What’s your definition of great service?
For me, it’s when someone does absolutely everything in their power, and has exhausted all options to provide a solution to your issue, question etc.
A few months ago, I experienced great service from an individual within a very large organization that is very commonly accused of having poor service.
I won’t go into details, but it was absolutely Imperative that I be in Moncton, New-Brunswick that day at 5pm EST. So important that I was missing my annual father/son camping trip… (thats a very big deal to me) So imagine my frustration when I check in at the air Canada booth and find out that I’ve been put on stand by… OUCH…
So immediately I run to the customer service counter and I speak with Agent Liz Craig and explained to her my predicament… Well, Liz got it right away… And jumped onto her computer and began looking into the matter…
Flight over sold by one…
But 4 seats still unassigned…
She tried and tried in the system to assign me a seat which would guarantee my place on the plane… But to no avail… Now, I know based on my previous experience (yes, not the first time it’s happened to me)… That standard protocol is for me to bring my pass to the gate and then cross my fingers that 1 person wouldn’t show…
But Liz is no ordinary agent… Liz went the extra mile… Liz grabs her notebook, she calls a number, explains my situation… And hopes the person at the other end can make it happen… Even to the degree that at one point she had 2 telephone sets to her ears trying to find the right person to over ride the system…
It’s at that point that I know whatever the outcome… She did the best that she could possibly do… Exhausted all options she could think of… Tried everything , and I mean everything in her power to help me and show me I’m appreciated as a client.
Well, at the end of it all, she made it happen… But what impressed me was not so much that she made it happen… But she cared, and she tried… She kept me looped in along the 15 minute journey of doubt…
So… What’s my point?
Well… Do YOU know how your clients perceive the service at your place? Do they feel your people are just going thru the motions? Or do they feel that they try hard everyday to do their job to the best of their ability?
Are you being perceived in the same fashion you think you are?
Something to think about.
