Two years ago my 16-year-old son’s, very old, used car died and I decided to lease him a new car. Considering he didn’t drive enough to go over the mileage limit, it seemed like a reasonably economical approach. But mostly I did it for myself. I wanted the comfort of knowing he wouldn’t breakdown on the side of the road (which meant less work for me).
I set up the monthly payment in my online banking account for automatic payment and life was good until I received not less than five calls (on my mobile phone) from Chase Auto Finance in one day; all during business hours. I was in client meetings most of the day so I had to ignore most of the calls. I was able to answer the call on one occasion and learned it was a robo-caller which wanted me to resolve the issue through their automated system. I tried but the system was very much not human friendly. I hung up eventually in frustration.
At 8am the next day, the same number came up on my phone. I answered the call but hit enough keys to hear “transferring to a specialist” – relief! My specialist’s name was CJ and I explained that I had made a mistake with my online banking and the problem has been fixed. Once he was convinced they would be paid, (including a late fee) he updated my account and I then asked him if he would listen to a little customer feedback. He obliged.
I shared my experience about the barrage of automated calls and frustration with their system and asked a simple question;
“Your customers are people, why not just have somebody pick up the phone and speak to them instead of driving them crazy?”I fully expected to hear the standard response “I am sorry to hear you are not happy," but I didn’t. Instead I heard “I will take you off automated calling and be sure a real person calls you in the future." I was speechless (very rare) and I said, “Thank you.”
Empowered employees can make a massive difference for the customer experience. Something very positive is happening at Chase Auto Finance, and, although I don’t have first-hand knowledge of the specifics, I sense their leadership is very much focused developing a workforce feels and is empowered to take care of the customer. Kudos to CEO Mark O’Donovan for setting the right tone.
David Liddell is the founder and President of SKYE Business Solutions. He regularly shares his thoughts and opinions on LinkedIn. Connect with him here.
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