The following phone interaction is a common occurrence:
I recently received a phone call regarding my free Sirius satellite radio subscription coming to an end. Once the sales representative determined that I was the correct person they were trying to reach, they read from a script at lightning speed reminding me of what subscription choices were available. I had to ask them to slow down. They never took the time to ask if I was enjoying the introductory service that had come complimentary with my car.
In comparison, I received excellent service over the phone while speaking with a customer service representative from a national security company. I had called to schedule a service technician to come out to our home for add-on services and was pleasantly surprised by our brief phone dialogue.
- Once customer service rep reviewed my requested punch list items and understood that a kitchen renovation had just been completed, she asked me if I had any color preference for new wireless access points as she wanted to be sure it matched our new slider door.
- The customer service rep also proactively asked if I was familiar with the slimmer wireless access points and recommended that we use this on the slider door to keep things understated.
- When it was time to schedule the service appointment the first available appointment conflicted with a wedding I would be attending so we selected another mutually convenient day/time.
- After the call the customer service rep, who had been listening, wished me a nice time at the wedding.
What companies have wowed you lately?