Show em' we care
I'll start with two recent events that I have dealt with.
1) I had a customer come into my store about 20 minutes before closing, and he wanted to do two relo's (relocation's). Ok, no problem 20 minutes is more then enough time for that, and I'll get two more activations for the day, I thought. I get relo on the phone and get the relo taken care of in no time flat. However it did take ...
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I have a prepaid customer who comes in frequently and regales us with tales of his personal exploits. He's quite wealthy, and so has many stories for us when he comes in. I have helped him several different times with different issues. He knows I'm something of a history buff, and he came in one time with a bag of stuff. He lays it all out on my desk, and it's a collection of items given to him by a retired Air Force Master Chief who worked as the Chief Steward, or whatever it's called, on Air Force One, through the 60's and 70's. These were items all bearing the Presidential Seal, so I knew they were legitimate. I thought it was great of him to bring his stuff in for me to look at.
Other stor...
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A customer's sense of expectation; thinking they deserve something; is very harmful to 'customer satisfaction'.
You can be the nicest person in the world, but if you tell them, "No." about anything, they are going to think of you as a horrible customer service representative.