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 its business & growth.
Virgin Atlantic airways owner Richard Branson invited a dissatisfied first-class flyer to help the airline change its menú after the passenger had complained to him about the quality of the 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.
Mary Lian, home Baker and chef based in Singapore avoided an unpleasant 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 Mary 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 around a clock to ensure its timely 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 that 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, wherever they might be located.
Must read- Customer is King