Great customer service without the phone
The curb in a parking lot decided to play tug-of-war with my car’s bumper today and pulled it right off. I figured I should try to get it put back on ASAP since it looks crazy and feels noisy and exposed without it.
I was looking up the phone number for Don to call the car place and noticed a ‘live chat’ button on their site. That’s new. I was skeptical though, as in the past whenever I used their ‘make an appointment form’ someone would email me back requesting that I call (don’t you think I would have called in the first place if I wanted to communicate that way?).
The chat auto-answered but no one was there… fair enough, I wander away from my own chat sometimes. So I left it open until someone came back. He first asked for my phone to have someone call me. Figures. I told him I’m deaf and don’t use the phone. He said, “Okay. Well, in that case, let’s avoid the phone. I’ll call up our service department and relay the info to you.” That’s definitely a first! I figured he’d be easier to work with than a relay operator who has to follow strict standards and wouldn’t even explain why I had to have things relayed through them.
Things went smoothly, as any chat / IM conversation can when one person isn’t trapped inside a script.
At one point he said “They seem to be having trouble wrapping their heads around the difficulty in speaking to you by phone… Okay, found someone with some sense.” Boy do I know that feeling.
Long story short – my appointment is set up for tomorrow morning and I even got directions to the collision center since I hadn’t been there before, and he gave me his email in case I needed anything.