By Nancy Friedman, Keynote Customer Service Speaker – President Telephone Doctor Customer Service Training who provides AWESOME CUSTOMER SERVICE
Think of all the words used describing good/great/excellent/etc. service provided.
Think of all the companies that say they deliver the best customer service and then don’t.
So what does AWESOME look like? Well, it’s not one thing. It’s not one person. It’s a little bit of everything.
Here’s a good sample. Names are protected although I really should disclose them for the credit one deserves while the other doesn’t.
AWESOME: I walked into a grocery store and picked up an item and said to an employee who happened to be close by: “I think I’ll like this, but I’m not sure.”
Without missing a beat, she says, “You know you can take it home, try it, and anything you don’t like – you get your money back.” Wow that was awesome. Felt great.
And here’s the other side of the coin:
We purchased an exercise 65mm ball. We asked if they could pump it up for us and we’d come back the next day to pick it up. It was about 2 pm.
“Absolutely,” she says. “It takes about 30 minutes. We open at 11 am tomorrow, come on in and it’ll be here ready for you!”
(Okay, that’s close to awesome. But read on; it didn’t make it all the way.)
We came back the next day at 11 am as we were told.
Right. It wasn’t ready. And a load of excuses came along with it. And a ‘sorry ’bout that’ apology. Like any of that helped.
What does AWESOME look like? It looks like people who keep their word. And go out of their way to help – BE AWESOME. Close only counts in horseshoes.
AWESOME CUSTOMER SERVICE IS DELIVERED BY NANCY.
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