Service Star: Joan Cok, UNM CE
Last weekend, I went on a New Mexico winery tour offered by UNM (Univ. of NM) Continuing Education. Long story made short: I was very disappointed and spoke up about it to the program manager, detailing the issues (via email.) Joan Cok made my day, maybe even my week! This was the response I received:
Hi Mary–
I’ve been thinking about your e-mail since I received it. Your points are well taken. I appreciate your input very much. Next summer, perhaps we can take 4 vans on different days rather than a large bus, and make our only focus wineries. Rather than a sit-down lunch, we could do a boxed lunch, which would give us more time for wineries. The expense for this trip was substantial (lunch alone was $15.00), but our customer satisfaction is very important to us. Do you feel a refund of $45.00 would be fair? Thanks again for your input, Mary. That’s what helps us do a better job. (I do want you to know your vote was counted, Mary.)
Joan
Wow! Now, compare and contrast this prompt, gracious and thoughtful response to the dissing and run-around I got from the clueless twinkies over at Comcast (Service Snafu Hall of Shame.)
Bottom line: I’m happy, I’m telling you about how great Joan (and UNM) is AND I’ll be taking more classes. So, that $45.00 refund will translate into thousands in revenue for UNM over time.
Tags: customer service, Comcast
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August 8th, 2006 at 8:29 pm
Mary, I had to read this posting twice. Not only a great response but from an organization that my stereotype would have expected much less from.
Not only did this note and offer from Joan get your attention, there is some positive ripple effect all the way to my “cynical about higher education types” heart here in Iowa.
Good to read your thoughts, as always!
August 17th, 2006 at 7:46 am
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