So one of the most uncomfortable British parts of business is Customer Service. My belief is that everybody likes to be treated differently and great Customer Service is understanding and reading everyone in font of you.
I witnessed some excellent Customer Service today, it was at Marylebone Station 'Uppercrust'.
The server was so polite to the Customer, was inquisitive, offered lots of solutions and upsold. They had a conversation which the Customer enjoyed.
The Customer will chalk that down as a positive experience, and or Uppercrust that will be a mark in the WIN column.
However, I had to rush across London and was starving and in the queue behind the Customer, I was not acknowledged.
I had 3 minutes to get my train and just wanted something to eat as was starving, I am spending the entire day in the companies Death star today and my hunger was ferocious and it would be unlikely that any sustenance would be provided.
My agitation was apparent, and looked at my wrist (I don't even wear a watch) and had to abandon my quest for food).
I rushed to get my train, passing other Uppercrust employees chatting to a guard with a rubbish bag in hand and despaired.
This will be chalked up in Uppercrust's LOSE column.
It does strike me that in the same moment in time you can both win and alienate Customers.
So in that space in time they have NET ZERO satisfaction.
The key to great Customer Service, is to be both in moment with the customer and your surroundings.
Will I use Uppercrust again? Probably as it was not a major issue, they would not be first choice and if they were convenient then not a problem.
However, by writing this blog the equilibrium of the universe has been restored.
Starving and about to set course for Alderan......
Scott
- Posted using BlogPress from my iPad
No comments:
Post a Comment