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Posts Tagged ‘Customer Service’

A recent segment on the CBS Sunday Morning with Charles Osgood had an amazing customer service story. Krystal Payne, at a Starbucks in Leesburg, VA, noticed that one of her customers, Ibby Piracha, was deaf. One day Ibby came to get his usual coffee and Krystal handed him a handwritten note, which read: “I’ve been …

Source: An Amazing Customer Service and Leadership Story to Learn From

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This reblogged post shows how often simple and inexpensive ideas create tremendous impression on customers. Here we go:

“An Amazing Experience My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage. When the suitcase showed up on the luggage carousel, we noticed the handle was damaged. Bummer! I’ve been through this before. Not happy, I walked into the …”

Source: Southwest Airlines Gives Us Another Lesson in Customer Loyalty

This article also has a reader commenting:

Stéphanie Langlet February 28, 2016 at 4:54 am
“It remembers me my experience with the indian company Indigo : exactly the opposite. The employee told me that my suitcase was certainly damaged before and even didn’t register my complaint !
…”

This comes as no surprise to us at all as the field staff  in our country are hardly trained and empowered to handle abnormal situations. Their workplace eco-system is not conducive for displaying any initiative.

If you think about it this is hardly an infrequent happening and should be figuring in the top-10-problems airlines face with their customers with ready/recommended customer-friendly responses.

A few days ago I had an usual experience. After running a series of errands my wife and I stepped into a restaurant. She ordered a ‘thali’ (a standard full meal with side dishes) and I settled for a single stuffed-roti. The head-waiter strongly dissuaded me from ordering the roti. He advised me the ordered ‘thali’ was quite sumptuous for one person and would easily cover me too. While this may be very normal in the west, it’s quite unusual in these parts.  One of these days I intend going back and ask this guy why he drove away additional business for his employer.

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Whenever there’s a line of cars backing up on the road, my guess is usually right – it’s a cop managing a traffic junction ahead instead of the traffic lights or the timers of the traffic lights set badly to treat light traffic gets just the same as heavy. The cop’s no-thanks contribution comes from his long persistence with a flow before he turns on the next.

Here’s a lightly edited excerpt from an article by Simon Jenkins appearing in The Guardian of 4th Feb 16. A case for dismantling authority! Well, that was stretching the point a little too far, admittedly. An interesting experiment in social behavior that runs counter-intuitive for many of us, nevertheless reportedly successful in outcomes. Here we go:

 

The removal of road markings is to be celebrated.

We are safer without them

White line in the middle

Sensational news. The government is starting to remove white lines from the middle of roads in parts of the UK. It is doing so to reduce accidents and save lives…

Research has shown that removing white lines induces uncertainty and thus cuts vehicle speeds by 13%. This has been the case on London’s A22, A23 and A100. Pilot schemes are also in place in Wiltshire, Derby, and round the Queen’s house at Sandringham.

Behind this demarking lies the concept of “shared space” and “naked streets”, developed in the 1990s by the late Dutch engineer, Hans Monderman. He held that traffic was safest when road users were “self-policing” and streets were cleared of controlling clutter. His innovations, now adopted in some 400 towns across Europe, have led to dramatic falls in accidents.

Monderman’s principle is that freedom to assess risk for ourselves is what makes us safer. Rules, controls, signs, traffic lights all reduce our awareness of our surroundings and thus our sense of danger. On roads, he said: “When you don’t exactly know who has right of way, you tend to seek eye contact with other road users. You automatically reduce your speed … and take greater care.”

Monderman’s British apostle, John Adams of University College, London…has figures to prove that countries… that do not require motorbike helmets have fewer biking accidents than those that do.

The most dangerous place on a road is at traffic lights. Almost half the accidents in most cities occur at lights. This is due not just to war between “amber gamblers” and reckless cyclists. A crossing is where everyone should be watching everyone else, but everyone is watching the lights. They are awaiting orders. When given them, they assume all is safe and crash on.

Traffic engineers, who maim and kill us with regulations, lights and paint pots, merely go on dreaming up ever more.

