|I once stayed at a hotel which left out a s'mores kit for guests by the fire|
While I was doing my degree at U of T, I had a job working in retail selling cell phones. It was a combination of sales and customer service. I had to sell the phone itself, but I also had to deal with angry customers who came in when their phone didn’t work.
It was definitely a balance of patience, understanding, listening and being empathetic to every person who came in. I discovered one thing early on in my career – it was easier to just go above and beyond to solve a problem and to provide great service to a customer instead of taking shortcuts. My clients would leave happier, notice the extra steps I took and felt like they were in good hands with someone who knew their stuff. Armed with this skill, I quickly became one of top salespeople at this organization while working only as a part-time employee.
|A hotel in NYC that personalized my pillowcases with my initials!|
According to a new study from American Express, word-of-mouth travels fast and Canadians will likely tell 20 people about their positive experience. 37% of Canadians will talk about that great service experience for months and it’s infectious! 64% of Canadians will pass on another great act of service that day. I know it’s easy to complain about terrible service, but I think great service deserves some serious recognition as well. If someone does a great job, I ask for their business card, thank them by name and would pass along their information if I knew someone else could benefit from their help. I try to give back with referrals, a blog review or just from positive word-of-mouth.
Contest Alert! Our friends at American Express believe in GREAT service and will be running a contest on Twitter from October 7 – 11, 2013. They will be asking one question everyday and you can enter by just answering the question replying to @AmexCanada and adding the hashtag #ServiceSpotlight.
Follow the steps above and you have a chance every day to win a $1,000 Amex gift card to spend on your heart’s desire.
Have you ever had an amazing customer service experience? Why do you think it’s so important?