Phone Service
Experience
Not long ago my wife and I took a trip to Washington D.C. for a vacation. We enjoyed the sites D.C. had to offer and really took in the history. It was our first trip to D.C. so we were very unfamiliar with the areas. On this particular day we were planning on going to Arlington Cemetery. The tourist map we were provided did not really give us the best directions so I decided to go through the phone book to find better directions. I ended up calling a local tourist bus business in attempt to get directions. At first I was not sure if the customer service representative on the other side would give me directions since I was not planning on using their bus company. I asked the lady for directions and in an almost confrontational voice replied, "Sir, are you asking for directions from your location to the cemetery?" At first I assumed this was indeed a bad idea and got the impression she was not interested in helping me. Then she proceeded to say, "Do you have Map Quest?" I replied I was in a hotel and I did not have access to a computer. She then says, "Give me your address and I will map quest the directions for you." I was quite shocked by her words since I perceived the phone call to be going in the other direction. She did "map quest" the directions and relayed them over the phone, giving me enough time to write them down.
Conclusion
At first I really was not sure what to expect when I made the call. I suppose my expectations was for this individual to answer my inquiry with a, "it's not my job" or "this is a bus company not a place to call for directions." This CSR went out of her way to help me by going above and beyond. It would have been one thing if she had the directions right in front of her, but she had to go to Map Quest, type in my information, and then relay the information. It was quite impressive to say the least and I sure was appreciative of her service.
What to take away
This one individual, with this one experience, proved to me that this company is customer focused and committed to the needs of people. It is not what you cannot do, but what you can do that separates one company from the next. Hiring people and letting them be accommodating and creative allows these employees to satisfy the needs of customers and future customers. Instead of letting CSR's be helpful, some companies would frown on such behavior like the one I received because it is not immediately benefiting the company. What they don't know is that such behavior will bring in business in the future from not only the person that was helped but by the people this person told. Even if I do not go back to D.C., this type of service, if given to everyone that calls, will ensure customers in the future.
Not long ago my wife and I took a trip to Washington D.C. for a vacation. We enjoyed the sites D.C. had to offer and really took in the history. It was our first trip to D.C. so we were very unfamiliar with the areas. On this particular day we were planning on going to Arlington Cemetery. The tourist map we were provided did not really give us the best directions so I decided to go through the phone book to find better directions. I ended up calling a local tourist bus business in attempt to get directions. At first I was not sure if the customer service representative on the other side would give me directions since I was not planning on using their bus company. I asked the lady for directions and in an almost confrontational voice replied, "Sir, are you asking for directions from your location to the cemetery?" At first I assumed this was indeed a bad idea and got the impression she was not interested in helping me. Then she proceeded to say, "Do you have Map Quest?" I replied I was in a hotel and I did not have access to a computer. She then says, "Give me your address and I will map quest the directions for you." I was quite shocked by her words since I perceived the phone call to be going in the other direction. She did "map quest" the directions and relayed them over the phone, giving me enough time to write them down.
Conclusion
At first I really was not sure what to expect when I made the call. I suppose my expectations was for this individual to answer my inquiry with a, "it's not my job" or "this is a bus company not a place to call for directions." This CSR went out of her way to help me by going above and beyond. It would have been one thing if she had the directions right in front of her, but she had to go to Map Quest, type in my information, and then relay the information. It was quite impressive to say the least and I sure was appreciative of her service.
What to take away
This one individual, with this one experience, proved to me that this company is customer focused and committed to the needs of people. It is not what you cannot do, but what you can do that separates one company from the next. Hiring people and letting them be accommodating and creative allows these employees to satisfy the needs of customers and future customers. Instead of letting CSR's be helpful, some companies would frown on such behavior like the one I received because it is not immediately benefiting the company. What they don't know is that such behavior will bring in business in the future from not only the person that was helped but by the people this person told. Even if I do not go back to D.C., this type of service, if given to everyone that calls, will ensure customers in the future.
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