John DiJulius | Customer Experience Blog


Patient Service Revolution | Dash cam busts employee abusing Customer’s car | CX Architect
August 26, 2015, 4:37 am
Filed under: Customer Service
TLC started a Patient Service Revolution – I always tell people that while the Secret Service Summit has the best speakers on Customer Xperience in the world, you will learn the most from the other companies and attendees in the audience. Everyone in attendance gets it, loves it, and lives it. They are the true practitioners finding ways to become the brand Customers cannot live without. A perfect example is TLC Laser Vision, a national laser eye-surgery chain with more than fifty locations throughout the United States and Canada. Since our first Secret Service Summit in 2009, TLC has sent approximately 30 people every year. And each year they go back and implement so many incredible things that produce immediate results and impact patient satisfaction scores and referrals. In this short video, Terry Alarcon, TLC’s Customer Xperience Executive, shares what they have rolled out in 2015 as a result of attending last year’s Secret Service Summit.

*Related: BKIFG has a Secret Service Day for their employees

Dash cam busts dealership employee abusing Customer’s car – Ever wonder what the valet or mechanic does with you car while you leave it with them? One car owner found out. A woman brought her car into the dealership to have the radio fixed. When she got her car back, she downloaded her car’s dashboard camera and was shocked at what she found. The dash cam shows a dealership employee driving her car around northern Colorado, running errands, even driving through a red light. The video totaled about 17 hours over a 4-day period and estimated 200 miles.

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