How many customer service mistakes can you spot in this true-life scenario?
Michael Angelo Caruso
International keynoter; 2x TEDx speaker; Speaker Coach; Fractional Sales Manager; Lifetime Rotarian, baby.
Me: My name is Michael Caruso and I’m calling to cancel my scheduled dental appointment.
Receptionist: And what's your name, please?
Me: Michael Caruso.
Receptionist: One moment. Okay, I see you on our books. Would you like to reschedule?
Me: No, I want to cancel.
Receptionist: And what's your name, please?
Me: Michael Caruso.
Receptionist: Ok, I’ll make a note.
Me: Would you like to know why I’m cancelling?
Receptionist: Er, um, well, if you’d like to tell me…
Me: Sure! I’m cancelling because I’m leaving you. I won’t be coming back.
Receptionist (after a pause): Okay….
Me: Would you like to know why I’m not coming back?
领英推荐
Receptionist: Um, er, well, we don’t normally ask, but I guess—yes. Yes, I’d like to know. Please.
Me: I’m not coming back because I had a dental emergency three weeks ago and you said you couldn’t help me.
Silence.
Me: You said that the State of Michigan was preventing you from accepting insurance. When I asked when you be taking appointments again, you said you didn’t know.
Silence.
Me: I was having discomfort that day and you didn’t refer me to another dentist. You just said that you couldn't see me.
Receptionist: Well, um, we don’t normally refer patients to other dentists and we were hoping to resolve our situation and we did finally get it resolved and things were working for a while and then it turns out that things weren't fixed, so we had to contact them again so we did an then we found out there was another problem, so...
Me: Uh, huh. Well, I hope you were able to solve the problem. But what really helped me decide was that you didn’t ask about my situation or even wish me luck.
Receptionist: Oh. Well, we hope that you’ll consider returning to us at some future date.
Me: Ok, thanks. I really enjoyed the few visits I made to your clinic. Goodbye.
Receptionist: Goodbye.???
Operations Executive and Leader of Great Teams and Contributions
5 个月Oh wow. Been there been though that. Painful to read. Because those of us who know start writing after the first sentence. Arrgh.
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
5 个月Michael, after reading about your true-life scenario, I feel your pain. Literally. Not only were you in discomfort because of your toothache, you simply gave up and canceled after the dental office hemmed and hawed with each call. You have my sympathies. I hope you have found another dentist who took you out of your physical and emotional misery after your other dentist to make you feel, not just good, but GREAT out there! ??