I had one of those experiences which happen all too often to others but I needed a reminder before putting words to paper.
My company uses a professional business travel provider which has an online portal for creating travel plans. Cut to the chase I booked a rental car and after a bit I received an email from them that my credit card details were not correct and that I should call them. I reached a very helpful woman who tried here very best to locate my booking but in the end, 20 minutes later, I was left with the only alternative of calling the rental company myself.
Sorry sir, I cannot find your booking…
Having looked up a local number here as I did not want to explain this in Italian and there within 10 minutes I was treated to a wonderful experience by a rep who had all the details available. they saw there was an abundance of cars one category higher, offered a better price since my original booking had come from the US and told me tomorrow’s weather in Milan where my travels are taking me.
What is this all about? It does not matter how friendly and helpful a rep may be. It will not show on any report that my call to the center while meeting the 1st contact resolution target but the customer went away knowing no more than before. Giving reps the information they need to provide the answers customers require is just the beginning. Adding more layers to that relationship builds trust. And thanks to that rep who told me it would rain, I brought my umbrella.
What was that worth?