So the other day, I wrote a nice long post about how upset I was at Office Max Perks’ customer service. Well, this is one example of how a company can restore your faith in Customer Service. 

I decided I’d send a direct email to Office Max’s Corporate Office. I did not include a link to my blog post, and all I did was ask for a contact person in the Corporate Division of Public Relations. When I received a reply, I was very surprised to find out that the person I emailed (Senior Director, External Relations) had actually seen the blog post that morning, and he had already started the contacts within Office Max. Later in the afternoon, I received an email from Kim Brackenrich, Customer Relations Manager. 

Kim apologized for my experience and asked if there was a number she could reach me at. I emailed her back and thanked her for working with me, and gave her my phone number. We were finally able to connect on Tuesday. Kim assured me they would fix my account, and asked for me to find any information I could about my purchases. I had it all ready for her when she called me. She was very apologetic, and assured me that although she couldn’t talk about personnel issues with a customer, she did pass on all of the information about my phone call to the proper people. I thanked her for working on everything for me, and let her know that I appreciated the help with my account. She also offered me a gift card for all of my troubles. I won’t disclose the exact amount, but it will be waiting for my next purchase of business cards or something I really need for my work here at home. 

Over the last few days, I’ve received several emails as Kim has kept me up to date on the progress they’ve been making on my account. She’s let me know that they have found all of my purchases, and they are going to post them to my account. 

So, Thank you Kim, for renewing my faith in Office Max Customer Service..