February 12, 2011

Creative Customer Service- How Far Will you Go to Wow a Customer?

Creative Customer Service- How Far Will you Go to Wow a Customer?

Creative Customer Service- How Far Will you Go to Wow a Customer?var _sf_startpt=(new Date()).getTime()var base_url = ‘http://www.articlesbase.com/’;var base_images_url = ‘http://images.articlesbase.com/’;var loading_icon = ‘http://images.articlesbase.com/point-loader.gif’;var loading_wide = ‘http://images.articlesbase.com/loadingAnimation.gif’;var loading_large = ‘http://images.articlesbase.com/ajax-loader-2.gif’;var loading_arrows = ‘http://images.articlesbase.com/loading_arrows.gif’;var loading_dots = ‘http://images.articlesbase.com/dots-horizontal.gif’;var captcha_url = ‘/trigger/captcha/’;
var str_qa_type_your_question = escape(“Ask our experts your Customer Service related questions here…”); var int_question_title_max_length = 200;
GS_googleAddAdSenseService(“ca-pub-5157679868954075”);
GS_googleEnableAllServices();

GA_googleAddAttr(“Category”, “Business”);

GA_googleAddSlot(“ca-pub-5157679868954075”, “Left_Column_Top”);
GA_googleAddSlot(“ca-pub-5157679868954075”, “Article_Bottom”);
GA_googleAddSlot(“ca-pub-5157679868954075”, “Article_Left2″);
GA_googleFetchAds();

function fbLogin(backlink){
if (backlink == null || backlink == ”){
backlink = ”;
} else {
backlink = ‘&backlink=’+encodeURIComponent(backlink);
}

FB.init({appId: ‘d4f0261b49c9a6e9ef675169020100ae’, status: true, cookie: true, xfbml: true});

FB.login(function(response){
if (response.session){
if (response.perms){
// user is logged in and granted some permissions. perms is a comma separated list of granted permissions
window.location = ‘/auth/connect?status=success’+backlink;
} else {
window.location = ‘/auth/connect?status=permissions_error’+backlink; // user is logged in, but did not grant any permissions
}
} else {
window.location = ‘/auth/connect?status=not_logged’+backlink; // user is not logged in in facebook
}
}, {perms:’email,publish_stream,offline_access’});
}
function fbInit(){
FB.init({appId: ‘d4f0261b49c9a6e9ef675169020100ae’, status: true, cookie: true, xfbml: true});
}

var _gaq = _gaq || [];
_gaq.push([‘_setAccount’, ‘UA-318473-1’]);
_gaq.push([‘_setCustomVar’, 2, ‘Category’, ‘Business’, 3],
[‘_setCustomVar’, 3, ‘SubCategory’, ‘Customer Service’, 3],
[‘_setCustomVar’, 4, ‘PenNameId’, 9746, 3],
[‘_setCustomVar’, 5, ‘PublishDate’, ‘2006-10’, 3],
[‘_trackPageview’]);
(function() {
var ga = document.createElement(‘script’); ga.type = ‘text/javascript’; ga.async = true;
ga.src = (‘https:’ == document.location.protocol ? ‘https://ssl’ : ‘http://www’) + ‘.google-analytics.com/ga.js’;
var s = document.getElementsByTagName(‘script’)[0]; s.parentNode.insertBefore(ga, s);
})();

var WRInitTime=(new Date()).getTime();

Free Online Articles Directory

Why Submit Articles?
Top Authors
Top Articles
FAQ
ABAnswers

Publish Article

function show_login_box() {
// move banner patch
if($(‘.static_pg_right_col’).length > 0 && $.browser.msie ) {
var ie_version = parseInt($.browser.version);
if(ie_version Login

Login via

Register
Hello
My Home
Sign Out

if($.cookie(“screen_name”)) {
$(‘#logged_in_true li span’).html($.cookie(“screen_name”).replace(/\+/g,’ ‘));
$(‘#logged_in_true’).css(‘display’, ‘block’);
$(‘#top-authors-tab’).css(‘display’, ‘none’);
} else {
$(‘#logged_in_false’).css(‘display’, ‘block’);
}

Email

Password

Remember me?
Lost Password?

Home Page > Business > Customer Service > Creative Customer Service- How Far Will you Go to Wow a Customer?

Creative Customer Service- How Far Will you Go to Wow a Customer?

Edit Article |

Posted: Oct 09, 2006 |Comments: 0
| Views: 1,508 |

var addthis_config = { “data_track_clickback”:true, ui_language: “en” }

google_ad_channel = AB_cat_channel + AB_unit_channel;
google_language = “en”;

A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place; employees are trained. The company runs like a well-oiled machine. But what happens when the unexpected happens? Customers have an “unusual” request or they simply don’t know the rules of the system? The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer.

