That’s it! I ask myself a question, what’s good customer service? And few days ago I had a chance (not that I wanted to) to experience customer service.
What happened you may ask?
Imagine this: Day like every other day, meeting here – meeting there, and when I was just about to start the car and be on my way…my car didn’t start. Surprise, surprise! Battery was done for this year. I’m one of those who believe in AAA so called them and few things happened:
- Person on the phone I was talking to was not so nice. This representative just read the script and did not listen to what I was saying (and I was not saying much but still).
- I’ve been told to wait approximately an hour for a technician (that’s ok but not so much fun here in the Valley of the Sun, but I’m glad it’s June or July and 115F outside).
- Then I’ve got a text message with the link to the website with an active map so I was able to see where the technician was en route.
- Oh and there was another call, this time from the technician that he is on his way ad=no that he needs more time. Ok, I can survive it even with 45% phone battery.
- The technician showed up and here the good customer service starts…
- First thing he did was to offer me a bottle of water. Such a small gesture was very welcome. Btw.: I’m prepared for summer in Arizona…so I carry 30 bottles of water in my car 😉
- He explained whole process, run the battery test, etc. and everything was taken care of in under 30 minutes.
The first part, customer service representative on the phone, was not the best experience but the second part was good service. What I did later that day? I send a tweet to AAA that Brandon (the technician) did a good job. And you know what AAA social media team responded and then called me the next day to talk about the customer service.
Good job AAA_Arizona…good job!
