I’ve got a Dell laptop, and I’ve got two phone numbers for Dell tech support – one for general customers and one for small business. Every time I’ve called either number, the reps have told me that I actually need to be talking to someone via the other number.

Today I told Shane, the Dell support person I was talking to, how I get bounced around. Since I didn’t want to distract from getting my actual tech issue handled, I concluded with, “But it’s not a big deal.”

To my surprise, Shane responded, “It IS a big deal.” And then he proceeded to write an internal email to fix the routing of my calls and confirm what number I should use in the future.

What a shift it made in my mood to have it validated that this call-routing confusion was, in fact, something that is annoying and shouldn’t be happening. Thank you, Shane. Bravo.

The impact of good post-purchase customer service is tremendous, and these little humanizing moments go a long way towards creating that experience.