I was the original ID-10-T problem that early call center tech reps referenced. In technological malfunction, I may well be the problem. At this point I only call customer tech support when I really need to talk with a live person and have tried multiple other options. Reaching a live person who can help usually requires a frustrating sequence of keypad numbers and patience beyond my capacity.
Bearing that in mind, I called the customer service folks at U-Connect, the Chrysler corporation in-car communications system that is in my Jeep. Immediately, a very friendly woman answered the phone. I had two issues to resolve. She solved the first one and the second was beyond her expertise. At this point with other companies the call gets transferred and the automated phone tree returns that may or may not yield another live person. Not so with U-Connect. She took the time to find the person who could address the problem and did a personal hand-off to another woman who was equally cordial and helpful.
The something extra that made all the difference was that the person who answered my call owned the solution to my problems, even those beyond her capacity, and conveyed that persistently in a way that builds long-term customer loyalty.
Jeep and U-Connect get a big gold endorsement from the Professional Outsider. I commend them for their Lagniappe level of service. In recognition and appreciation of U-Connect’s impeccable customer service, Professional Outsider donations are being made to The Corporation for Public Broadcasting and our local NPR station.
Featured image courtesy of Pixabay.com.