Guest post by
Saurabh Dwivedi, Consultant, Infosys
One fine morning, I got a call from car service center reminding me of due car service. I was aware of the due service but appreciated this initiative. I checked with the service agent for the availability of dashboard glove box which my 3 year old champ has accidentally pulled off. The line went quite for some time and then service agent responded that the parts are available and I can visit for service and also get it replaced same time.
Expecting to get the part fixed along with the due service, I got an appointment for weekend, travelled to another corner of the city and finally landed up at the center. I was received well but to my shock and surprise when I checked for the part, the assigned technician updated that the particular part is out of stock. The whole customer experience journey came crashing down upon hearing this. Since, I had travelled to another corner of city, I didn't have many options. I got my service done and returned with bad experience.
Continue reading "
Leading the Customer Service Commitments (Part-1)