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Exemplary Customer Service - New York to KL in 20 hours

by Malek Ali on 12-Feb-10 20:43

On Thursday, I found a bunch of Bloomberg colour print-outs lying around the office and wondered why we were printing so much. Noelle, our morning run presenter, explained that the print key on the Bloomberg terminal keyboard was faulty, often getting stuck, and ended up printing 50 colour copies at a time sometimes (at 50 sen per colour copy, that would have cost us RM25!)

When I had a spare moment that afternoon, I sat down at the Bloomberg terminal and started looking for the help line to get a replacement keyboard. I was initially looking for a phone number, but the the help menu did not have one, instead it had a help "chat" icon, a Messenger help-line if you like.

"Hmm, let's try this...", I thought. I had seen some of these Messenger-type help lines before and had once contacted Salesforce.com on one of their products using this method. So I typed in "Hi, I have a problem with your keyboard" and explained the problem briefly. After an 8-10 seconds interval, an acknowledgment blinked on the terminal :"Bloomberg Helpdesk: We'll be with you in a moment...".The moment lasted a minute or so, and then the next question was, is this your address (they got it on file), followed by, is this the serial number of your keyboard (I looked underneath the keyboard and yes, it was), and then, "one moment please....". another couple of minutes passed, and then it was "we'll be sending you a replacement keyboard". I asked when and the helpdesk replied "by tomorrow".

Friday came and less than 20 hours after our first contact, a Bloomberg technician turned up to replace the keyboard.

If I'm not mistaken, Bloomberg operates a centralised helpdesk out of New York. So here was an example of superb customer service for you, served from 10,000 miles away, to our humble doorstep here in suburban Petaling Jaya.

Has any Malaysian company done that for you lately?