For me, large companies need to do more to empower their Customer Service staff. They should not be constrained by the limitations of IT solutions that do not meet the customer’s need. Given the level of choice and customization available now, one size fits all solutions no longer work.

I recently switched from Telus back to Shaw. After two years of questionable Internet speeds and fairly decent, but not great TV, I needed a change. The Save Team at Telus did do a good job at trying to save me. They apparently had new equipment coming out that would improve the experience, but really I had had enough. Plus, Shaw had a great offer so I made the switch. Having worked for them I knew what I was going to be getting.

When cancelling my Telus service I was told that because I was on preauthorized payments one last payment would come out, and I would get a refund after I returned my equipment. I really didn’t think too much of it. The return process was easy. I just packed everything up in a box, took it to the local Canada Post counter and they looked after the rest.

So a month after I cancelled my service I took a look at my Telus account and noticed that I had more than $90 due back to me. Since the final bill showed my account was closed but didn’t say when I would get the refund I decided to make a call. While very pleasant, the rep told me that it would take four closing billing cycles to receive my refund. If you do the math, that’s 120 days from closing your account.

Frankly, I was stunned. I couldn’t believe a company could hold money they owe you for that long. Could you imagine if the situation was reversed and you told Telus you weren’t going to pay them for four months? I’m guessing your service would be disconnected pretty quickly. When I asked to speak to a supervisor or to have the issue escalated I was again politely, but bluntly told that was the policy and there was no escalation possible.

Since I don’t like being told my concern can’t be escalated, I tweeted Telus’ spokesperson @shawnhall and @telus to find out how this could be considered acceptable. By the end of that day Shawn got back to me and let me know that he was going to have someone call me back. I really appreciated the prompt response.

Today I spoke to Devan, one of Telus’ customer services reps. He explained to me that the first rep I spoke to was mistaken and that it normally takes two to three billing cycles for a refund to process. This is normally because third party billing to phone lines don’t show up immediately and it can take up to 90 days for charges to show up. That is why it takes so long. He also noted that since I didn’t have home phone service that wasn’t a concern in my case. He would process my refund immediately. Basically, my refund was caught up in an IT system that didn’t identify these kinds of situations.

For me, large companies need to do more to empower their Customer Service staff. They should not be constrained by the limitations of IT solutions that do not meet the customer’s need. Given the level of choice and customization available now, one size fits all solutions no longer work.

I’m now satisfied that my concerns have been heard and the appropriate action was taken. If down the road my Internet and TV business are up for grabs I will give Telus another look.

Photo Credit: Adam Fagen

Do you remember when Fido used to be the customer friendly mobile phone company? I know I do.

Well, recently my iPhone envy got the better of me. I was heading to Mexico and didn’t want to bring a phone, camera, iPod and laptop. Simple solution, get an iPhone. I called Fido fully knowing that I had one year left on my contract to see what my options were. Unfortunately to keep my phone number my only option was to pay full price for a phone. My other option was to downgrade my current phone to their lowest package and get a new contract to get the new customer rate for a phone. I asked to speak to their “save desk” since this is often a great way to get options that regular customer services reps aren’t authorized to offer. The rep from that area was very stern and told me “those were the only options available”. There was stunned silence when I say, so what you are telling me is that you would rather have $15 per month for 12 months than a long term customer with an $80 monthly bill. I asked her to downgrade my phone.

Since I was going to have to have a new contract I decided to do some investigation on what plans the other companies that have iPhones were offering. In the end it came down to Fido and Bell. When you compare the plans at $80 Bell offers the best value when it comes to data 2 GB instead of 1 from Fido. Fido offers more anytime minutes and earlier evenings but Bell gives you nation wide Fab Five (unlimited calling and texting to five people) which is perfect for me. In the end I decided to go to Bell.

I LOVE my iPhone and so far Bell has been a great company to do business with. Sorry Fido, you are a lost dog.

Photo Credit: Vladimer Shioshvili

Back in February, Starbucks in the US closed all their stores for three hours one day to do barista re-training. When I first heard this I thought it was amazing. Just what they needed. The sad part is that training didn’t spill across the border into Canada. Lately I have found the quality of the beverages has been lacking, specifically not getting exactly what I asked for. And to be fair, its not all baristas. There are two stores I visit regularly in Vancouver – Burrard @ 3rd and Oak @ 23rd and both of them have an employee that should be held up as a shining example.

Recently I saw this sign on one of the espresso machines that has given me hope. I’m not going to be shy about saying this isn’t right. It feels like they are starting to make the right moves to recapture some of the customers they have lost. At $4.25 for a Grande Skinny Mocha Latte, I think I should get what I want.