For great customer service, try going online

Maybe it's because I spend more than half my day in front of a computer, or maybe it's because it's partly my job to come up with ways to serve customers better from the web, but I can tell you if you're frustrated with picking up the phone and trying to navigate the automated menu system, try going to the web. You might be pleasantly surprised.

I'm surprised with how few people actually do this. So I feel compelled to write about it. For example, back in July I needed to get my passport renewed. I barely knew where to get started so I Google searched "Canadian Passport". A few clicks later I ended up here: http://www.pptc.gc.ca/can/pol_on-line_form.aspx?lang=e. It's an online Passport application form. Unfortunately you can't submit the form online, but you can fill everything out, and then print it and sign it. That made me happy since it meant I didn't have to track down paper forms, and didn't have to manually fill out all the boxes with a pen. Once I had that done and printed, and had my photos ready and signed, I booked a whole afternoon to go the Passport office to get the forms processed.

When I got to the Passport office, I was in for the customer experience surprise of my life. Yes, that's right a Canadian government office was about to "wow" me with a customer experience, and it was the last place I would expect it. When I got to reception, they thanked me (yes thanked me) for using the online form, and rewarded me by putting me at the front of the processing line!!! Instead of waiting there all afternoon like I expected, I was in and out of there in under 10 mins!! All because I used their online process. I've since shared this experience with others, and they all reported back the same experience.

So what's the lesson? Always try going online first for customer service. It makes sense for smart companies (or in this case a government agency) to reward customers for going online because it makes their processes run more efficiently. So in return for helping them, they just might help you, and everyone wins!! I'm not saying it will always work out, but try it!!