ROBERT@VM1.MCGILL.CA (Robert Craig) (09/07/90)
I recently had occasion to call cisco customer service to request they ship me the brass fitting for a V.35 interface in a CGS router (we had ordered it with the router, but it got lost somewhere). I was *very* pleasantly blown away by the presence, next morning, of a FedEx envelope in my mail box, containing said fitting! It may seem like a small thing, but if you do the small things right it makes for happy customers. Thanks to the folks in customer service, Robert Craig domain: robert@vm1.mcgill.ca Senior Network Analyst bitnet: robert@mcgill1 McGill University Computing Centre Tel: (514) 398-3710 805 Sherbrooke St. W. FAX: (514) 398-6876 Montreal, Quebec H3A 2K6 CORISQ: (514) 398-RISQ
swatt@noc.net.yale.edu (Alan S. Watt) (09/07/90)
>Date: Fri, 07 Sep 90 06:04:23 EDT >From: Robert Craig <ROBERT@vm1.mcgill.ca> >Subject: customer service >To: Cisco List <cisco@spot.colorado.edu> > >I recently had occasion to call cisco customer service >to request they ship me the brass fitting for a V.35 >interface in a CGS router (we had ordered it with the >router, but it got lost somewhere). I was *very* >pleasantly blown away by the presence, next morning, >of a FedEx envelope in my mail box, containing said fitting! > >It may seem like a small thing, but if you do the small things >right it makes for happy customers. > >Thanks to the folks in customer service, Not to take anything away from cisco for their prompt response, but you should really thank Federal Express as well. They have made guaranteed overnight delivery such a common service it has really changed the way companies operate their service departments. FedEx and similar outfits enable smaller companies like cisco to provide service almost as good as much larger firms with local offices. In a business where most problems can be solved by replacing boards, a "reasonably handy" customer + Federal Express is almost as good as the vendor's service technician. - Alan S. Watt High Speed Networking, Yale University Computing and Information Systems Box 2112 Yale Station New Haven, CT 06520-2112 (203) 432-6600 X394 Watt-Alan@Yale.Edu