Magpie
DIS Veteran
- Joined
- Oct 27, 2007
Absolutely not. But I still don't consider just correcting an error "good"--it's just the minimum required. If the person helping me were friendly and apologetic, I'd bump it to good. And that's my approach when I'M the one providing the customer service as well--I always want to make the customer feel good about the response, not just correct an error. Semantics, I guess.
It's hard to judge whether a customer service rep is being appropriately friendly and apologetic without hearing the call for ourselves. Some customers just aren't in a place to hear it, even if the rep is trying. Plus, if the customer starts off in any way irritable (ie, as one might reasonably be if one feels a "theft" has occurred), or demanding ("I want my Grand Floridian upgrade!" ), then that friendliness has a tendency disappear fast.
Fwiw, I don't think the OP should expect anything other than her money back. ie: For customer service to do their job. Anything else is pixie dust - nice if it happens, not to be expected, definitely not to be demanded.