ABSTRACT
When my six year old washing machine broke, I called the manufacturer for help. I spoke with Judy Walker, a factory service representative who dispatched a local factory repair person to fix my washing machine. The next day, Judy called me to follow up on the repair. She wanted to know if the repair person arrived promptly and did the job in a timely fashion. Judy’s follow up call impressed me so much that instead of telling friends that my washing machine broke, I told them how great the manufacturer’s service was. This experience taught me an important lesson in customer service. I learned that though my appliance worked flawlessly hundreds of times, it wasn’t until it broke that I considered discussing it with friends. Judy’s call eclipsed a negative event with a positive one, and I became a walking advertisement for Judy’s company. This is why good customer service is so important!
