I get wished on birthday by every company which services me for credit card, cell phone, Car etc. At least that ensures that the data in the form that is filled while buying these services is captured in some database. What next?
What good is this data if it can only send me an automated wish but cannot help in delivering me a adequate service.
When I go to get my car’s broken mirror assembly replaced, I am told by Honda Service Station Personnel that since the colour matching has to be done at a different centre, the mirror will be available the next morning. I am asked to pay an advance amount, which I do.
I reach the day after next, only to be informed that the mirror assembly is ready in the other plant but has still not reached this centre. A driver is sent to the other plant who comes back after a delay of an hour and a half and the job is done. so what do I do while I am waiting in frustration and getting delayed for office – update my facebook, twitter and this blog.
A simple digup would have brought up my contact details and I could have been informed that the mirror is not yet ready and that could have saved me 90 minutes of waiting and an aggreived customer for the service station.
As for the overall customer experience, I will write in my next entry.
