GOOD customer experience needs to be consistent…
Unfortunately, it’s rare to receive great customer experience these days. Many companies don’t understand the connection of good customer service and the immense value that return and referring customers can give, including more revenue. It’s disappointing to see so many poor reviews on Yelp and Facebook when businesses are struggling to get customers during the pandemic. I am excited to share a few of my good experiences with you:
- @CochlearLimited Corporation based in Colorado. I am hard of hearing, so I have bilateral cochlear implants. When I have had to get a replacement part or just have a technical question, I consistently get a response within an hour if they are open or if not first thing the next morning. They have always been friendly and professional. The people answering the phones are knowledgeable and if they can’t resolve the problem, they will get you the answer ASAP. Sometimes they will even send a replacement part or battery at no charge, and these aren’t cheap parts. They know the sense of urgency to get your question answered or part sent immediately so you can get back to your normal hearing world. I would highly recommend this company if you have cochlear implants.
- @AZperfectcomfortphoenix – Arizona Perfect Comfort based in Phoenix, Arizona. The owners John and Robin McCombs know the importance of providing exceptional customer experiences, so they make sure their team is trained and aligned that way too. Being a HVAC company they are always busy, however if you have an emergency, they will move you to first in line. Their receptionists are knowledgeable and able to answer most of your questions. If not they will find the answer. Their technicians are knowledgeable and professional too. They clearly explain all their work and pricing before any work is done. If there is the need for a contract one of the owners will review the details with you. You will always be treated fairly. They offer a great maintenance program so if you are like me and forget to give your A/C TLC they will be out every 6 months to take care any problems. I highly recommend them for your HVAC needs.
Does your company know how to respond to a technical problem?
- @Universe a Ticketmaster Co / Encore Live based in different cities and countries. I recently bought tickets to see Garth Brooks at a Drive in Theater in Scottsdale, Arizona. When I purchased the tickets online I couldn’t get the submit button to work and I keep getting a message stating my credit card wasn’t being accepted. Of course I kept retrying numerous times and even tried different cards. Finally, I got a notice indicating that my card went through. I didn’t receive a confirmation immediately so was a little concerned. After about 5 minutes I saw all these charges show up on my cards. Of course I was freaking out. Shortly after I saw that all the tickets got cancelled. I sent Encore Live an email however it was late so figured I wouldn’t get a response that day. I contacted my bank to make them aware. The next morning, I had numerous emails form @Universe stating they had a technical problem and were refunding all the additional charges. Within an hour all charges were reversed, and I was only charged for the one ticket I originally intended to purchase. I did receive the ticket and a sincere apology. Although the experience started out bad, the problem was resolved fast which was refreshing and there was no need for me to have to follow up. I would order entertainment tickets from them again.
As a customer experience specialist I know that all companies can have problems and/or need educated on how to give great customer experiences. Let us at The Hart Experience educate you and your team on the importance of giving your customers quality experiences so they will return and refer. Contact Debbie@thehartexperience.com 602.717.3271 www.thehartexperience.com
PS Let us put more money in your pocket… Also, we can educate you on the CDC Guidelines
