Week 1 EOC "Great Customer Service"

Receiving excellent customer service is more than a smile, and a thank you.  It is going above what is asked of the customer service agent to create value and build a relationship between the customer and the business.  It is the first interaction the customer has with the business and the last impression the agent leaves with the customer, before, during and after the purchase.  The agent has to build a relationship with the customer and be able to leave a positive impression in the customer’s mind.  Something simple as remembering the agents name is an example that the agent provided good customer service.  “If you want to go to the moon, you need a rocket” –Paul Rogers.   I cannot say I have been to the moon, nor have I had a rocket.  With all my years, all my purchases I cannot say I have remembered one name.   I have not had exceptional customer service, nor have I experienced anyone going above what is asked of them to make my purchase experience exceptional.  The purpose of this piece is not to bash or speak negatively about the customer service I have failed to receive, but to ask the question of why, maybe even what.  For example, why is this person not able to provide me with the service I expect, what is going on in their personal life or better yet, what feelings do they have towards their job.  All these factors contribute to the service the agent is able to provide, and sometimes the outcome may be negative.  One may hear all to often, leave your personal problems at the door, unfortunately we are all human and sometimes it is impossible to just shake off what bothers us.  When I encounter an agent that is lacking in the value of customer service I expect, I like to turn the tables and create an awesome customer experience.  I came into the store because I wanted to make a purchase and regardless of the service I am given, I will make the purchase.  So why not make someone else’s day brighter as well.  The next time you experience sub par customer service, stop, and think about what is going on in that person’s life.  Then ask yourself what you can do to make their day brighter, what you can do to be their rocket and take them to the moon.