We all hear about the bad customer service experiences that our friends have had but for once I wanted to relate a good story and give credit where it is due. Customer service is such an important and misunderstood part of customer retention that I tend to go looking for examples of both excellent and reprehensible service. Last month I found an example of the excellent type and I think it provides some valuable lessons for us all.
One of my close family members is having a wedding overseas and, of course, lots of us are arranging to attend. It was in this context that my Uncle recommended a particular company and travel agent in my area: Liz Turner at one of the local New South Wales Flight Centres.
Liz not only looked into my enquiry efficiently but also collated a holiday package that suited my requirements perfectly. By all accounts excellent customer service, a credit to herself and her employer.
Always interested in learning from a successful person I started to ask her a few questions about her approach and success. [Read more…]