Customer service right way
In our last blog on customer service, we gave an example of an eatery shutting shop due to bad customer service in South Delhi. On today’s blog, we look at the other end of the spectrum by giving you examples of greater customer service , which helped a Company to save its image and increase their business & growth.
Virgin Atlantic airways owner Richard Branson invited a dissatisfied first class flyer to help the airline changes its menú after the passenger had complained to him of the quality of meal etc. Mr Branson went a step further and also offered him a position on the airline’s culinary council. Now that is thinking out of the box and retaining demanding customers.
Simrin Gregory, home Baker and chef based in Singapore avoided an unpleasent social media reaction from an unhappy customer by following up with her and offering to compensate by providing another yet grander 1 kg rich truffle cake, gratis. Plus Simrin delivered the cake to the customer’s home free of cost as well which she normally does not do. This ensured that an unpleasant situation did not escalate and do damage to her fledgling cake business.
Mr Joyjit Talukdar, a fashion designer in Delhi was in a bit of soup with a demanding fashionista and her wedding trousseau which was messed up by the company’s tailors. With time running out and a fuming bride to be, Joyjit seized the moment by calming the bride, got the dresses altered with his team working round a clock to ensure its time delivery. He saved the day with his poise, attitude and ensuring excellent customer care. The bride was happy, the wedding a success and the dresses a hit. With the feedback, his business is now gaining traction and orders are pouring in.
A leading hotel chain in India has a team which maintains records of its regular clients, their likes and dislikes. Therefore when the customer checks into any of their units around the world, his preferences are complied with such as preferred magazines in the room, the preferred drinks in the mini bar, the cuisines & dishes for meals etc. Now this is exemplary customer service.
The above four examples from different trades show how a business can provide great customer service and go the extra mile to retain customers and survive the harsh & hostile business scenario, where ever they might be located.