Thought Garage

I gave my Honda vehicle for a service at a Dealer this weekend. Everything went well. And then I got an email little later asking for feedback on how did the service went and whether I was satisfied with the service.  Here is the text of the Email. The third paragraph was bold text in the email itself. I only replaced the Dealer name and contact details of the Service manager with xxx.   Thank you for choosing XXX  for your recent service needs. It is important to me that you were completely satisfied with your service or repairs. Only you can tell us if we have met or exceeded your expectations. We would appreciate receiving your impressions of this visit. Please take the time to answer the questions and click submit to send your answers back to me. If you prefer a more personal approach, you may call me directly at xxx-xxx-xxxx. Your comments will make a difference, so do not hesitate to make your views known. You may be receiving a survey directly ...

Ryan of 37 Signals shared his recent experience with T-Mobile customer service that's so wonderful and quite unbelievable to me. Instead of waiting for about 20 minutes on the line to talk to an agent, T-Mobile's calling back the customer when they are ready is an excellent strategy of really caring about customer. I hope its not an exception but something every customer experiences with T-Mobile.  The other two strategies, giving a specific date for resolution and automatically communicating customer once the problem is fixed are just excellent. 1. I never had to stand in line Waiting on hold sucks. T-Mobile knows it so they gave me another option and called me back. 2. The agent cared about my problem The girl on the line was kind, attentive, and apologetic. She made me feel like it was their problem and their responsibility. Which is exactly what I want as a customer. She also promised an update by a specific date, which eased my uncertainty. 3....

Ryan of 37 Signals shared his recent experience with T-Mobile customer service that's so wonderful and quite unbelievable to me. Instead of waiting for about 20 minutes on the line to talk to an agent, T-Mobile's calling back the customer when they are ready is an excellent strategy of really caring about customer. I hope its not an exception but something every customer experiences with T-Mobile.  The other two strategies, giving a specific date for resolution and automatically communicating customer once the problem is fixed are just excellent. 1. I never had to stand in line Waiting on hold sucks. T-Mobile knows it so they gave me another option and called me back. 2. The agent cared about my problem The girl on the line was kind, attentive, and apologetic. She made me feel like it was their problem and their responsibility. Which is exactly what I want as a customer. She also promised an update by a specific date, which eased my uncertainty. 3. W...