Today’s guest blog post is written by Matthew Robinson, Senior Implementation Specialist, Patron Technology.
I don’t know if you’re like me, but I dread calling up customer service representatives. We all have a nightmare story about the time you called “Company A” and they treated you so poorly that you’ll never do business with them again. Don’t worry; I won’t ask you to relive that maddening experience. In fact, just for good measure, take a breath.
I was worried that I was going to have a situation like that a couple of weeks ago: I had rented a Zipcar, the well known car-sharing service which allows you to rent a car for a couple of hours at a time. But, when attempting to return my rental to the parking spot reserved for it, I noticed another (non-Zipcar) car parked there — I immediately got a knot in my stomach. After checking the “Someone is in my spot!” button in the app, I accepted that I was going to need to call and talk to someone…
Within the first minute of the call, I explained the scenario, and the Zipcar rep said: “Oh man, that’s so rude of them.” This comment was quite a turning point in the conversation, because (as far as I’m aware) no company would script that kind of off-the-cuff reaction. I knew I was working with a real person.Read the Article