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Who’s got you raving or crying about their customer service? Every week I feature my experiences and reviews of the best and worst customer service experiences. Most of the time they are personal experiences but every so often some news worthy experiences might also make the final cut. So now here are this week’s Best & Worst Customer Service Awards:
Best Customer Service: 
It’s such a pleasant surprise to get great customer service from an unexpected place. This week I was looking at my account online at Citibank. I had a question but didn’t feel like picking up the phone and playing number limbo. So I looked around on the website and saw “Send a Secure Message.” So I decided to give it a try and if I hadn’t heard anything in a couple of days then I would call. I sent the message and within FIVE minutes I had an email saying to check the Message Center for a reply. How shocking is that? The reply was a true reply by a person not a auto-generated messaged and get this it actually solved my problem.
So kudos to Citibank for actually providing customer service and in a very timely manner. The only suggestion for improvement I have is the format of the Message Center. The reply was posted in the original message. So when I went looking for it, I didn’t see a separate message and it took me a while to realize where to find the reply. It would make more sense to have a separate message for the original question and a separate message for the reply.
Worst Customer Service: 
First of all I am not a coffee person. But every so often for a business or personal meeting I will go to Starbucks. With spring heating up I ordered a Tazo iced-tea. When I paid for it I asked how much are refills and was told they are free. They handed me my drink, and I asked why it is so orange. The prompt reply was that is the color it’s supposed to be. I then discover it has lemon. So they remake it.
After my meeting as I am heading out, I ask for a refill and they say its 53 cents. At that moment I had a decision to make. Pay it, Fight it or Walk out. I chose to walk out with a sour taste in my mouth (and it wasn’t from the lemon.) Now 53 cents was not going to break the bank, but it just bothered me that they said one thing before I purchased my drink and one thing after I purchased it.
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