I arrived late at a hotel in Cambridge, MA the night before an 8 am training, dressed for the cold weather in brown boots and heavy trousers. When I got to my room I unpacked my lovely, gray suit only to discover that I had left my black heels at home. I looked down at my feet and had to admit the brown boots were not even an option.

I went to the concierge for help. It was after 10 pm. Nothing was open. All of the shops in the area opened at 9 am, no help again. I was desperate. I pressed the concierge, “There’s nothing that can be done?” Silence. I put on my best pathetic gaze and repeated, “Nothing…?”

The concierge contemplated further then asked, “What size are you?” Full of hope I blurted out my shoe size for all to hear. The concierge stepped out from behind the desk, pointed to the black heels on her feet and asked, “Will these work?” I could have kissed her. She gave me the shoes right off of her feet!

After conducting a program in Fort Smith, AR I wanted to have a nice dinner. The hotel there recommended an Italian restaurant, but neglected to mention that they take reservations only. I arrived early at the restaurant, about 5:30 pm, and requested a table for one, non-smoking.

The first question in response was, “Reservation?” I said, “No.” The second question was, “Do you have a date joining you?” I said, “Don’t rub it in.” The gentleman behind the desk was well humored and friendly and explained the reservation situation. I confessed I didn’t know and was from out of state.

He attempted to accommodate me in the schedule. The non-smoking section was full so he asked one of his servers about the smoking habits of the guests in the smoking section, “What about the Jones’?” The server said, “They smoke like chimneys. She wouldn’t be comfortable there.” “What about the Smith’s?” “They’re chain smokers too.”

The gentleman disappeared for a few minutes and upon returning produced a table for one in the non-smoking section. I was reading the menu when a server seated a table of five. They started to pull out cigarettes. I gasped quietly. The server quickly reappeared and said, “I’m sorry. This is the non-smoking section. Follow me.” This happened two more times with different servers. The gentleman had rearranged the entire floor plan of the restaurant to accommodate me!

For companies with excellent systems in place, the next frontier in customer service is Wow, handling the unexpected creatively. I have observed that companies and professionals practicing creative customer service successfully have two things in common.

The first commonality is that they care. Management cares. Employees care. Everyone cares a great deal about people. They like to help people solve problems. In fact, not helping people would be like kicking a puppy. The concierge at the hotel cared about my shoe predicament and personally decided to go above and beyond. How much does your company care? How much do you care?

The second commonality is that employees have authority. Even when people care, if their hands are tied they can’t help. In addition, employees who aren’t especially “caring” might be motivated to be creative for customers simply because it feels good to exercise their authority. The gentleman managing the restaurant that night cared and had the authority to accommodate a guest who didn’t know the reservation rules. Do you have enough authority to be creative?

With all of the advances in technology, doing a good job isn’t good enough to separate from the pack. The prize will go to the one creating new frontiers. How far will you go to Wow a customer?

Mary Sandro and ProEdge Skills, Inc. help companies and professionals achieve results through effective presentations and exceptional customer service. For information about customer service training for your organization call 800-731-0601 or visit http://www.ProEdgeSkills.com

Retrieved from “http://www.articlesbase.com/customer-service-articles/creative-customer-service-how-far-will-you-go-to-wow-a-customer-61880.html”

(ArticlesBase SC #61880)

Start increasing your traffic today just by submitting articles with us, click here to get started.
Liked this article? Click here to publish it on your website or blog, it’s free and easy!

Mary Sandro –
About the Author:

Mary Sandro helps organizations improve their customer service and presentation skills. She addresses CEOs to entry level personnel in a wide variety of industries. Since 1994 when Mary founded ProEdge Skills, Inc. (formerly known as Professional Edge), she has spoken to groups in 44 states and Canada.

google_ad_channel = AB_cat_channel + AB_unit_channel;
google_language = “en”;

Questions and Answers

Ask our experts your Customer Service related questions here…

Ask

200 Characters left

Does ebay have a customer service phone number ?
Why it is important to provide opportunities for colleagues to participate in customer service planning?
Which site give me a specific points of customer service job description ?

Rate this Article

1
2
3
4
5

vote(s)
1 vote(s)

Feedback
RSS
Print
Email
Re-Publish

addthis_pub = ‘articlesbase’;
addthis_brand = ‘ArticlesBase.com’;
addthis_options = ‘twitter, favorites, email, reddit, stumbleupon, delicious, facebook, google, more’;

_oc.add(‘tkn_asterpix’, ‘800px’, ‘100px’);

Source: http://www.articlesbase.com/customer-service-articles/creative-customer-service-how-far-will-you-go-to-wow-a-customer-61880.html

Article Tags:
customer service training, customer service, customer satisfaction, creativity

January 18, 2011

Creative Customer Service- How Far Will you Go to Wow a Customer?

