Service Excellence

  
07/26/13 - What Our Customers Are Saying!

Recently we received a message from one of our customers regarding the service they received from Diligent.  Listed below are just a few highlights from the testimony shared; however, please feel free to click on the link to view her entire message.  Thank you to all of our customers for the opportunity to serve you day in and day out.
  

Service Excellence & Expectations

"Good Afternoon Mr. Browne,

First and foremost, I would like to thank you and the entire crew of Diligent for being just that, DILIGENT!! The letter you sent and the amazing follow up so many have made is a testimony to that Diligence! You have proved that to all of us here…! I feel strongly about exceptional customer service and think it is a must. Everyone that I have spoken with at Diligent has displayed wonderful customer service. It is a pleasure to work with your company and we are looking forward to many years to come.

That being said, I am very new to this field of work. When I started here we were using a different delivery system. The first day I had to schedule a pickup I wrote down exactly what I needed to say, as I had never called a pickup before. Seven hours later when we still did not have the samples, a call was made. I was told by the delivery service that I did not tell them it had to be here (at our company) before a certain time and that the mistake was ours!! I accepted defeat as graceful as I could; and then shared that information with my supervisor. She informed me that she heard what I told them over the phone, that I was very specific and they are lying, and that this is what happens every time there is a mistake… the blame is put on us. (Apparently there were many mistakes regularly.) Needless to say (we) had enough! We found you!!

Mistakes are bound to happen. The only graceful way to make a mistake is to be honest and accept the consequences. Then, and only then, can improvements be made. I appreciate so much the graceful way (Diligent handles) these small hiccups that were made. Well done!! I am very excited about the new program of submitting orders and I think that our engine is running smoothly. Thank you again for your genuine concern and deep desire for improvement. (Which, in my personal opinion, y’all already were doing great!)

They say the largest room in the whole world, is the “room for improvement.” I believe we are ahead of the learning curve and are ready to roll. Thank you again, so much!"

Most Sincerely,
Tracy

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