established the ultimate
tech-support service for its
customers. Prior to your service,
one was at the mercy of the
vendor’s tech support: waiting,
disconnections, multiple transfers
to different technicians/engineers.
You have set the standard for
companies’ tech support.”
S;; Fr;nc;sc;, CA
PV: What are some of the free service perks
of the program?
FM: Members are connected to a CCS
tech-support representative—typically in less
than 20 seconds, at our new state-of-the-art
facility in Fort Myers, Florida. ;ere’s no animated voice you must try to interact with or
punching hundreds of buttons to get to a live
person. We walk each member through and
stay on the phone as long as it takes to resolve
the issue. We can even access a member’s computer remotely to see what’s going on.
PV: OK, you’ve piqued my interest. Walk
me through the steps.
FM: It’s easy. A;er calling the toll-free
answers two questions: English or Spanish,
and what kind of product is involved.
It’s helpful and speeds up the call if the
member can also provide the name and membership number of the person who purchased
the item, product item number (printed on
the receipt), the brand, model, serial number
(found on the product) and date of purchase,
and phone number for follow-up.
PV: It’s great that real people answer right
away, but are they just phone sitters using up
time until an expert is available?
FM: All CCS agents are expert-level technicians trained speci;cally to handle Costco
products and provide easy-to-understand
answers. Training is ongoing, syncing with new
products or features as they arrive at Costco.
More than 74 percent of member concerns
are resolved within the very ;rst call, which
says a lot about our agents providing an unparalleled level of best-in-class technical help.
I CALLED COSTCO Concierge Services 10
times randomly over a five-day period. After
selecting the language I wished (English or
Spanish) and the type of product (television,
computer, etc.), I was always transferred to
a technician within one ring. They all provided their name and badge number and
then asked for my phone number and how
they could help. I was duly impressed.
The peace of mind in knowing that a
courteous, tech-savvy person is just a quick
phone call away and is available free for the
lifetime of the product is what ultimately
sealed the deal in Costco’s favor when I
recently purchased a new computer. Why
would I buy one anywhere else?—PV
On the line
IRIDIO PHOTOGRAPH Y
PV: Wait a minute. Shouldn’t the manufacturers be able to answer questions on their
FM: Many of our members were frustrated in dealing with overseas call centers
and people who could not answer their technical questions, or they found they had to
purchase a separate tech-support contract in
order to get service running.
We felt this was just not right, so we got
involved to champion the member, not a brand.
“My call was quickly
answered and was taken
by Tom. Tom’s professional-
ism and his clear knowledge
of the product, his calm and
reassuring manner, made
this a wonderful customer
B;c; R;t;;, FL
PV: What don’t you do?
FM: CCS does not handle returns, nor do
we authorize returns. We are tech support
only. Returns are handled through the local
warehouse membership desk or, if purchased
online from Costco.com, at 1-800-955-2292.
We also don’t send our agents to set up a
product in the home or office. However,
Costco.com does o;er basic TV setup in many
states for $89.99.
PV: Do you have any tips for members
when using CCS?
FM: You must be with the device you are
calling about and have the time available to
work through the problem. If you are not,
CCS will need to set up a call-back time.
Also, make a record of all the product
information when you first open the box.
;ere is a perfect spot located on the CCS
brochure for this.
“I proceeded to
tell her the situation,
expecting to be shunted
to a specialist in my partic-
ular TV. Not so: She directed
me to turn on the TV [and] …
she ;xed the problem. This
Costco Concierge Service
is a fantastic service
to the public.”
PV: And if CCS can’t answer a question?
FM: Agents have direct backdoor access
to the manufacturer’s tech support to ;nd a
solution. ;e call is made while the member
and the CCS agent are on the line. CCS follow-ups continue until the issue is resolved.
PV: And CCS is not exclusive for Executive members?
FM: CCS red-carpet assistance is available
to all Costco members residing in the U.S.
PV: What if I don’t have the original receipt?
FM: Most manufacturers require this, but
we can verify purchase through the membership number.
PV: What’s the value of Costco Concierge
Services to members?
FM: Good technical support enables
members to get the most from their investments in Costco electronics. We want to be
the ;rst, the last and the only ones that our
members need to call.
If you buy something at Costco, you
should be able to really use it to its fullest.
Costco Concierge Services technical support
makes sure this happens. C
Costco Concierge Services brochures
are available in the electronics areas
in all warehouses and on Costco.com.
Type “concierge” in the search box.
DECEMBER 2011 ;e Costco Connection 79