Episode 10 - The Unusual Suspects of Exceptional Customer Service
So, picture this: one ordinary day, our car vanishes into thin air. Stolen. Vanished. Poof! But that's just the beginning of this extraordinary adventure in customer service.
The phone rings, and a voice on the other end introduces themselves as a customer service agent. But here's the kicker – this agent isn't from our insurance company or the police; they're the representatives of the car thieves themselves! They've got our car, and they're demanding a payment for its return. According to the police, negotiation is our best shot to rescue our beloved vehicle from becoming a part of some underground car disassembly project.
Now, you might be thinking, "Customer service from car thieves? Seriously?" Well, brace yourselves, because every step of this strange journey was a masterclass in customer service and well-designed processes.
First up, we had our very own CS agent for negotiations and arrangements. They were polite, professional, and shockingly accommodating given the circumstances. They even offered us some "special deals" on our car's return. Imagine that, discounts from car thieves!
Next, we encountered the financial team. Yes, the car thieves had an actual financial team, to smoothly handle the payment. It felt like we were closing a deal at a legitimate business!
Then came the operations team, tasked with delivering our car. These folks were prompt and efficient. Our stolen car was returned to us in surprisingly good shape.
But here's the real twist in this darkly comedic tale: our CS agent, the negotiator, took on the role of "after-sales" support! He called us after we received the car, just like a real customer service pro. They asked if everything was intact, as if they were selling us a brand-new car. They even expressed their happiness to be of service. I half-expected them to give us a customer satisfaction survey and a discount code for our next theft.
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Now, folks, I've seen some bizarre examples of CX in my time, but this one takes the cake. It's proof that exceptional customer service can come from the most unexpected places, even the shadowy world of car thieves.
Key Takeaways for Businesses (and Car Thieves):
So, there you have it, the most unexpected provider of great customer service – car thieves! Stay tuned for more mind-boggling tales in the next episode of "The CX Files."
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CEO | Customer Centric Growth Architect | Executive Coach | Public Speaker
1yLove how you got the essence of it all
ITSM Strategy Alignment and Business Architect
1yI especially loved the "I half-expected them to give us a customer satisfaction survey and a discount code for our next theft." But the article resonates the truth ... if you defined all 3 steps mentioned and addressed them correctly you have qualty performance ... even if they are the bad guys. So for the good guys ... hint hint!!