Customer Service Triumphs: A Round of Applause for Shawn at Logitech

As we head into a long weekend, I thought I would close the week on a positive note. One of the side effects of being a long-time spokesperson, ombudsman and cheerleader for the customer service industry is that friends tend to save up their worst service stories and when they see me, I get an earful.  I don’t think I’m personally at fault for every problem in the world of service, but apparently in the views of some, if I was doing a better job, they would never encounter a poor service experience. Last night I met some friends for cocktails, and I’m happy to report there wasn’t a single customer service horror story.  In fact, it was just the opposite.

The topic of discussion was a $400 pair of Logitech ear buds my friend Ed received for Christmas. They stopped working. Naturally, I made dismissive comments about people who buy $400 ear buds, but I was the lone non-audiophile in the crowd and was quickly shouted down. After an initial call to service, and an unsuccessful attempt to track down a receipt, Ed called Logitech customer service back to find out what his options were, thinking he was out of luck.

Enter Shawn at Logitech.  My friend loved Shawn. He raved about Shawn.  Shawn was sincerely sorry my friend had experienced a problem. Shawn was excited about the Logitech products and wanted Ed to love his ear buds. Shawn spent a lot of time with him, walked him through diagnostics to identify the problem and ultimately, dispatched a part that should fix the problem. For once, instead of making excuses about increased complexity, poor accent training, brusque agents and long wait times, I was basking in the glory of someone on Cloud 9 because of a perfect customer experience.

So I asked the million dollar question:  Are you more likely to buy Logitech products in the future because of this experience?  His response? Not only was he going to actively shop for another Logitech product to buy, he strongly recommended we all do the same.  Now that’s turning an upset customer into a satisfied AND loyal customer.  All with one phone call.

So Shawn at Logitech, thank you for making me the hero instead of the goat for once. And to all of the nay sayers who think customer service is declining, here’s my challenge to you:  buy more Logitech products, and if you encounter a problem, ask for Shawn.

I wish everyone a wonderful long weekend, and as always, thanks for reading!

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Tags: customer experience, customer service, Logitech

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