24th
2007
Netflix Does Call Centers Right
I just placed my first call to the Netflix customer service call center. I had a very specific problem, and I was hoping they’d resolve it quickly. They did!
Basically, Netflix incorrectly debited two hours from our “Watch Instantly” time for this month. My wife and I started watching a movie but stopped it after about two minutes. But Netflix still debited the entire movie time for our account.
I called the Netflix customer care number. A computer picked up and asked for my six digit customer code. I entered it and was transferred directly to a call center agent. I described the problem, and the agent transferred me to the “Watch Instantly” support team.
The next call center agent picked up the phone immediately. He explained that Netflix never received a “stop event” for the movie in question. He quickly assured me that they would credit the time back to our account (with a 10 minute bonus!). And he explained how to prevent the problem in the future (click “back to browsing” when you want to exit a movie).
After about two minutes on the phone, the Netflix call center staff fixed my problem to a tee. Here’s what I think they did great:
- No waiting. Everybody likes a quick resolution.
- Little info to tell. I didn’t have to give out my address, phone number, mother’s maiden name, etc. I just punched in 6 digits and gave my name. Easy.
- No arguments. The call center agent offered to credit the time back plus some extra. I didn’t have to argue with them or beg.
What about you? How have your Netflix call center experiences been?
Posted by Andrew Flusche in Call Center Reviews with one comment.