In last week’s blog I was talking about the importance of being available to your customers.
Well , surprise, surprise – today I’ve actually got a good news story to share with you on this topic. It happened earlier this week when I called my electricity & gas supplier – the same company does both.
After following the robot’s instructions to press “1” for this and “2” for that I was put on hold.
About 30 seconds later the robot came back and said “We are sorry that you are still on hold”. And I was thinking to myself – “here we go – same old same old…”
But then the robot said “Would you like us to call you back?”
Wow – this I had NEVER heard before!
I clicked “1” for “yes”. Then the robot asked me to press “1” to be called back on the number I was calling from or “2” to provide a different number. I pressed “1”. The robot said ”Thank you – we will call you back within 10 minutes. You may hang up now.”
And guess what? They called back within 4 minutes! I was delighted I must say.
They offered something that was convenient for me.
And they followed through with it.
And they even over-delivered on what they had committed to.
And since it’s a good news story? The company is Airtricity.
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