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Response to: Delivering a Preferred Customer Experience
Tuesday, June 22, 2010
Michelle Gilmore says:
The vets office sent over a refill of the Prescription because I had none left. When I called to have the bottle filled the representative I spoke told me that I did have a refill and a new script. She said that they could refill the old script and use the new one next time. I agreed.
When I asked her to change the flavor she said that it can’t be done. She said that it needed to be done before she completed the transaction. She had later said that I should have told her before she completed the transaction. That all she was doing was refilling the previous script and she did not know I wanted it changed. I told her, she never asked me if I wanted it changed, and The bottom line is that I did not call to refill an old script I called to fill a new one, so she should have asked me, considering I change the flavor every time I refill.
I then asked the rep if I can have a few extra syringes. She asked me how many I wanted. I have never been asked how many I want before. I just a
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