Unconditional Customer Service
October 3rd, 2007
Some of the Brains on Fire crew is in NYC this week – and so is the entire UN. So, needless to say, it was hard to get a hotel. But we managed to pull it off, although it’s in an unfamiliar part of town. So last night when we got in, we were looking for a place to dine halfway between where we were and were Jake was. The concierge at this hotel wasn’t someone we would put a lot of trust in, so Robbin remembered that she had the concierge’s number from the W Times Square in her phone from one of her previous visits.
So, she called. And told Paul that she wasn’t staying at the W, but had before and needed his help. Not only was Paul gracious, not only did he make a great recommendation, but he called her back when he made reservations for us.
Wow. Great customer service just because…what a concept.
Other posts by Spike.
Why make it so hard? « The edu.Marc blog says:
[...] A little while back, Spike at Brains on Fire told a great story about being helped in NYC by a concierge at a hotel where they weren’t even staying. That is exactly the kind of thing that stays with a person. They might not have stayed at that hotel that trip, but I betcha that they will be quick to stay at that hotel in the future. [...]
October 12th, 2007 at 8:09 amCall Centre Hell « Outsourcing and Call Center Blog says:
[...] Call Centre Hell Filed under: Bad, Call Center, Customer Service — shamrin @ 12:47 You know I would really prefer to talk about great moments in customer service here rather than dwell on the negatives. But this blog entry from Rajan Sodhi in the BIG Marketing for Small Business blog is eye popping. In it, he describes how he had to wait in a call queue for well over an hour on three successive occasions to change a ticket on Expedia Canada. Is this the level to which customer service has sunk in North America? I remember many years ago when I moved to Sweden how we used to talk about the amazing level of customer service that we got in America and compare it to the relatively poor levels around Europe. But you know, even my bank back in the UK answers my call within a few rings. [...]
October 17th, 2007 at 11:17 pm