Monday, February 4, 2008

CVS - The Finale.

My final installment in my CVS saga. I had emailed a friend last evening and mentioned I was going to call CVS corporate regardless of my meeting with the store manager today. I just feel that if it's a manager that is involved, someone higher up needs to be aware of the problem.

So after my meeting with the manager, I called the CVS customer service line. Now let me share something funny as I was waiting on hold. Music was playing, sort of mellow (but not musak) and the lyrics to the song were, "Just let it go... let it roll right off your back...." It struck me as funny, considering my situation and made me laugh. Then when the rep came on the phone, I said, "I'm calling to relate an awful experience I had at a CVS store in my area this weekend." She immediately said, "I'm so sorry about that...." That too struck me as humerous, and I answered chuckling, "You haven't even heard about it yet, but thank you." The woman on the other end listened to all that had transpired, and after I finished, I said, "and so that is what happened...thanks for listening". I think I said that mainly because at that point who knows if anyone but my online community cared. lol! I was so surprised to hear an emphathetic voice on the other end, affirming everything I had said.

The CVS customer service rep said that this manager was indeed very disrespectful and obviously does not know the policies of CVS. (Her words not mine). You can indeed get the coupons back, they are my coupons. Especially the manufacturer's coupons. While she said, sometimes the CVS coupons could be tricky, as they will show as already scanned.... there are procedures around that as well. She said the manager was not utilizing the managerial skills she had been taught and eating food on the sales floor was unprofessional. She apologized for my bad experience and said she would be contacting the district manager to inform him as well. She asked me several other questions about my experience, and said "we appreciate your informing us of this situation. It's one of the ways we can be aware of issues going on with our stores, otherwise nothing could change and the same issues would keep happening."

I was so blown away by her response. Really.... I think it's more a feeling of being heard. She listened and heard. I went on the record to say how much we appreciate the Extra Care Rewards program that CVS offers. I told her that this program has really been beneficial in helping our family budget. We at one time never shopped at CVS and now we shop there weekly. I thanked her for her willingness to listen to my experience and for offering her feedback. And that was it.....

I wish I had gotten her name, because CVS deserves another letter stating they have a great customer service rep. who is making a positive impact on their corporation. I may just write a generic letter and send it, I'm sure they could figure out who she was.

2 comments:

jeannie said...

I am so glad that she was nice. I really hope that she does let the DM know. Something needs to be done about her....

Kris said...

Now THAT is the way customer service issues should be handled. I'm glad you finally were able to speak to someone who understands what consitutes good customer service. And, I'm glad that's all behind you now. ;-) I *hate* confrontation.