It’s about hiring good people. It’s about the people doing their job caring, just a little bit, about the customer and their perspective.
I just had a shockingly good customer experience because someone cared.
I am still trying to get money back from my 2006 flexible spending account. Yes, I know, we are halfway to 2008! This is my issue with the big healthcare company that shall remain nameless. I know why they have this issue. Their data is mind numbingly hard to access. This health care company does not believe in technology.
So I already head into the umpteenth issue on my reimbursement fax (I could go on and on about how I hate the fax machine–stupid interim technology—) knowing that this is going to be a frustrating experience because of the fact that they really mess with their employees ability to help customers by not paying attention to the technology that provides the employees tools.
What happens next is about the fact that someone cared & the fact that I took a deep breath before calling and decided I was going to be pleasant with whoever I encountered. The gentleman that took the call from me was treated with respect and patience. I know what he is dealing with on his end, I have to be patient. 🙂 The call took awhile, but he resolved it. All of it. He ended the call by saying, “your claim should be processed in a day or so. Is there anything else I can help you with?”.
I just responded by saying, “nothing else now, thank you, you’ve made my day.”
Be nice, be patient and encounter someone that cares. = Positive encounters with most humans.