Traveling for work can be a nightmare, especially when you don’t carry a Platinum, Diamond, or King/Queen of the Universe status with your preferred hotels and airlines like me. I just reached peasant level with my hotel and airline. However, I have experienced a heightened base level of service with one company that has kept me using them for several years. You’d never guess that it is a local taxi company in Salt Lake City. Interacting with them is the only piece of travel that is made easy for me. Here is how my last experience went.
Me: <I call the taxi company – phone is answered in two rings by an agent>
Taxi Company: Thank you for calling, is this Scott Logan?
Me: Yes it is. I need to schedule a cab for 5:00am tomorrow morning.
Taxi Company: Will that be from <my address> to the airport?
Me: Yes it will.
Taxi Company: Great, your cab will be there shortly before 5:00am.
Me: Thank you!
Taxi Company: Have a great day.
It took all of fifteen seconds and sure enough they arrived ten minutes to 5:00am. Breaking this down, they had a screen pop with my customer history available to the agent after identifying my phone number before the call was answered. From there she saw that I have mostly booked cabs from my house to the airport in the wee hours of the morning and prompted the discussion. On a side note, I was once even offered a coffee to be brought next time I was picked up by one of the cab drivers who normally works that early morning shift in my area. I declined because I am a picky coffee snob, but appreciated the offer.
Most of you are either thinking, wow, I wish my experiences were like that or I wish my company could provide service like that. Well, you are in luck on the latter because inContact brings people who build experiences like this to you to explain how they did it through the Problem Solved Tour. You get to take home the blueprints showing how companies have solved problems in their contact center(s) and how they have boosted their customer loyalty and/or service level.