After writing about my recent experience (and twittering about it to @statefarm and @geico) I got a very pleasant call from @statefarm today. After explaining my experience this past friday; this person responded actually listened to my "less than stelar" opinion of the call and responded back with "geesh; that shouldn't be a problem, we'll send you the rest of that reimbursement today" (spoiler: all this for $100, of which it probably cost me and them that much to have this go-around in the first place... #irony).
I calmly explained that although this was really not anyone's real "fault" (per-say); the experience was very depressing given the circumstances; the least anyone should have done was taken it into account and offered to route me to someone whom might be able to make my life easier if they didn't have the authority to.
This person seemed to agree; and repeatedly apologized for the experience (which I appreciated, she seemed pretty sincere as most customer service leaders are (i know a few; only reason you get into that biz, you actually like customers)).
I understand; customer service is hard. Esp when you probably deal with irate customers all day long. But at the end of the day; (as i've stated before); you also have the opportunity to be an amazing sales person and maybe even brighten someone's day in the process (esp when you're in something like auto claims). We (as customers) hate hate hate calling you; probably as much as you hate us calling you. But if you make our experience "magic"; maybe (just maybe) when we call you; we'll be happy... because we know you'll take care of us in return :)
So; if you're reading this; Thank you. I really appreciate at the very least, that you took the time to listen.
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/StandingO
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