Life Changing Customer Service

As MMM Training Solutions conducts Customer Service Training we are often privileged to hear stories that are life changing thanks to one person who decided to serve another person beyond the expected. Here is one such story:

January 2006, it was a severe winter in the United Kingdom. There were spells of snow and rain combined with sleet showers. It was my friend, Vikram’s, first trip out of India. He was overawed by the hustle and bustle of London as he made his way to the famous London Tube station to go to Cardiff in South Wales.

It was the peak hour of a weekday and at the station the trains were spilling over with people. He was one of the last to get into the train and before he could pull in the second suitcase, the door closed.

The suitcase was left on the platform and train began to move. The panic set in and the fear of losing his valuables in a new place began to control his senses. He agonizingly saw his suitcase left in the platform as the train moved past it swiftly. It took him about 3 to 4 minutes to recover from the shock. As soon as this happened he realized he could get down in the next station and ask for help.

Vikram knew that any unattended baggage would be destroyed immediately due to security reasons and so he got down and informed one of the stewards of what happened and asked for help. While taking down the details of the baggage the steward noticed the tension on Vikram’s face so he gave him a seat and comforted him. Then Vikram had an agonizing wait for a status update.

The suspense lasted for about 15 minutes. A Lady walked up to him and asked him to identify his baggage she had. The lady, a steward from the previous station was extra courteous understanding Vikram’s anxiety. My friend was so happy and his joy knew no bounds when he was handed over the suitcase. He repeatedly thanked all the stewards.

The secret to success is to treat all customers as if your world revolves around them.” – Leadership Tools

What followed this incident was the exception. The tube train in which the steward traveled was still parked in the station waiting to leave. Vikram asked the steward if he could board the train. Much to his shock she said, “The train has been waiting for you to board all the while.”

Isn’t it important that we disregard limitations and go the extra mile to ensure that our customers have a positive life changing experience?

As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.” Unknown

Here are some more blogs on soft skills training:

  1. Developing Creativity in Employees Through Outbound Training
  2. 4 Effective Ways To Manage Your Time
  3. Handling Difficult Conversations – A Leadership Essential

The Pursuit of ‘Goodness’ – Is It A Choice?

Things that are bad for you seduce you easily; you run towards them impatiently. But things that are actually good for you fail to attract you; you shun them creatively, finding powerful excuses to justify your procrastination…”

– Mythical character ‘Raavan’ as quoted by mythologist Devdutt Pattanaik in the Times (Times Life, July 4th 2010)

I cannot but agree with king Raavan as far as the above quote is concerned. Many times in my life I have been seduced by what was not good for me. Be it that tasty fried dish, that extra hour spent watching television instead of going to bed, lying about something so as not to lose face and all the other pleasures of materialism that come with being human.

A number of times I have shunned what was good for me – the cleaning up of a room, the exercise that I always wanted to get but never seemed to make the time for, the vegetables that were lovingly kept on my plate, being bold enough to swallow my pride and take responsibility.

How do I rise above this? How do I chase after what is good for me with a greater interest than what I show to all that is material?

The only answer I have found is ‘shifting my intentions’. Choosing to do the ‘good’ things; the ‘right’ things. I chose to eat more vegetables. I chose to take more responsibility. I chose the good. Surprisingly, it was not as hard as I thought it would be. It was by no means an overnight process but the power of a determined mind can take one to levels that a strong body cannot.

Good and bad exist within all of us. I believe that what you give power to (the good or the bad) is what will determine your path in life. Today, ‘goodness’ is something that I chase after. Today, the ‘truth’ is something that I constantly chase after. The challenge is separating the ‘truth’ from ‘subjective truth’. It is an arduous journey, yet one that I believe is the path of higher learning.

As an person who conducts extensive amount of both executive coaching and leadership training, I strongly believe that it is this path that will allow me to be a candle that will spark the learning of those around me.

It is our light, not our darkness that most frightens us…”

“…And as we let our own light shine, we unconsciously give other people permission to do the same. As we are liberated from our own fear, our presence automatically liberates others. – Mariam Williamson (Spiritual activist and author)

Below are some of our blogs that have been well received by our readers:

  1. What It Takes To Develop The Leader In You
  2. Creativity and Appetite for Risk – Is Jeff Bezos a fool or a leader?
  3. Sachin Tendulkar – The Epitome of Self-Leadership

Customer Service – Going the extra mile

Our two year old daughter loves the pastries at the newly opened pastry shop. Their pastries were beyond doubt, the best and the customer service was remarkably good; kind service staff, with that endless, beaming smile and the smell of freshly baked bread as soon as you enter the doorway. I’d walk a mile just to taste their delightfully soft ‘melt in your mouth’ pastries. We visited them often as the shop didn’t provide home delivery for purchase values that were below a certain amount of money and our purchases were never of high value. However, the customer service staff would offer our daughter freebies like their special pastry of the day or would carry her around, with our permission of course, and let her play around. Here is a simple but powerful rule: always give people more than what they expect to get.” – Nelson Boswell Over time, our visits became less frequent but the pastry guys were not willing to give up. Immaterial of the value of our purchase, we were offered home delivery at no extra charge. When we asked them why, they simply said, “We would love to have your daughter relish our pastries.” In due course of time we started getting discounts on our orders. We were grateful for their discounts and home delivery but we would have still gone back to them with or without the extras. We were impressed with the human touch they gave to their services, their core value of love and care through the customer service that they demonstrated. “Do what you do so well that they will want to see it again and bring their friends.” – Walt Disney Despite their irresistible pastries, their willingness to look beyond the revenue aspect and to provide selfless customer service earns them a special place in our hearts. Isn’t it great when the work culture of an organization is as good as their products and services? Customer Service Training helps you to understand that customer service is about the heart and not the mind. So focusing on customer service techniques does not create the impact as the person providing the service needs to feel it in their heart. Below are some of our recent blogs on Customer Service and Soft Skills Training:

  1. The Art of Giving Knock-Out Sales Presentations
  2. Selling Skills – Achieving Excellence Through Training
  3. The Cost of Clarity in Communication