Posts Tagged customer service examples
Customer Experience Investment Opportunities (Revisited)
Posted by Tim Rueb in customer experience, Customer Service, marketing, Service, Strategy on January 5, 2011
[Note: this is an older post but the “Ill Advised Investments” example came up in a recent meeting and brought a smile back to my face so I’m recycling the post. I’ve also added another great quote from Godin as well]
I love the way Seth Godin’s mind works. In a resent post, “How much extra for nice?” brings up the critical point of how much we are willing to pay for better service but reminds companies that creating this environment costs a fraction of what people are willing to pay. The benefits can last longer.
I also read another great thought from Seth Godin as well:
No matter what your job is, no matter where you work, there’s a way to create a project (on your own, on weekends if necessary), where the excitement is palpable, where something that might make a difference is right around the corner.
Hurry, go do that.
Godin in “What are you working on?“
In a recent post, I identified three example of customer service excellence. How much money was budgeted to create this customer service environment? These types of examples have a lasting benefit that far outweighs the cost of implementing them. If companies can recognize this before dismissing these opportunities, the rewards have an exponential effect.
- Hiring the right people
- Having the right people perform jobs they love to do best.
- Continuous improvement of the customer experience at all levels of the company
- Reward excellence and avoid promoting people out of their natural strengths.
Ill Advised Investments
Although I agree with Seth’s premise, as consumers, here are some examples in which we should avoid paying extra to have someone be nice to us!
- $100 to the Police Officer at a traffic stop – will only produce untold number of stories for your grandchildren around the campfire, sometime in the distant future.
- $100 to $10,000 to the triage attendant at the local Emergency Room – will get you absolutely nothing at all except a lighter wallet.
- $100 turned in with your exam – results may vary, but don’t expect them to be positive.
So do you have any beneficial or ill advised investments to share?
Great Customer Service and Peer Recognition
Customer Service Excellence Examples
Posted by Tim Rueb in Customer Service, marketing, Strategy, Unorganized Streams on August 17, 2008
My family took the typical last summer vacation before the beginning of school sports seasons and school. My wife planned a surprise two day trip that , which in theory, would keep our four boys, 14 year olds to 5 years old, entertained and exhausted. The location was Gurnee Illinois and the Six Flags Great America theme park with an overnight stay at KeyLime Cove, a new indoor water resort.
On this trip, three examples of customer service excellence surfaced.
Excellent Customer Service Example #1
Let me set the stage. It’s 9:45PM and the KeyLime Cove water park closes at 10PM. The tube slide lifeguard, a 6 foot something lean athletic looking young man, has been given the all clear that no other patrons will be coming down the tubes and he can begin his duties of stacking the double and single inner tubes that have just traversed hundreds of water park miles today. But first, he must deal with a small object, a third his size, our 5 year old son, Justin. The noise in the cavernous indoor water park is deafening and causes even people sitting next to each other to speak rather loudly so as to overcome the constant white noise of splashing and falling water.
Our Justin walked over and began a conversation with this end-of-day lifeguard. This young man spent 5 minutes (mind you that’s like 1 hour in adult time) face to face, sometimes only two inches apart, never losing eye contact, always smiling, asking for the occasional high-five when he thought it was appropriate. The young lifeguard probably couldn’t understand or hear the young boys declarations of how this day was just simply awesome and 5-year-old’s attempt to share it with someone. Somehow this young man knew (and maybe has seen this played out several times at KeyLime Cove) the significance of this little person’s desire to share, so he patiently waited while the little man continued expanding on his wonderful day.
We finally took pity on the young worker and asked Justin to return to our sides. I gave the young man a thumbs up and smiled. He also smiled and nodded his head, understanding fully that this was just as much of his job as making sure the patrons were safe while having fun.
Excellent Customer Service Example #2
No Shoes, No Shirt, No Service. We’ve all read this sign. It’s a typical health code requirement in all restaurants. In this case the “No Service” portion was replace with “Exceed your Customer’s Expectations” by the restaurant manager.
The above mentioned Justin had broken his cheap flip-flops during the day’s adventure. Our car was parked about a mile away from the front entrance of KeyLime Cove. I’m tired and I thought that since this was a water park that they would let us slide (no water park pun intended) on the rule. NOPE! They explained that we would have to come back with the correct attire. Something on our son’s face caused the manager to jump into action. She said we should go sit down and she would check if they had any extra flip-flops. EXTRAS?????? Well, I guess it was a water park.
A few minutes later, the manager returned after visiting the upstairs gift shop and placed on my son’s feet a new pair. We offered to pay but she refused, She explained that she noticed how disappointed my son was that we might not be able to eat at her establishment, so she couldn’t allow that to happen.
Excellent Customer Service Example #3
At the end of the long day, we still had one special event planned. Our traditional “Un-Birthday” celebration. This is simply a necessity because our families can not attend all the birthday parties of all the different families, so when we do get together, we celebrate one “Un-Birthday” to make up for it.
My sister-in-law brought a sheet of brownies and we wanted to eat it at the restaurant. You can image the typical response from most eateries. Not at this one. The same above mentioned restaurant manager focusing on customer satisfaction jumped in again and took the sheet over to the ice cream parlor area of the restaurant and had it decorated. Not just adding a word or two, but on the borders, and added fruit as well to give it some color. This was really over the top and just capped the end of this two day adventure with a sense of true customer service excellence.
In fact, on the 3 hour ride home, I began to form my thoughts for this post. This small family vacation trip, and the customer service examples forever etched in my mind. And I declared to my wife, “We will be going back there again!”
Customer Experience Investment Opportunities
Great Customer Service and Peer Recognition
- How’s your social customer service? (socialfish.org)
- Customer Service Help (fullgamutworkshop.wordpress.com)
- Are customer service agents too rude? (eptica.wordpress.com)
- The Good and Bad of Customer Service (tinamwoodin.wordpress.com)
- Why Customer Service is So Important for Freelancers (businessns.tumblr.com)