There are some companies that are most receptive to acquiring clients than building a relationship with existing clients. This is of course a recipe for disaster for any business to survive long-term.
In Spain I have seen both companies large and small failing with customer service with existing clients. Anyway, one company which surprised me today with failing via one channel to answer a question replied super quick via another. It was great to see a Spanish company leading with quick and trouble free customer service. Let me give you the background.
I presently use Yoigo for mobile calls and data here in Spain. The network is not bad. It backbones off the Movistar network so network coverage is good.
If you are with another network and have a great phone I would recommend that that trial Yoigo’s Tarifa Infinita. For 30 euros [without VAT] you can call both landlines and mobiles like a madman + 1 GB of fast mobile. Of course there’s the ‘reasonable use’ caveat. The offer runs until the 28th August 2012.
Other than the tariff, what shocked me was Yoigo’s customer service. I was surprised not only by the medium, but the technology and the response time. It actually gave me what I wanted within 2 minutes without having to speak to anyone.
First I called their customer service on 622. I got a nice little message about everyone’s on the phone. The answer phone lady said… why not send a SMS to 622 with your enquiry free of charge. I thought hey, I have nothing to loose.. let’s do it!
Call me sceptical, but I thought they were having a laugh. I want to change my tariff to one of their new funky ones. As directed, I texted I want to change tariff from X to Y.
In less than 30 seconds I got a reply saying ‘message received’ by an auto responder. Shortly after I got a text saying from next month we will change your tariff.
Now, that was just mind blowing. I will of course see if the tariff has changed but still – well done Yoigo for some crazy quick customer service.