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A Tale of Two Call Centres

Happy belated 2008.
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Happy belated 2008. Holidays are over. School's back. Traffic sucks. The weeks off were not only welcome but refreshing, although I must admit there was the odd day or two that saw my "peace on earth, good will to men" disposition - well, shall we say - lacking.

Yes, there's nothing like the odd call centre experience or two to dampen the old holiday spirit. That said, not every experience was negative - in one instance I was actually delighted.

Being the holiday season, these situations revolved mostly around delivery of gifts, and my best experience was the first. Keen to get top marks from my granddaughter Lily this Christmas I was determined to get her everything on her wish list (and more). A couple of years ago I brought her back a baby doll from the US. The doll, which is called Bitty Baby, is part of the American Girl range of dolls, accessories and clothes, largely sold online and not retail outlets.

Lily informed me in late November that Bitty Baby was deserving of a few new outfits for Christmas, so figuring said wardrobe might take some time in making it to our shores, I immediately rang American Girl to place an order. The young call centre woman I spoke with was informed, accommodating - all in all a delightful experience. I placed my order and reckoned it would be three or so weeks until delivery.

Four days later a box arrived from American Girl.

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