A few weeks ago I did what 80% of people do after a nice weekend; I got out of bed and went to work. Full of excitement and anticipation of what the new work week will bring, I jumped on my computer and reviewed my emails. One particular email from my boss caught my eye. She had run into some problems with video files and asked for my help. After investigating this for a bit I found a program that I thought was legit and hit the big green “Download” button. Site looks credible; there are partner logos all over the place. All my research points to, you’re probably OK if you download this file. It’s fine, we’re fine, everyone’s fine. Result: Blue screen.
We’ve all been there. We’ve downloaded something that we shouldn’t have and now I’m paying the price. For a split second I thought my luck would change after I did a restart. Nope. My IT guy is 1,500 miles away, and I don’t really feel like getting a lecture on why I should never download anything from the Internet, ever! What to do?
Luckily, my amazing fiancé purchased Geek Squad Support when she purchased my laptop. Not knowing what to expect, I called the number and had one of the best customer experiences in my life. I was put through to an agent immediately. No waiting, no hit 2 for support, no hold music. Jazmine made the problem seem like a non-issue when I talked to her on the phone. She got me calm immediately. We then jumped on a web conference and she took a look at the problem. From there she moved me to an IT specialist (Alberto) who was able to diagnose the problem while I was on a conference call for work. Alberto used a chat box to communicate with me so it didn’t interrupt other work that had to get done.
An hour later my computer was fixed and working better than it ever has. The Geek Squad team handled my problem immediately, patiently and with no strings attached. I was initially calmed and reassured by Jazmine that this could be fixed immediately. She then created a document that relayed all information over to Alberto so he knew everything that she and I knew. Alberto was speedy, inconspicuous and knowledgeable. Even though I work for an Internet marketing agency, the technical side of the web still confuses me. And, yes, I filled out the survey at the end of the call.
The Geek Squad was able to create a positive experience for me as soon as I called them. They were able to answer all my questions, work fast and keep a scary situation away from doing further harm. This is a great example of how companies can create amazing experiences for their customers. I’ll never need to have another support company for my personal computers for the rest of my life. And I bet The Geek Squad is OK with me saying that.
How to use this Information
You can be like The Geek Squad and create amazing experiences for you customers. Even for those customers that make their own mistakes. Webolutions, a Denver Internet marketing company has all the strategies and tactics to make this happen! Call us today at 303-300-2640 to learn more about experiential marketing and how it can work with your Internet marketing plan.
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