Originally Posted by belynch (Post 10072092)

ARGH. I went with the anniversary gift from Tiffany's (instead of the Wii). It still hasn't showed up, despite paying for the super-duper-insanely fast shipping.

So, I call up to find out what's going on and I found out it hasn't even shipped yet.

:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad: :mad::mad::mad:

... anybody want to sell me a Wii?

Originally Posted by baglady (Post 10072713)

Call Tiffany's and ask to speak with a sup - trust me, they'll take care of you.

Originally Posted by Anglo Large Clawed Otter (Post 10070544)

No worries, as the upgrade came through. Even though there were only four people booked in F to begin with, CO decided not to run EUA and relied on battlefields, instead. Even Silvers were upgraded on my flight (saw the manifest). A bit odd that they didn't run EUAs at the 5, 3, 24-hour, or 3-hour window, but as long as I got a seat up front, I don't care.

Originally Posted by ConciergeMike (Post 10072750)

The store manager in ACY was the one that gave the comical colognes...and I got those after I did what I absolutely hate doing, which is pointing out where I work and what I do. I don't engage in DYKWIA, but I do point out that I'm a source of referral business...I only do that unless it's absolutely necessary. I always make sure to pick my name up off the floor after I've dropped it. :D

Originally Posted by belynch (Post 10072292)

I'm going to pick it up this afternoon from the store in White Plains.

I felt like I was dealing with the MTA. It shouldn't take an hour to get some sort of resolution and I shouldn't have to keep saying "no, that won't work" to get them to figure something else out.

If I was the head of customer service at Tiffany's I'd just go ahead and put in my resignation today. Because I would be the most ineffective person in corporate America. There would be no appreciable difference. Except maybe less coffee consumption.

Originally Posted by ConciergeMike (Post 10072464)

...When someone from the Devils calls me back, I'll mention casually that I'll be a happy fan again if the process of those group seats is made much easier for me because Boss Lou said so. I don't mess around. :D

Originally Posted by sbm12 (Post 10072062)

I'm still going to be shocked if you manage to get a block of seats for that game...

Originally Posted by CO 1E (Post 10073010)

it is better to develop a relationship with a local jeweler

Originally Posted by belynch (Post 10073483)

I befriended a local jeweler that I volunteered with. I went in there to get a few items appraised for insurance purposes a couple years ago and he charged me $65/unit. Excuse me, what?


:rolleyes:

Originally Posted by belynch (Post 10072552)

I'm going to use that line! :-:

I just did a quick google search of "Tiffany's customer service" and the oh-so-reliable interwebs are littered with tails of half-rumped customer service. Shipping delays abound, as do long hold times and ineffective customer service folks.

Save for the occasional make goods, people (surprisingly) seem generally very unhappy with Tiffany's. This is very surprising to me. Granted, hardly anyone ever posts about transactions that go well/right, so this is of course a biased sampling. But still. Word of mouth is a mother.

I've done the blue box before and I don't remember anything going wrong. Who knows why it went kerflooie this time.

Honestly, if I was Tiffany & Co. I'd take a long, hard look at my business processes. Simple steps could go a long way. My problem with them should have never reached the point it did if an empowered and effective (well trained) customer service rep. had picked up the phone.

When I worked for Hyatt they beat us over the head during orientation with the acronym HEAT for dealing with customer service issues.

H - Hear the guest - let them explain (don't interrupt)
E - Empathize - Yes sir, Mr. Guest, if I had inadvertently eaten a cockroach that was in my Cobb salad, I would also be extraordinarily angry between my bouts of violent vomiting.
A - Apologize - Mr. Guest, I am personally sorry that this has happened, and I will do everything I can to rectify this situation.
T - take action - even as a waiter in a restaurant I was encouraged to call the rooms manager and tip them off that I overheard a guest complaining about a stain on their bed spread. And, that person would make sure they got a replacement up there along with a bowl of fruit (which costs the hotel, what, $2?) and a personal apology. That simple, proactive step, headed off a major problem and the customer was generally very happy with how everything turned out.

It worked [almost] every time. And it's so simple. We were also trained to never use the word "no" (which made for some very awkward talk-arounds).

Effective customer service costs so little, but can provide so much value.

If anyone questions the validity of that statement take a gander at US' losses this Q compared to CO. Also, check out Sprint's stock price relating to their hemorrhaging of customers.

Originally Posted by belynch (Post 10073483)

I agree with you 100% - unfortunately I'm ignorant on a lot of things, jewelry being one of them.

I befriended a local jeweler that I volunteered with. I went in there to get a few items appraised for insurance purposes a couple years ago and he charged me $65/unit. Excuse me, what?

Originally Posted by Scott6067 (Post 10074228)

Thanks to the poster for making my BOX time billable. :)