That's awesome!
@Credit_hawk wrote:Hey Ficers,
I've got a unique story to share which really boosted my opinion of Capital One and humanity. I called Cap One a few weeks ago about my Venture & QS and struck up a conversation with the CSR. I told her how I was planning a trip to Europe and we spoke for quite awhile while waiting for approval for a request from her manger. She told me about her son whom she said was around my age and had just got back from worldly travels. We both shared stuff about our lives and she offered travel tips. Long story short, this week I received a package from Amazon of travel books for Europe. It came with a note: "Mr. *****, Your trip sounds so exciting. I hope you have a safe and memorable vacation! Warmest Regards, Terri, Capital One."
Can you believe that? Now, I do have a real genuine ability to forge relationships with absolute strangers in short periods of time that feel like I've known them my whole life. It's a gift that's helped me tremendously in life. I've even been invited to my Blue Cross Blue Shield rep's birthday party before. True story. But this is memorable. I can't help but think she spent her own money but regardless whose money bought it, it is the sweetest gesture and form of customer service I've ever received from just a phone call. Sure, I've talked my way into huge discounts or refunds but this is different. This means more. Just thought I'd share.
I'd like to thank her somehow other than sending an Amazon thank you note which I already have. Call CapOne EO? Ideas?
Thanks!
This is amazing! I have never created a relationship with a person like that in a company. HOw do you do that. I do like to strike deals f I can but credit card lenders such as Cap One is a no go. I am working on my scores(would like to pc to a VS one from my QS one).
@Credit_hawk wrote:Hey Ficers,
I've got a unique story to share which really boosted my opinion of Capital One and humanity. I called Cap One a few weeks ago about my Venture & QS and struck up a conversation with the CSR. I told her how I was planning a trip to Europe and we spoke for quite awhile while waiting for approval for a request from her manger. She told me about her son whom she said was around my age and had just got back from worldly travels. We both shared stuff about our lives and she offered travel tips. Long story short, this week I received a package from Amazon of travel books for Europe. It came with a note: "Mr. *****, Your trip sounds so exciting. I hope you have a safe and memorable vacation! Warmest Regards, Terri, Capital One."
Can you believe that? Now, I do have a real genuine ability to forge relationships with absolute strangers in short periods of time that feel like I've known them my whole life. It's a gift that's helped me tremendously in life. I've even been invited to my Blue Cross Blue Shield rep's birthday party before. True story. But this is memorable. I can't help but think she spent her own money but regardless whose money bought it, it is the sweetest gesture and form of customer service I've ever received from just a phone call. Sure, I've talked my way into huge discounts or refunds but this is different. This means more. Just thought I'd share.
I'd like to thank her somehow other than sending an Amazon thank you note which I already have. Call CapOne EO? Ideas?
Thanks!
Way to go, Credit_Hawk! 
If you really want to thank Terri, IMO the best way would be to reach out to the EO (using the traditional methods)... I'm nearly certain they would respond to your email! (Think about it like this, the EO is used to getting one complaint after another... whoever receives your email would probably love the opportunity to speak with someone who is already happy with their service!)
When I was a manager years ago this was always a treat to me... I was over a maintenance group, and nearly all of the calls I got were complaints about an outage being too long, someone not doing their job, etc. Anytime a customer reached out to me with a complement on one of my people I made a big deal of it, and I always got my own boss involved as well.
Just a hint... if you do make contact, it's OK to mention the gift but if you want Terri to get the most benefits of your call be sure to mention (actually, stress) what she did to solve your issue, how she handled herself, how she made you love Capital One, etc. These are the things that will get the EO's attention even more than the gift you received (which I agree was quite cool as well). Remember to the bean-counters it's all about how well she does her job... if she helped you with a specific issue/problem spell it out to them. 
For those asking about "how it's done", I can give a few pointers as well. In my younger days (before I became older and jaded) I could be quite the charmer. My 'secret' was to start off speaking to people like they were my second cousin... any more familiar and you risk coming off as "creepy", but any more distant and you come across as uninterested. After the conversation starts let the other person determine how "friendly" you should be... if they seem responsive it's OK to bump it up a notch (perhaps first cousin?) but let them lead the way. It's surprising how agreeable people can be to what you want if they feel like they already know you, even if you're complete strangers.
@Credit_hawk wrote:
@Blackswizz750 wrote:
@Credit_hawk wrote:Hey Ficers,
I've got a unique story to share which really boosted my opinion of Capital One and humanity. I called Cap One a few weeks ago about my Venture & QS and struck up a conversation with the CSR. I told her how I was planning a trip to Europe and we spoke for quite awhile while waiting for approval for a request from her manger. She told me about her son whom she said was around my age and had just got back from worldly travels. We both shared stuff about our lives and she offered travel tips. Long story short, this week I received a package from Amazon of travel books for Europe. It came with a note: "Mr. *****, Your trip sounds so exciting. I hope you have a safe and memorable vacation! Warmest Regards, Terri, Capital One."
Can you believe that? Now, I do have a real genuine ability to forge relationships with absolute strangers in short periods of time that feel like I've known them my whole life. It's a gift that's helped me tremendously in life. I've even been invited to my Blue Cross Blue Shield rep's birthday party before. True story. But this is memorable. I can't help but think she spent her own money but regardless whose money bought it, it is the sweetest gesture and form of customer service I've ever received from just a phone call. Sure, I've talked my way into huge discounts or refunds but this is different. This means more. Just thought I'd share.
I'd like to thank her somehow other than sending an Amazon thank you note which I already have. Call CapOne EO? Ideas?
Thanks!
This is amazing! I have never created a relationship with a person like that in a company. HOw do you do that. I do like to strike deals f I can but credit card lenders such as Cap One is a no go. I am working on my scores(would like to pc to a VS one from my QS one).
To answer your question about how it's done, I would say Uncle B summed it up pretty good below but I'd add that I am by nature an extrovert but not in an overbearing obnoxious way (I hope lol). But I believe all of us have a lot more in common on a fundamental level than we realize. So I talk to you like we've been friends our whole lives in the sense that I don't just come up to you like I know you, this is what Uncle B hits on, I typically approach people in a formal-casual way then I will just level with you and like a normal person. I show that I don't want anything from you, rather just talking to you as a fellow human and what's most important in a conversation is a give and take. If you offer information about your personal life, I take that as a compliment and symbol of trust and I will respond with personal information in kind.
It doesn't have to be deeply personal but in this case she told me about her son, (he's a manager at a craft beer place in Brooklyn) he traveled all through Europe staying at hostels. I told her that was a great idea as a cost savings and a way to meet people particularly when traveling alone. I then said to her "yeah, my girlfriend never wants to travel anywhere. She's a workaholic. I tell her: Brittany, use your vacation days or you'll lose them but she never does. This year I hope to finally convince her." Stuff like that. It sounds weird trying to break it down because a lot of it is just feeling it out in the moment and not an exact science. Also, I'm a preppy guy so I'm disarming in appearance if we're in person but on the phone I'm talking to you like we're friends because I bet we have similar plights and after all we're all just people. If you actually listen to what a person has to say and concur (if you actually agree) then respond in kind, you'd be surprised how people appreciate that.
+1000
Perfectly stated, my friend!
Nice Credit hawk.