Customer support excellence generally requires doing issues somewhat otherwise than regular. Bending guidelines to ship can depart a really optimistic impression.
Considered one of my favourite examples of this comes from a time once I was staying in a small lodge in Tokyo. My seminar would start early the following morning, and the venue was an hour away.
I known as the entrance desk earlier than going to sleep to order espresso and sliced papaya for six:30 a.m. The clerk mentioned Room Service solely opened at 7:30 a.m. Too late for consolation 방콕밤문화.
I believed espresso and papaya may very well be simply ready by the primary particular person into the kitchen and requested hopefully, “How about supply at 7:00 a.m.?”
“Ah, 7:00 a.m.,” the receptionist sighed in cautious English. “I can let you know now it’s 99 p.c tough.”
“Thanks,” I replied. “Please give me the 1 p.c.”
He laughed over the cellphone and mentioned, “I perceive.” After which he wished me goodnight.
At 7:00 a.m. the doorbell rang. Room Service appeared with sizzling espresso and sliced papaya. The 1 p.c had delivered.
Key Studying Factors
Everybody has guidelines to observe, schedules, programs and procedures. Near these plans is a border the place flexibility will be utilized – even when it is only one p.c. One p.c could make all of the distinction in regard to customer support excellence.
The subsequent time your buyer asks for one thing additional or one thing completely different, wants somewhat extra care, compassion or effort, you’ll be able to inform them it’s “99 p.c tough” – or you’ll be able to ship the 1 p.c.
Motion Steps
Look rigorously on the guidelines and procedures you observe daily. Now look once more to see what will be modified or tailored when required for customer support excellence. In fact some guidelines ought to by no means be damaged: security, safety, integrity, authorized compliance and well being. However once you will be versatile, maybe it’s best to to ship customer support excellence. Some guidelines are supposed to be bent.
