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
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