This morning, I had a problem accessing the Multiple Listing Service 
We couldn't access the automatic email updates for our clients. I tried clicking on subject links, rebooting the computer, deleting cookies and finally called customer service. The customer service representative asked me to reboot the computer, the server, delete cookies and then said,
" Honestly, I can access your account from where I am, so I think this is your problem." he added, "I need to document everything we went over so it's clear that I helped you." "If you have any more problems, you can call back."
I felt so "helped"
I thanked him for his time and let him off the hook because he honestly sounded like he had no more to give & was getting irritable.
I limped through the morning trying more tricks I picked up on the internet and finally gave in and called
Customer Service a Second Time
"Hello Ms. Henderson, how can I help you today?" I give him a short update on what I've tried and he says, "Wow, it sounds like you've tried all the logical things, let's see if we can unravel this problem together."
He hooked me! We were a team! He complimented my attempts to solve the problem on my own and then said we would work together for a solution-my kind of guy! We spent the next 20 minutes working through every solution he suggested. We talked about malware and the possibility of a bug.
He listened intently and offered suggestions. We finally agreed I should delete the auto searches-redo them and update my computer malware.
Problem solved? Nope. Excellent Customer Service? Absolutely!
Victoria Henderson is an Associate Broker with Buyer's Edge-Exclusive Buyer Agent-Realtor in Virginia, Maryland and Washington DC
Marshall Henderson is an Exclusive Buyer Agent with Buyer's Edge-Realtor in Virginia, Maryland and Washington DC
4849 Rugby Avenue Bethesda Maryland 20814 office 301.657.1475 cell 301.922.1677
members of the National Association of Exclusive Buyer Agents
Real Estate for Home Buyers
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