This video segment describes a situation where the interviewee went above and beyond to help a dissatisfied customer.
- Identified a Customer Issue: The interviewee encountered a platinum card customer who was extremely upset because their car, which was damaged while skiing, was not covered by the card's rental insurance due to a specific exclusion in the terms and conditions.
- Went Above and Beyond: Despite the company policy, the interviewee recognized the customer's frustration and proactively sought a resolution. They:
- Investigated the issue and identified the relevant policy.
- Engaged with internal stakeholders, including the product team and a senior executive, to advocate for the customer.
- Successfully secured approval for a $4,000 statement credit to cover the repair costs.
- Further impressed the customer by arranging for a check to be mailed directly, providing a more tangible and personalized gesture of goodwill.
- Achieved Positive Outcomes:
- The customer was highly satisfied with the resolution and even became a testimonial for the company.
- The company retained a valuable customer who was initially considering canceling their card.
- The incident led to a review of the policy and improved communication regarding the scope of rental car insurance coverage.
This example demonstrates the interviewee's commitment to customer satisfaction, their ability to navigate internal processes, and their proactive approach to resolving customer issues.
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