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I actually laughed out  loud when I read this example of WOW customer service.  This is a winner from an Amazon.com customer service agent
The editor-in-chief of high-society magazine Tatler, Kate Reardon, had given a graduation speech at a private girls’ school in Gloucestershire. The context of the speech was that good manners were at least as important, if not more important, than good grades. Ms. Reardon’s comments were instantly taken to task, with one prominent blogger referring to it as “sexist crap.”
When companies try and reinvent themselves as a customer-centric organizations, the tier that is rarely asked to transform is the executive level. The result is like trying to plant the only the visible part of an oak tree, without including the supporting root system. There is nothing to give the tree ongoing nourishment to grow and flourish, and nothing to prevent it from blowing over at the first gust of wind.
Do lawyers and common sense have to be mutually exclusive?
Really? Did you just do that? Did you just take a potential opportunity to strenghten a bond with a customer who stays in the area about 25 nights a year, and transfer him to a call centre?
One of my greatest role models for this philosophy, interestingly, isn’t actually in a “customer service” role – maybe never has been. Bill Gates is best known as one of the most successful entrepreneurs the world has ever known. But more recently, over the last decade, he and his wife Melinda (another of my role models) have made it their mission to make the world a better place. To fight horrible diseases such as aids and polio, reduce child mortality, and end poverty. They have helped save tens of thousands of lives.
A recent study conducted by Populus Research tells us that the average customer spends 6
Interestingly, the compilation is presented as sort of a ‘customers gone wild’ piece. Listening to them, I hear something a little different. Are they perhaps legitimately frustrated customers who have hit the end of their rope?
A recent study by Bain & Company suggests that there might be a hidden cost to removing customer service from the customer experience equation. It suggests that we actually like talking with people who are skilled and genuinely care enough to make sure we are satisfied. This is particularly true during critical moments when things aren’t going smoothly.
When a cheap customer wrote a comment on his bill to explain why she didn’t