‘Laura Loves…’

Don’t you just love Twitter? I do!

This week’s customer service experience began with a tweet I wrote.

I am an avid supporter and user of Sonicare products; I love them. Many years ago I used an Oral B toothbrush but from the first moment I used a Sonicare I have never gone back!

I was once given another Oral B to try, the rep wanted to convince me but it was only on for a matter of seconds before the noise drove me nuts!

Last weekend my toothbrush broke; it was making a slight noise but it wasn’t working at all. So on Monday I tweeted about it! I said that I was glad that we don’t pay full price as dental professionals as this current model was already a replacement, which had been sent to me in March 2011.

Around the same time as tweeting I called CTS Dental Supplies who gave me the number for Philips. I called and left a message. An hour or so later my call was returned and a message left (I was driving).

From the tweet, I was then contacted by email by Tracy Posner, who works for Philips as a Professional PR Consultant. Part of her role is to ensure that people have a good opinion of Philips and that involves monitoring what is said about the company and rectifying things if there appears to be a problem.

Tracy gave me the contact details of a lady called Sharon. This is the same lady that had returned my call so promptly the day before (I hadn’t had a spare second to call back during working hours!)

I called Sharon and said “hi Sharon, my name’s Laura Horton and I need to talk to you about my Sonicare”.

Sharon straight away said hi and that she was glad that I called. She wanted my address to send me a replacement and they were also upgrading me to the Diamondclean brush, previously I had been using the Flexcare +.

Sharon also went over a few things with me, as I was concerned it was my fault that the brush was breaking. She was really friendly and reassured me I was doing the same as her with regards to charging the brush.

This call took place around 11am on the Thursday of that week. By 10am the next day I had my new brush delivered to me!

Not long after it arrived Tracy then emailed checking that everything was OK. How else could I reply, except to say that although there had been a problem the way they solved it was perfect and that Sharon was very friendly and helpful.

Thank you Twitter, thank you Tracy and Sharon!

Laura Loves good customer service!