Ritz-Carlton. Chick-fil-A. Trader Joe’s. Each of these brands – and more – are known for their Customer Service.
On a recent visit to NC, I went to Chick-fil-A multiple times. I heard the same phrase on each visit, from everyone. “Thank you, ” I would say. “My pleasure, sir,” came the reply.
Chick-fil-A patterned their customer service off of the Ritz-Carlton. No surprise there.
I’m motivated to return. It feels good to be treated with respect and courtesy, feeling like there is little I could ask in the world of fast food that they wouldn’t seek to accommodate.
I ordered an Arnold Palmer (my favorite mixed drink), with unsweet tea. In NC one must specify. The first time I got sweet tea and lemonade. WOW! Was that sweet! They made me a new cup, I said, “Thank you,” and the reply was the same, “My pleasure, sir.”
A rental car from Budget wasn’t up to par, the level I’ve come to expect. I emailed customer service. They replied with a discount on my next rental. At the drop off, the agent printed a new receipt with $15 off. That motivates me to return.
Politeness. Acknowledgement of expectations missed. A certificate, an apology, a way of saying, “You, the customer, are our business.” This will gain you more business, adding to your bottom line.
Great customer service is founded more on self-awareness than sales training. People who know themselves, will be more aware of their filters that get in the way of giving great customer service. Self-aware people respond on purpose rather than emotion.
Let me know how we can partner to Level Up your service.
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