We have so many examples of lousy, and even non-existent, service delivery in this country, that that it's nice to be able share an incident that impressed me as an example of really good service. That was from Outsurance. And believe me, this is NOT a sponsored blog!!
As I mentioned in a recent blog, I purchased a motor cycle in recent weeks. When I fetched the bike, obviously the question of insurance came up. The sales person gave me the name of a contact in the insurance industry, who would see me right. I phoned straight away and, because the person wasn't at her desk, left a message (with a human, not a machine) to say that I wanted insurance, and that I was referred by so-and-so. I'm still waiting for that person to get back to me.
Meanwhile, as a consequence of all their television advertising, I phoned Outsurance for a quote. The guy I spoke to was impressive. His name was Logan. The first thing that impressed me was when he said: "I see you're phoning from a cell phone. Would you like me to call you back?" I liked very much, because money is tight and it would take time to go through all the details. He wasn't pushy, but he told me about the product that he, very obviously, believed in, with genuine enthusiasm. He covered every detail of their policy. I told him quite bluntly that I wanted to phone around. He didn't push - just asked me politely if I'd mind if he checked in with me later in the day.
He phoned me again later in the afternoon to find out if I'd got other quotes, then heard that I was fairly obviously in a public place (a Mall, as it happened) and asked if it would be more convenient for me to talk later. I gave him a time. At the promised time, he called. He wasn't pushy, just keeping his finger on the pulse of a possible new client. When I said that I wasn't ready yet, he simply - and cheerfully - made another appointment to phone me.
'Things' just got in the way, and, to be honest, I didn't get around to making many calls for quotes, but I really needed cover. When he phoned me again, I felt that his enthusiasm for his company, his product and his prospective customer, was impressive enough for me to want to sign with them. When I gave him the go-ahead, he made sure that he went through the details again of exactly what my cover entailed.
Within hours they had e-mailed me my cover, welcoming letter, etc. The bike wasn't even registered yet. A call from their Help Desk followed to confirm.
Yesterday I eventually got my registration papers and my permanent plates. I realized that I should inform them, but I really didn't feel like spending half a month's premiums on a cell phone call, while I pressed various options and waited for the next available operator (normal procedure for most big companies one phones). So, instead, I just e-mailed the new details to a general e-mail address I'd found.
Once again, within hours I had received an e-mail to say that my notification had been received and passed to the right department, then another e-mail confirming the changes, with the amended policy document attached. I was still reading that, when I received a call from their Help Desk to say that the details had been amended, and was there anything else I required?
I'm impressed. I figure that this is what service should be.
When I told Logan that I was impressed by their service, he just chuckled good-naturedly and said to me: "Get used to it - this is the service you get from us!"
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