As managers and owners, we have to take care that the systems we put in place to manage and ensure great customer experiences do not create robotic procedures that can be counter to the very experiences we are trying to create.
In the post Customer Service Training: Principles Trump Procedures, I told the story of a fast casual employee whose stubborn insistence on taking my food to the table for me took a great customer service process and turned it into something more negative than positive. Why? Because it seemed like the employee had to perform the task, whether it added value or not.
I recently had an experience with AAA, the roadside assistance company, where I experienced a similar interaction regarding what seemed like the rote following of a customer service procedure.
Now, I mention AAA by name only because the total customer experience I had with the company was amazing! A 99 out of 100. And though this post might be dedicated to the “point they missed,” my experience with AAA was superlative from start to finish.
First, here’s a quick rundown of some of the excellent touchpoints in my experience with AAA: Read More