Author:  Gary Barnett

I just had an extremely positive customer experience with a company that is effectively using multiple channels to proactively service their customers.  My experience was so impressive, that I felt compelled to share it with you. 

I recently transitioned to a new Internet service, which required an on-site visit from a technician.  After I signed up for the service, I received an email welcoming me to the “family” and stating that the company would keep me updated on the progress of my service activation.  Shortly thereafter, I received another email providing a progress update and saying that a technician would be at my house in the next day or two. I was also told that the technician would not require access to the inside of my home.

A few days later, I received a third email informing me that the technician had completed his visit and everything was in-order, but additional information was required.  The company offered the option to respond via email or telephone.  I promptly called the 800 number and the automated system asked me for my account number.  When the agent answered the phone, she said, “Hello, Mr. Barnett.  I bet you’re calling about the email we just sent you.”

Within two seconds of the agent answering the phone, I had complete confidence that she would be able to help me.  She met my expectations.

I am a relatively new subscriber to this service, but so far I am a very satisfied subscriber.  In fact, I am so satisfied that I have already told about 100 of my closest friends.
 

 

This entry was posted on Tuesday, February 6th, 2007 at 9:04 am and is filed under Customer Service/Consumer Demands. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.