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Customer Service As it Should Be

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It happened over ten years ago, but I remember it like it was yesterday. Early on a steamy, hot June morning at Epcot Center in Orlando, my 10 year old daughter wanted to go tour the different country exhibits. We had just gotten to the park she marched up to a sidewalk vendor selling oversized balloons on a stick. Making no pretense about buying anything from this particular girl, she asked her the easiest way to get to the section of the park where the country exhibits were. I was fully expecting the vendor to point across the bridge and tell us that the countries were “over there”, but she knelt down to talk to my daughter, and what came out of her mouth was an extreme shock to me. “Oh, honey, you don’t want to go there now, the park isn’t very crowded”. She than went on to provide us a detailed itinerary of what we should while the park wasn’t crowded and she finished off with “than when the park starts to get crowded, cross over that bridge and you will be in the world exhibit”.

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Needless to say, I was blown away. There were several other examples of great customer service we experienced over the few days we spent at Disney World, but this is the one that I remember all these years later.  Kudos to Disney for training their employees in the importance of customer delight. (Customer delight exceeds customer satisfaction exponentially).   As a manager in an industrial environment, sometimes it is easy to forget that we are dealing with people-real people with real feelings and real attitudes. After paying for college, grad school and various professional certifications, I got a very valuable lesson from a young girl, probably working her way through college selling balloons in an amusement park. That lesson is that the most important person you will ever deal with is the person that you are talking to right now.   Think about it. How do you like it when you go the grocery store and the cashier and the bagger don’t break their conversation about what they are doing Saturday night? Have you ever gone into someone’s office to talk about a problem and have them glance at you over the top of their computer screen, grunting out an occasional “okay” while not missing a stroke on their keyboard? Does that person really have an interest in your issue? Now take the same situation, but this time, your host closes his laptop, asks you to sit down and really listens to what you have to say. Have you ever been the person in the desk? I have, and I am embarrassed to say that often times, I was the first example.

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Now, I try to be the welcoming host. This isn’t always easy, as we are all up against deadlines and always seem to have more work then time in the day, but I make an effort. If I cannot give someone one minute of my complete attention, I politely ask if we can talk later. Unless the matter is urgent, we will talk somewhere down the road. (I also try to make a point to come to the person, letting them know that they are important and I did not forget them.)   I could go on and on pointing out examples of good and sot so good customer service, but there are many other “experts” on the subject, but if you follow this one bit of advise, you can’t go too far wrong. Everyone you deal with is a customer-treat them as you would like to be treated. I don’t know the name of the girl in selling balloons in Disney World, but it is my guess that she is very successful doing whatever path she took.

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Tom O’Neill has over 25 years experience in the Quality Assurance field and has recently launched the “The Original Handy Headrest Hanger”. He may be reached by e-mail at
toneill218@sbcglobal.net
or at http://www.tjoneillllc.com

Affiliate, Website, Turnkey, Money Making

Affiliate, Website, Turnkey, Money Making
Affiliate, Website, Turnkey, Money Making
Affiliate, Website, Turnkey, Money Making

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