In Praise of Kalmbach Customer Service

[MikeFF]

I forget if it was here or the MR Forum, but there have been some negative posts about customer service.  I just called to update my info after a security breach caused Discover the reissue my card.  They were prompt, polite and thorough.  

[samfp1943]

MikeFF

I forget if it was here or the MR Forum, but there have been some negative posts about customer service.  I just called to update my info after a security breach caused Discover the reissue my card.  They were prompt, polite and thorough.  

 

MikeFF: 

     Before I retired I had the opportunity to work in a Customer Service capacity. It can be a mixed blessing..     A.) You help someone, and you are suddenly, the best thing (for them) since sliced bread..    

        B.) You are the bearer of bad news to someone( dashing their expectations of any immediate resolution of Their problem) you are suddenly 'the goat!' definitely, removed from their Christmas Card list! 

[  I have been on both sides of those issues...unfortunately, when my outfit screwed up... It was generally, a cause to make those big, jet engines whine, on the closest 'Hot stand-by'. ]

The dealings I've had with Kalmbach's Customer Service have been very good, helpful,and not disappointing.

[tree68]

samfp1943

A.) You help someone, and you are suddenly, the best thing (for them) since sliced bread..             B.) You are the bearer of bad news to someone( dashing their expectations of any immediate resolution of Their problem) you are suddenly 'the goat!' definitely, removed from their Christmas Card list! 

Unfortunately, all too many people judge the service provided by customer service by whether or not the end result meets their expectations, not by the quality of the service provided.  

A truly professional and knowledgeable customer service rep might well not provide the result someone wants, but do so in a courteous manner...

[CSSHEGEWISCH]

Having spent a little over a year as a supervisor in a call center, I can vouch for the accuracy of the above comments.  More than a few times, the referrals I took from my reps indicated that the response was courteous and accurate, it just wasn't what the caller wanted to hear.

[BOB WITHORN]

For most of the past 40 years here, at least the last 25, I've taken all of the 'negitive' calls. I figure the upset customer deserves to go directly up the chain of command. Usually it's quick and easy to resolve, maybe because they talk to the pres/ceo and can't go any higher. Too often customer service is a dumping ground for employees you don't know what to do with. Of course, if you give excellent service to start with, you don't need much of a complaint side. Trains has been excellent the couple of times I've had questions. I suppose that most of the complainers are chronic complainers, the ones that always whine - "it's not the same tape, the box is a different shade of brown" or "the strap is green instead of black, we only use black it's stronger"(not). Anyway I think they do an excellent job.

[Ulrich]

An important component of customer service that is generally ignored is managing expectations at the outset (not talking about Kambach here, just in general).Customers are often led along by aggressive sales people who promise the moon.. and then reality sets in when those lofty expectations fall short. It's much better to "under sell" and then pleasantly surprise the customer through action. That's what I've learned to do.  You're also more believable when you under sell.. and perhaps contrary to what one would think, "deliberate under sell" is more likely to get the business in the first place as people appreciate honesty, especially from customer service people who are often given to hyperbole. Of course basic manners and courtesy are a given.. 

[Leo_Ames]

For what it's worth, I've contacted them several times via email and phone and only have good things to say about them.