I had to call a retailer this morning regarding an online order that obviously hadn't processed according to the balance on my credit card. The first person I spoke with was very nice and we discovered the problem and she said she had corrected in and that the order would process within 45 minutes.
A couple of hours later the order still hadn't processed so I called back. After another long wait on hold listening to stupid canned music and annoying ads, another CSR finally came on the line. This one was also nice. She checked the order, said that the information had indeed been corrected, but that the previous CSR hadn't followed through and reposted the transaction.
Maybe it's just me, but it seems kind of pointless to correct transaction information if you aren't going to actually post the transaction. This second lady said that she would follow through with the order, contact the warehouse to ensure they actually received the order, and then make a follow up call back to me.
As the first one had also promised to call me back I wasn't too confident at this point but didn't say so to her. I just thanked her and hung up.
After a few minutes I checked my credit card account again and sure enough the transaction had indeed been posted. So far she was true to her word. About a half an hour or so after that as I was standing at the sink washing dishes (the phone always seems to ring when I'm elbow deep into soap suds). It was the CSR calling me back as promised to follow up with me on the order. Unfortunately it was already too late in the day for the warehouse to get the order out in time for me to receive it tomorrow. It would be Wednesday before it arrives. She apologized for the delay but said that she simply couldn't do anything about it at this point.
I thanked her for actually following through with the situation and getting back to me. It's really a sad state of affairs when a service person actually doing their job as promised is the exception instead of the rule, but I do appreciate her doing as she promised.
I'm getting ready to send off an email to the company informing them that they have at least one CSR who does her job. Maybe she'll get a better job rating or something..