CUSTOMER SERVICE I know most of you are too experienced to need any of this but I have been reflecting on customer service and what a difference it makes for organizations and individuals. My reflections started a few weeks ago with an incident. I was at a place about an hour from home when my car gave out on a Friday night around 9 PM. I had driven there and aside from scheduled services, my car is a pretty reliable vehicle. I pressed on the SOS in the vehicle and a voice came on line. The person directed me to press another bottom that I had never even noticed with a spanner on it. Another voice responded. After describing my problem, he took my details and promised to get me assistance. Five minutes later someone else called and told me he was on his way to my location. Twenty minutes later, he was there. After some quick tests, he decided that I needed a new battery and he pulled out one from his vehicle, mounted it for me and handed me a bill. The whole incident has taken barely 45 minutes on a Friday night and I was on my way. I contrast this to the time my vehicle broke down on the Kumasi- Cape Coast road when I was heading for Cape Coast one night. My companion and I had to walk to the next village for assistance and it took quite while to resolve the problem and continue on our way. I recall during my Graduate course on Customer service reading about an incident at the world-famous Mayo Clinic. A Doctor had just seen a patient who was devastated that she would have to miss a daughters wedding because she would be in hospital. The hospital offered to provide a chapel for the wedding and a hall for the reception at no-cost so the patient could attend. Needless to state, the patient and her family were very happy. The hospital got far more free and positive publicity from that incident than from its normal advertising. The news coverage was just gushy. Our customers vary based on the situation we are in. They can be family members, co-workers, customers or members of your church or association. Wherever you find yourself, elevate your customer service. Sometimes, it matters as much as your professional skills or even more. Have a great week.
Posted on: Mon, 07 Jul 2014 03:27:09 +0000
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