excellent customer service, every person, every day
I remember once flying from Sydney to Hong Kong.
It was cold, freezing in fact, and the airline had run out of blankets.
In the row across from me, a child, a little girl, perhaps four years old, was grizzling and sniffling, unable to get comfortable, or warm.
The flight attendant looked at them, and without a word, took off her jacket and put it over the child.
That was customer service.
Sure the airline should have loaded enough blankets. But in the end, businesses are about people. If the people involved can take the initiative, and do, it transforms the organisation.
From a business, to a legend
Is your business just a business, or is it a legend?
Do people tell stories at dinner parties about how great you products are, or what great service they got from you?
In the connected world we live in, it is this kind of aura that attracts customer loyalty, repeat business and the increasingly important word-of-mouth marketing via personal recommendation.
But how do you create an environment that fosters that kind of initiative and selflessness? That's the challenge of customer service.
To talk to me about your organisation's customer service, email maggie@parexcellence.net.au or phone 0402 301 402.
I offer consulting, audits, training, facilitation and video programs to transform your organisation's customer service.
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