Compare three employees who receive complaints from customers about the building's icy sidewalk. Biff: "I know! It a good thing I didn't slip!" Bill: "Sorry, I'll contact the janitor." Buffy: "Sorry, I'll take care of it right away." She then contacts maintenance. When maintenance finishes - they inform Buffy. She then phones the customer, "Just wanted to let you know that we cleared up the ice. Thanks again for informing us - you may have prevented an injury." Result: Buffy turns an unhappy customer into a fan simply by taking ownership.
Today's Chuckle:
If things get any worse, I'll have to ask you to stop helping me.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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