in
Service bulk
Getting answers to many questions
is easier than you may think
STORIES BY MARK E. STRODER
He’s not a spy or a secret agent, but member is on the line: “I think I was over-
Mark Sjoboen is a moving target— charged on my Costco American Express
and a wanted man. As warehouse Card. Can you help?”
manager at Costco’s Issaquah, Let’s just say that Mark doesn’t leave home
Washington, location, his job requires him to without a dependable pen and a thick notepad. on either “customer service,” “warehouse
be fast on his feet and quick with his speech. For Mark—and many other Costco man- locator,” or “services.”)
You may spot him walking the ware- agers and warehouse employees—these are “When it comes to customer service, we
house floor, making sure that merchandise just a few of the numerous member needs always want to exceed our members’expec-is displayed appropriately. Along the way, they will happily address in a typical week. tations,” says Costco President and CEO Jim
he’s almost certain to be stopped by inquisi- “That’s a big part of our job here at Sinegal. “We receive lots of letters from
tive members. Costco,” Mark explains. “When members members. For every letter we get that’s nega-
“How come I can’t find the sugar-free come to me with a complaint, a request or a tive, we consistently receive at least five that
chocolates you used to carry?” he is asked. question, I will do everything within my have glowing things to say about our compa-
Later, Mark is assisting on the front-end power to give them a satisfactory answer. ny and our employees. So I think we’re on the
checkout lines. Once again, members need “Many problems are a simple misunder- right track.”
answers to burning questions: “Why haven’t I standing, where if the member just communi- The place to start when you have ques-received my Executive Membership 2% cates with us, they’ll get an answer and, hope- tions is your local Costco warehouse.
Reward in the mail?” fully, a quick resolution.” Meanwhile, here are other member-service
Later, he may be doing paperwork in his In most cases, the issue can be addressed options at your disposal.
office. Inevitably, the phone rings. A Costco in the warehouse, or on costco.com. (Click MORE
A (phone) call to action
No question is too insignificant for any our members’ needs quickly tions, comments and con-of the 85 agents manning the phones and efficiently.” cerns with employees at
at the Costco Call Center. “I’m sorry Costco’s Call Center re- their local warehouse, and to
to bother you,” says an unidentified member ceives a combination of more look for basic information on
on the phone with Executive Membership than 6,000 calls, e-mails and costco.com. But if this is notcon-Call Center agent Leslie Hostak, “but I need faxes per day. The agents are venient, the Call Center is a viable
to know if my Kirkland Signature solid white equipped to handle a multitude of option. The Call Center’s phone num-albacore canned tuna has reached its expira- requests, including receiving and updating ber (1-800-774-2678) is located on the bottom
tion date.” member information, searching Costco’s of each Costco receipt.
“That’s what I’m here for,” Leslie replies, Intranet for a variety of items to answer mem- “Our agents keep refreshed and knowl-as she whips effortlessly through various win- ber questions, contacting Costco vendors on edgeable on almost every different aspect of
dows on her computer screen and, seconds behalf of a member and providing infor- our business,” Jamie says. “Our members
later, magically finds a page that tells her mation on any number of Executive don’t always have time to get their questions
everything the member would ever want to Membership services. They even take busi- answered while they’re shopping. If they preknow about Costco’s private-label brand of ness delivery orders over the phone or key fer to call us, that’s what we’re here for.”
tuna—including how to read the expiration them in from a fax.
code on the label of the can. “Our agents do a tremendous job of In the March issue, Editor David W. Fuller revealed that he likes to hear from “cranky callers” (people
Another call, another satisfied Costco answering our members’ questions or directing who may not be in the best mood regarding Costco
member. “We’re an extension of the ware- them where they need to go for answers,” says or the magazine). Look for his recap in the June
house,” Leslie says. “By having knowledge- Jamie Torgerson, manager of the Call Center. issue of his conversations with the 70 (and count-
able agents here, we’re able to take care of Members are encouraged to share ques- ing) callers he’s talked to.