Creative Customer Service- How Far Will you Go to Wow a Customer?

Creative Customer Service- How Far Will you Go to Wow a Customer?var _sf_startpt=(new Date()).getTime()var base_url = ‘http://www.articlesbase.com/’;var base_images_url = ‘http://images.articlesbase.com/’;var loading_icon = ‘http://images.articlesbase.com/point-loader.gif’;var loading_wide = ‘http://images.articlesbase.com/loadingAnimation.gif’;var loading_large = ‘http://images.articlesbase.com/ajax-loader-2.gif’;var loading_arrows = ‘http://images.articlesbase.com/loading_arrows.gif’;var loading_dots = ‘http://images.articlesbase.com/dots-horizontal.gif’;var captcha_url = ‘/trigger/captcha/’;
var str_qa_type_your_question = escape(“Ask our experts your Customer Service related questions here…”); var int_question_title_max_length = 200;
GS_googleAddAdSenseService(“ca-pub-5157679868954075”);
GS_googleEnableAllServices();

GA_googleAddAttr(“Category”, “Business”);

GA_googleAddSlot(“ca-pub-5157679868954075”, “Bellow_Embed_Code”);
GA_googleAddSlot(“ca-pub-5157679868954075”, “Left_Column_Top”);
GA_googleAddSlot(“ca-pub-5157679868954075”, “Article_Bottom”);
GA_googleAddSlot(“ca-pub-5157679868954075”, “Article_Left2″);
GA_googleFetchAds();

function fbLogin(backlink){
if (backlink == null || backlink == ”){
backlink = ”;
} else {
backlink = ‘&backlink=’+encodeURIComponent(backlink);
}

FB.init({appId: ‘d4f0261b49c9a6e9ef675169020100ae’, status: true, cookie: true, xfbml: true});

FB.login(function(response){
if (response.session){
if (response.perms){
// user is logged in and granted some permissions. perms is a comma separated list of granted permissions
window.location = ‘/auth/connect?status=success’+backlink;
} else {
window.location = ‘/auth/connect?status=permissions_error’+backlink; // user is logged in, but did not grant any permissions
}
} else {
window.location = ‘/auth/connect?status=not_logged’+backlink; // user is not logged in in facebook
}
}, {perms:’email,publish_stream,offline_access’});
}
function fbInit(){
FB.init({appId: ‘d4f0261b49c9a6e9ef675169020100ae’, status: true, cookie: true, xfbml: true});
}

var _gaq = _gaq || [];
_gaq.push([‘_setAccount’, ‘UA-318473-1’]);
_gaq.push([‘_setCustomVar’, 2, ‘Category’, ‘Business’, 3],
[‘_setCustomVar’, 3, ‘SubCategory’, ‘Customer Service’, 3],
[‘_setCustomVar’, 4, ‘PenNameId’, 9746, 3],
[‘_setCustomVar’, 5, ‘PublishDate’, ‘2006-10’, 3],
[‘_trackPageview’]);
(function() {
var ga = document.createElement(‘script’); ga.type = ‘text/javascript’; ga.async = true;
ga.src = (‘https:’ == document.location.protocol ? ‘https://ssl’ : ‘http://www’) + ‘.google-analytics.com/ga.js’;
var s = document.getElementsByTagName(‘script’)[0]; s.parentNode.insertBefore(ga, s);
})();

Free Online Articles Directory

Why Submit Articles?
Top Authors
Top Articles
FAQ
AB Answers

Publish Article

function show_login_box() {
// move banner patch
if($(‘.static_pg_right_col’).length > 0 && $.browser.msie ) {
var ie_version = parseInt($.browser.version);
if(ie_version
Register
Hello
My Home
Sign Out

if($.cookie(“screen_name”)) {
$(‘#logged_in_true li span’).html($.cookie(“screen_name”).replace(/\+/g,’ ‘));
$(‘#logged_in_true’).css(‘display’, ‘block’);
$(‘#top-authors-tab’).css(‘display’, ‘none’);
} else {
$(‘#logged_in_false’).css(‘display’, ‘block’);
}

Email

Password

Remember me?
Lost Password?

Home Page > Business > Customer Service > Creative Customer Service- How Far Will you Go to Wow a Customer?

Creative Customer Service- How Far Will you Go to Wow a Customer?

Edit Article |

Posted: Oct 09, 2006 |Comments: 0
| Views: 1,505 |

var addthis_config = { “data_track_clickback”:true, ui_language: “en” }

document.write(unescape(“%3Cscript src=’http://abjs.s3.amazonaws.com/gads/gads-topC1F.js?v=2.0016′ type=’text/javascript’%3E%3C/script%3E”));