Many are the times we leave the comfort of our homes to have a cup of coffee a in the company of a beloved one in an up-market coffee shop. The essence behind this usually goes beyond just a cup of coffee but to have a shared experience. As Aki Kaliatakis delightfully pointed out in his profound exposition on customer care, it is not the product that matters most but the experience one has with the product. Such an experience entails the ability to reach out and make a difference.
In my past work as a customer service agent, I learnt that, it is when customers experience frustrations and aggravation that I also have and incredible golden opportunity to create loyal relationships. Loyal relationships are created by means of acknowledging and giving customers a special treatment that makes them feel unique through seeking their opinion. However it requires some element of humility and assertiveness to generate a sense of family among valuable customers.
2 comments:
Dear Maxwell, I can see that Aki Kaliatakis' presentation has really touched you as well. I have read through other peoples' blogs about his presentation and it seems to me that everybody has enjoyed his session a lot.
Apart from teaching us about the importance of customer care and customer service in the workplace, he also interacted with us in various ways. It seems that this brought fun to everybody in the group.
True, it is about relationships. Usually I am a bit sceptical of the customer care thing. I mean they make fancy names and say fancy things but they often hide a lot as well. In the end, if you take relationships (between service provider and customer) serious, you have to be honest and deliver. If customer oriented business moves into that direction, all the better. Business is about relationships and they need to be given care and due attention.
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