Thank Heaven for Service Supervisors

I have been intrigued and frustrated by diets for as long as I can remember. I have probably tried (or bought the book) for just about every diet introduced in the past 30 years. I am also a great fan of Prevention Magazine, and when they came out with the “Flat-Belly Diet,” I couldn’t resist. Not only did they have a great book, but an online service that held your hand every step of the way. I could just see myself in a few months, smiling brightly from their website with my own success story—a testimonial to the wonder of the FBD!

Well, just like so many others, it wasn’t what it was cracked up to be. I have to admit, I didn’t exactly follow the plan as I should have. I must not have paid much attention when, in my excitement, I signed up for the online plan, but I did when I got a bill for $45.50 on my American Express bill. A hefty price for something that I definitely wasn’t going to use. I went through the website and found the cancellation policy under “customer service,” clicked on the “cancel subscription” and completed the process. Done and lesson learned.

Or so I thought. This month, when I opened my American Express bill, I found another charge for $45.50 for the FBD! What! I quickly called the customer service number on the charge, and got a very business-like service rep on the line. She was “very sorry” that I was charged the $45.50, and would cancel my subscription right away. She was equally “very sorry” that she couldn’t refund my money. Spouting some customer service script when dealing with disappointed customers, she repeated herself in the same sincere but unyielding voice tone. “Let me talk to your supervisor,” was my response.

The next thing she did impressed me and gave me confidence that I was dealing with service professionals. She told me she would find a supervisor, and then put me on hold. Once she came back on the line, she thanked me for my call, and told me the name of the supervisor I would be speaking with, had her on the line as well, and then left the call. When I talked with the supervisor, she took my information and was able to locate information in the system from my previous cancellation in January. She assured me that I would be getting a complete refund of my $45.50 to my credit card, asked if I had any other concerns, and then thanked me for my business.

Supervisors have a tough job. They have to make customers happy and support their staff. Building a good team depends on how the supervisor treats his/her staff and helps them become more efficient and successful in their jobs. They also have to satisfy upper management and get the work done. To a customer, a supervisor that can make decisions and work out a satisfactory solution, they are invaluable. Take a moment and thank a supervisor today.

Mary Nestor-Harper, SPHR, is a consultant, blogger, motivational speaker and freelance writer for Customerservicejobs.com. Based in Savannah, GA, her work has appeared in Training magazine, Training & Development magazine, Supervision, BiS Magazine and The Savannah Morning News. When she’s not writing, she enjoys singing Alto II with the Savannah Philharmonic Chorus and helping clients discover what they love and spend their life on it. You can read more of her blogs at http://www.csjobsblog.com/ and view additional job postings on Nexxt