This weekend we spent one night in the ER and one night on the phone with Amazon Kindle support.
I have decided that Amazon should be in charge of our health care system.
After holding for 30 seconds, someone worked with me and my broken Kindle over the phone for over two hours. It was after midnight when the solution was found. All the time, the employee kept apologizing for the inconvenience I was experiencing with my electronic device. The Amazon employee called back this evening to make sure everything was still working. Can you believe it? The employee’s name was Carl and he cured my Kindle. Most Kindle owners can understand the bond between a person and their e-book. I feel so relieved and pampered.
Contrast that with the ER personnel we dealt with. Our wait time was short, according to ER standards: only 2 hours. They were abrupt and ultimately not helpful. No one made a follow-up call to see if our kid was feeling any better. Although we spent 3 hours in the emergency room, we had 15 minutes with the payment guy and 5 minutes with a doctor. I realize a cure or a diagnosis is not always possible, but I think the doctor could learn some lessons in customer service from Carl.
Carl would have said, “I’m so sorry you’re experiencing difficulties. Thank you for choosing this hospital. We’ll do all we can to make you as comfortable as possible.”
And, “Would it be okay if I called back tomorrow evening to see how you are feeling?”
Or, “I’m so sorry you waited two hours for me to come.”
Carl, YOU should consider practicing medicine!
P.S.: The kid is okay!