Friday, April 24, 2015

Customer Service Spotlight: Olay

Every once in a while, I will come across a company with either terrible or wonderful customer service. This time it seems Oil of Olay is in the spotlight.

A few days ago, I called Olay's customer service to inquire about a prize that I had won from Allure Magazine's August giveaway. To my consternation, they had no idea what I was talking about and I was transferred from department to department with no sign of ever figuring out what was going on. I took it all in stride and explained my situation repeatedly. Finally, I got to a customer service rep who told me there was no such giveaway and I was wrong. I'll admit I grew frustrated and told her I was a long time customer and that I wasn't going to buy Olay any longer if this was the kind of treatment I would get. She, in a very casual manner said, "Okay, that's fine". I was livid! In my mind, she could have at least checked or asked me to send her the link to the giveaway or the winner's list as proof. Either of these would have been fine. I would have even been okay with a "I'm sorry, but we can't fulfill it", so that I'd at least have an explanation. However, being transferred from person to person and finally being told I had no idea what I was talking about and saying I don't really matter as a customer was the last straw. I hung up the phone by angrily pressing end call, wishing that I had an older model phone so that I could angrily slam the receiver down.

I then wrote to Olay on their Facebook page and told them about my experience. I received a message a couple of days later with a promise to make things right. They assured me that my experience would not be taken lightly and that the views of one rep did not represent the views of their company. Today, I received a package from Olay with 2 of my favorite full size Olay products and another full size Olay product that I had wanted to try. They also included a handwritten note(!!!) expressing how much they appreciate having me as a customer. This, ladies and gentlemen, is exemplary customer service! I would never have expected that a company as large as Olay would take my comments personally and make sure that I as an individual was happy with their service. I was wrong-Olay absolutely went above and beyond what I felt was necessary. Having been a 10+ year customer of Olay's, I feel like my loyalty is appreciated by them and that they will do whatever they can to keep me as a customer and to keep me happy. I'm absolutely blown away by their commitment to their customers! 

I am now an Olay customer for life and can honestly recommend them to everyone. There aren't a whole lot of companies who will listen to you and ensure that they make things right. With both high quality products and an exemplary customer service team, Olay really is the whole package. 

*Note: Olay neither expected nor requested this review. It was done wholly based on my own inclination to promote their superb customer service and products. 

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