Speedy, same hour (let alone same day) responses are what we all want from the customer service people we contact. Correct?
Not always.
I recently filled in a form on a furniture removal website. The form was titled "Get an immediate quote online". I filled it in during a 5-minute break at work. I expected to get "an immediate quote online".
Instead, I got a promise that my quote would be sent to me. Then, within half an hour of filling in the form, I got a phone call. I couldn't answer the phone. Furthermore, the voicemail left on my phone left me no clearer on what my move was going to cost me. What was intended to be a quick, faceless interaction with an immediate response has ended up requiring returning of phone calls to named individuals to "further discuss my requirements".
Yes, the response was fast. But the response was not what I asked for.
The service provider missed the point of the service they were providing. The "online" element was what appealed to me in my context. However, there was no online fulfilment to speak of. The fastest service in the world can't make up for misunderstanding what your customers want.
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