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February 25, 2005
Story about customer service
This was related to me by a friend.
Her boss was one day called by his creditcard company. The company inquired if he was the husband of Ms. XYZ. He confirmed and asked why.
He was than told that they have received a call from a shop in KLCC. His wife has bought a couple of pretty valuable things but forgot to take it one of the plastic bags her when she left the cashier, after paying via credit.
He had the great idea to call the creditcard company if it would be possible to call the contact - my boss - and ask him to inform his wife to return to the cashier.
This is what I call great service. They have won a customer for life - the creditcard company and the shop. This is also what I call an empowered employee - able to act without asking for permission. Wouldn't it be nice if everything would go so smoothly?
Tagged under:
customer orientation
customer experience
Posted by Andreas at February 25, 2005 02:22 PM
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Comments
Hazel: Hm? I dont understand? Test?
Posted by: Andreas at February 25, 2005 05:59 PM
can i give myself a test or not? go there, leave my card and go. =)
Posted by: hazel at February 25, 2005 05:21 PM
a few moons ago, while on a shopping spree, my wife left her card at the cashier. taking no chances, the card company, when notified by the shop, cancelled her card immediately and promptly phoned her in about 15mins after she left the shop, stating that the will send a replacement to her asap. we had other cards, so not an issue, but a bit embarassing lar. i tak give chance to wife... teased her like crazy!
Posted by: buaya69 at February 25, 2005 04:06 PM
Most of the branded stores in KLCC will do that. It happened to me in Ferragamo before. The salesperson went through 2 floors in KLCC looking for me. I was impressed.
Posted by: mystic at February 25, 2005 03:13 PM
You are right - it is tough to train great customer service. It must be part of a company's recruitment strategy to identify people that have a heart of gold and are great in dealing with other people. It is tough to find those but brings unvaluable gain for any company. Thanks for the comment.
Posted by: Andreas at February 25, 2005 03:00 PM
Always provide unbelievable customer service will make big different than provide a normal service. It is a tactic? Too fake to be truth just to win customer heart. But it is wonderful once in a while for sure.
Posted by: ashie at February 25, 2005 02:37 PM