It's a cold night in March. It is 04.41. There is still time for sunrise. Water vapour rises from the surface of a small lake just outside the boundaries of the metropolitan area. The occupants of a nearby terraced house are fast asleep.
There's a bang. A tenant in one of the apartments wakes up. The bang came from inside the adjacent wall. The resident checks the electricity and finds that some of the lights are not working. The underfloor heating circuit is also completely out of action. Uncertainty begins to gnaw at the mind. Whether to wait until the morning or whether it is safer to deal with it now. Can you get an electrician out at this time?
After a moment of research, a website promises an electrician on site 24/7, and soon the 24 Center's customer service phone rings. Routinely, the relevant details of the site are taken down and the customer is promised an electrician on site within the hour.
The electrician was on the road almost as soon as the order was placed, but it was more than half an hour to get there. After leaving, the installer called the customer and took a closer look at the situation to make sure all the necessary supplies were on board. At the same time, he told the customer that the problem would be fixed quickly and estimated an even more precise arrival time for the customer.
An hour after the call, the electrician arched into the yard of a terraced house and went to work. A faulty contactor had blown the main fuse, and a quick job was done to replace it. The electricity was back on and the customer was grateful. He still had a few hours to sleep.
The customer experience was good based on the feedback. On a scale of 1 to 10, he gave a 10 to both the customer service representative and the electrician: "Despite the exceptional timing, I received a professional, friendly and up-to-date service, and the pricing was clear and well communicated. Thank you for the good service and the careful troubleshooting, which was thoroughly explained and the service was friendly. I received good service, especially when the electricity in the apartment goes off in the morning for no clear reason, it is a great relief that the installation service is quickly available. I can't suggest any improvements, after the alarm I was quickly helped and as a consumer I received all the information which is essential."
