The phrase customer experience is what everyone is talking about these days. It’s all about how the company interacted with the customer, whether it be online or offline.
While on my way to see my brother and his family a few months ago, my car broke down on the side of I-95 in the middle of the night. We were stranded without out AAA or any kind of roadside assistance. At this point I was a wreck. Then my partner had the grand idea to call AAA and see if we could get same day service if we signed up with them, and sure enough, they allowed us to sign up right then and get a tow truck out to us. A few hours later we were picked up, the car was taken to the service center and we were taken to the nearest hotel. Then we hit a snag, the tow truck driver only took cash and we didn’t have any on us, he then went on to say that he would drive us to the nearest ATM at no extra cost. He was our hero that night! Going forward to the next day, we received a call from the service center saying that since my car was under warranty and there was a Hyundai dealership right beside them they would drive the car over there and not charge us for the work they did to figure out what happened. Another stand up person! Within 30 minutes of us getting to the dealership they called Enterprise and had us in a rental car.
However with all of the great customer service that we received, I did have to help push the process. What I didn’t explain in the previous paragraph is that we waited 2 hours before leaving our hotel and walking in the rain to the dealership to find out what was going on with my car. The car was at the dealership, but we received no notification.
So why am I explaining all of this to you? To show you that even with great customer service the customer still has to take action to get the results they want. So think back to whenever you’ve had good customer service with out taking action yourself and comment on when and with who this has happened.
Sarah Herbaugh, Marketing Manager
