Customer Experience and Moment of Truth

Customer Experience and Moment of Truth

Instructions/Descriptions

Customer Experience and Moment of Truth

1. I need to write 1 page on:

Discussing a personal moment of truth. In your response, please not go into a lot of detail as to what a MOT is…..focus on your personal experience.

2. Please comment on the writing below in 300 words.

I recently had a customer experience including several moments of truth with IRS and the company Sprintax. Indeed, most of you already know Sprintax as Pace University’s recommended partner to help students file their tax returns. So here’s the little background: I filed my tax returns document with the help of Sprintax in Spring and mailed them to IRS way before the deadline. After a few months of seeing all my friends receiving their refunds, I got worried as I hadn’t received anything yet.

MOT 1: I called IRS hoping to talk to a human advisor, but ended up talking to an IVR (interactive voice response) robot who tells me that the information I gave them on request (name, social security number, address, expected refund amount) are not enough to track my refunds. Ultimately, the AI concludes by advising me to visit a special page on IRS’s website to track my refund, and terminates the call. After this first MOT I was a little disappointed that I wasn’t given the opportunity to talk to a real person and my perception of IRS as being a high governmental institution falls down considerably, along with my admiration and respect for the American bureaucracy.

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MOT 2: As advised, I visit IRS’s website and try to track my refund. However, after providing, once again, my name, SSN, address, and expected refund amount, the website shows me an error message saying that my refund cannot be tracked, and that this refund probably doesn’t even exist! After this second MOT, I panicked, knowing that I expected an important amount of $ and that I followed Sprintax procedures properly when filing and mailing my tax returns. Needless to say that my esteem of IRS dropped even lower after this second moment of truth.

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MOT 3: Panicked, I review my tax return documents and attach them to a desperate email for a Sprintax representative, hoping someone outside of IRS could help me. After only a few hours, Eva answered my email with some questions to help her find a way to track my refunds. She was very kind, quick, and professional. After a few emails, she was able to tell me that my New York State refund was being re-directed from my hold address to my new address and I received it just a few days later (thanks you Eva!). Regarding my Federal tax return, Eva was able to tell me that my documents were not in IRS system yet as they haven’t finished to review all the returns they received and that it could take another month or so to receive it. Ever since that day, Eva emailed me once a week to ask me if I received my federal tax refund. I have not, but I really appreciate how committed she is to help me track my refunds! After this last MOT I can tell that I respect and trust Sprintax way more than IRS. Indeed, Sprintax provided a curated, personalized customer experience for me and helped me better, and in a more qualitative way than IRS ever did.

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Customer Experience and Moment of Truth

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