Last October the Yorkshire town of Beverley suffered a failure of 42 traffic lights and was amazed when traffic moved more smoothly. In Somerset the traffic campaigner Martin Cassini secured a 50% improvement in traffic flow by persuading Portishead to turn off its traffic lights. They stayed off.

The same goes for…the one-way street and the cycle lane. A recent US study found that making streets two-way halved accidents, shortened journeys and reduced pollution…a 2014 study suggested that painting roads made cycling more dangerous.

Monderman…saw a symptom of a deeper ailment. “We’re losing our capacity for socially responsible behaviour. The greater the number of prescriptions, the more people’s sense of personal responsibility dwindles,” he said. It was this loss of responsibility that yielded the paradox that ever more intrusive safety and security actually make us less safe. Traffic is the most visible manifestation of that.

While it is difficult to argue against data, it seems to fly in the face of the premise: systems, processes and technology take the hassles and risks out of our lives.  Don’t we need all the protection possible from that one nut who screws it up inadvertently, irresponsibly or irrationally?

 

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Source: theguardian.com/commentisfree/2016/feb/04/removal-road-markings-safer-fewer-accidents-drivers

 

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bowl-of-steaming-soup-01-300px

Patron: Waiter!

Waiter: Hi, my name is Bill, and I’ll be your Support. What seems to be the problem?

Patron: There’s a fly in my soup!

Waiter: Try again, maybe the fly won’t be there this time.

Patron: No, it’s still there.

Waiter: Maybe it’s the way you’re using the soup. Try eating it with a fork instead.

Patron: Even when I use the fork, the fly is still there.

Waiter: Maybe the soup is incompatible with the bowl. What kind of bowl are you using?

Patron: A SOUP bowl!

Waiter: Hmmm, that should work. Maybe it’s a configuration problem. How was the bowl set up?

Patron: You brought it to me on a saucer. What has that to do with the fly in my soup?!

Waiter: Can you remember everything you did before you noticed the fly in your soup?

Patron: I sat down and ordered the Soup of the Day!

Waiter: Have you considered upgrading to the latest Soup of the Day?

Patron: You have more than one Soup of the Day each day??

Waiter: Yes, the Soup of the Day is changed every hour.

Patron: Well, what is the Soup of the Day now?

Waiter: The current Soup of the Day is tomato.

Patron: Fine. Bring me the tomato soup, and the check. I’m running late now.

[waiter leaves and returns with another bowl of soup and the check]

Waiter: Here you are, Sir. The soup and your check.

Patron: This is potato soup.

Waiter: Yes, the tomato soup wasn’t ready yet.

Patron: Well, I’m so hungry now, I’ll eat anything.

[waiter leaves]

Patron: Waiter! There’s a gnat in my soup!

Waiter: It was quality-checked in the kitchen. You must be attracting them, Sir.

[waiter moves to another table]

 

The check read:

--------
$5.00 Soup of the Day
$2.50 Upgrade to newer Soup of the Day
$1.00 Access to support
$8.50 Total
Thank you and have a nice day
-------- 

 

End

 

Source: arcamax.com and openclipart.org [eady]

I just couldn’t get the tab to work, so the amounts appear in the front in the bill:-)

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As English is not our mother tongue, we do not always worry too much about what we say or write. That’s how we promise our prospects/customers solutions that are the cheapest, fastest, most easy-to-use…If for a moment we translate all that we say into our native tongue I’m sure we would never be so generous with the superlatives, hurting our credibility in the eyes of our audience.

Along these lines is also the abuse of clichés. In recent times I came across two such instances bordering on the ridiculous.

value-added1 pmtips.net

In Udaipur, a restaurant chain claiming to hold Guinness record for making largest dosa’s, proudly talked about value-addition in its mission statement prominently printed on the menu cards. I thought they’re in the business of delivering value to their customers in the first place which is far from being convincingly established. As for the ‘additions’ to the arguable value, of course there is no hint to where these may be found.

Value-addition rears its head once again at a least likely place – a IES school on the Jogeshwari link road near Seepz. A large billboard outside the school main-gate claims value-addition through education. Here again, I thought, schools are meant to create values in the first place in their students that become deep rooted over repeated reinforcement.

Of course, I may have completely missed the points they were making. If so, my apologies are due to them.

End

Source: Image from pmtips.net

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