3DR Maps

Author: Fairin Woods

  • Phone Call to Credit Union for Checking Account Balance Inquiry on Jan 03, 2025
    I had a much better customer service experience with the company that does the payroll for 3D R.

    The difference in cognitive load, stress, frustration and other negative emotions was dramatically less in this than the credit union interaction.

    I’d like to contrast the things that made this call for assistance so much better.

    Nothing had changed in the payroll company’s procedures. I’ll bullet point the important positive things.

    • They gave me the same greetings and process to get started as they always.
    • They were respectful and patient as always.
    • They gave me assistance with no extra fee or surprise changes.
    • They understood the problem and immediately emailed the info for the next step to take.

    Here’s where my emotions are on the ratings scale for this interaction

    Rating the emotions using a 1-10 scale. 1 = slight impact and 10 = highly intense

    Shocked 0
    Frustrated 1
    Betrayed 0
    Disrespected 0
    Hopelessness 0

    Confident 6
    Satisfied 6
    Burdened 4

    The context of the call was different. I want to acknowledge that as a factor. I was using a computer with good WIFI. I wasn’t alone with this call. There as a team mate sitting next to me and active with this process.

    It’s seems this kind of good happens less often with customer service than the one that are exhausting, insulting or a complete waste of time, or you name the many different versions of awful customer service experiences.