Customer Service Experiences By: Jamey Hopper

We encounter companies offering service every day.  Sometimes our experience is excellent.  Unfortunately, all too often our experience is average or poor.

Recently I needed to rent a car because mine was in the shop.  I called a car rental company.  I gave the automated attendant my #1 Club number.  Then I spoke to an agent.  She asked for my #1 Club number.  No big deal, many companies do not tie their systems together (even though the software to do so  is readily available) so I gave my number again.  I told her that I needed a rental today since my car was in the shop.  She said “will you be picking that up tomorrow”?  I said, “no, I need it today”.  She said “What airport will you be flying in to?”.  Clearly she had not been listening to me.  She was simply completing a form.  She had no interest in me, only in completing her form and completing her shift.

Our hope and our goal is that you never have that kind of experience with Dexcomm.  We train our operators to be present on every call.  Yet we know that the occasional disconnect exists.  There is a time when our service is below our normal standards.  When that happens we want to hear from you.

In the very near future we are going to create a space on our web page for service stories.  If you have a bad or a good experience with Dexcomm we want to hear about it.  But what is more significant, we want the entire Internet community to hear about it.  We know that our service is not perfect.  We know that we need to improve in some areas.  So we are going to ask our customers to give us feedback on which areas need that improvement.

As president of Dexcomm the only promise I have made to a customer is that we will make a mistake.  That is simply the reality of our business.  But another reality is that we make every effort to learn from our mistakes and to improve every day.  Our goal at Dexcomm is to be the best messaging value in the USA.  We cannot achieve that goal unless we are constantly improving our service systems and our training systems.  Feedback from our customers and our callers is a great way for us to learn how to improve from the very people we want to impress.  So please share your comments with us.  Please let us know how we are doing.  We want to hear the bad as well as the good.  Every comment is appreciated.

Jamey Hopper