Subject:
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Re: Speeding up the Shop-at-Home ordering process
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Newsgroups:
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lugnet.dear-lego
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Date:
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Fri, 17 Mar 2000 16:26:10 GMT
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Viewed:
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1751 times
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In lugnet.dear-lego, David Schilling writes:
> Dear LEGO
>
> Everytime I call LEGO Shop-at-Home I end up spending two minutes or so going
> over my name, address, phone number, credit card number, etc. This
> information almost never changes, and several times I've asked if there isn't
> just a simple customer number that I can give at the beginning to speed up
> matters. I'm sure your computers store all this information.
>
> Wouldn't it save time for both of us if you provided something like this?
> Your frequent customers would all appreciate being able to get right down to
> ordering LEGO sets, which is what this is all about anyway. And your
> operators could answer more calls during those busy times, especially since
> most of the traffic will likely be frequent callers anyway. Of course it
> would be voluntary for the customers to use this information. There's no need
> to force them to use their number.
>
> Interestingly, once or twice I have been asked for the number in the blue
> brick on the back of the catalogs, and this has sped up the process on those
> occasions. But most of the time the operators don't ask for it, and indeed
> don't want to have it.
>
> Isn't greater efficiency better?
>
> --
> David Schilling
I ordered something on December 31st, and Y2K must have struck because my info.
was no longer in the system, and we had to go imput it all again, and the
operator couldn't seem to find any record of me, though I had ordered a month
prior. But I'm not concerned with the extra 3 minutes of housekeeping. I have
nothing but praise for the personal service of both S@H and Consumer Affairs. A
lot of companies could learn from Lego's commitment to customer service.
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Message is in Reply To:
 | | Speeding up the Shop-at-Home ordering process
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| Dear LEGO Everytime I call LEGO Shop-at-Home I end up spending two minutes or so going over my name, address, phone number, credit card number, etc. This information almost never changes, and several times I've asked if there isn't just a simple (...) (24 years ago, 17-Mar-00, to lugnet.dear-lego)
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