On a cold frosty night in January, a man from Tuusula woke up to find his house suddenly freezing. He tested the surface of the floor and found that the electric underfloor heating was out of action. He immediately picked up the phone and started calling electrical companies. Getting help was not easy. Who couldn't make it, who didn't make the emergency call, who went to voicemail. The man decided to call the 24 Center.
24 Center customer service responded immediately and briefly recorded the problem: "The underfloor heating in the duplex has stopped working. The thermostat clicks on, but the floor does not heat properly. Please come immediately, the house is getting cold." The customer service agent promised the man an electrician would be there within half an hour.
After a phone call, the installer arrived on time. The friendly installer found the problem and fixed it quickly. Soon the floor started to glow nicely again.
24 Center's invoice to the customer was:
Alarm surcharge: EUR 267.00
On-call work: €396,00
Supplies: €18.70
Total: €681.70
The client was very grateful to have received help after the difficulties. The help had not been limited to just fixing the problem, but the customer had felt that they had received a complete service, from the first call to the feedback questionnaire. In his feedback, the customer wrote: "After some minor difficulties, the job was done smoothly and neatly. The telephone service was clearly articulated and even a layman like me understood what was going on. In this case there is no need for improvement, the job was done with a rating of 10". For numerical feedback, on a scale of 1-5, both the customer service representative and the installer scored a perfect 5.00 points.
