Some time back I took my car to the Chevrolet service station for the first service. In fact, it was more of an assurance check-up after 1000kms.
Couple of days after the check up was done, I received a call asking for my feedback. I responded saying it was just an assurance check-up, so there wasn't much in it. She insisted on my knowing about the quality of my experience in the entire process. I said, "It was ok. Nothing much to talk about really."
She asked me what rating would I give to the experience on the scale of 10. Now, that made me respond properly. I said, "6."
She hung up saying, "Thank you." Foooooooooooz!
Yes, she didn't bother to ask me the reason; I thought '6' wasn't a great feedback. But she was probably reading a script and perhaps more interested in simply ticking a response or two and getting over with the job.
Chevrolet lost an opportunity to listen. And perhaps to improve and perhaps to delight the customer and perhaps to make him talk good about the brand and perhaps much more…
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