If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
I love what says Jeff Bezos, CEO Amazon.com says in this quote after all it is the customer that pay salaries not the boss, they only handle the money. I am passionate about good service and always make a point of delivering nothing but my best.
I worked in a high volume call centre that serviced customers based in the USA and Europe. This is where I discovered how passionate I was about customer service. I remember an incident very clearly where I was challenged and had to deliver exemplary customer service or loose a loyal customer.
The customer had to receive a huge payout and was required to send in some personal documentation first as per company policy. After emailing the documents on several occasions and somehow it not reaching email server the customer was understandably irate. I was the lucky consultant to handle the call at this stage. Naturally I had to apologize profusely to the customer and offer a solution and it all had to happen very quickly. This is how I handled the situation.
I explained to the customer that I am giving him my company email address and that it goes against company policy, but I had to resolve this issue or risk loosing the customer. I then kept the customer on the line while he sent the documents and I could confirm receipt thereof as soon as it arrived in my inbox. I personally took the documents to the relevant departments for verification and processing and could call the customer back with a payout date.
I got into a little bit of trouble but felt really good after delivering “remarkable” service. The only way I was affected was that I had to change my email address. A small price to pay for exemplary customer service. Share your examples of when you delivered such service.