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Kudos and Demerit Points in Customer Service

Guest post by: Gloria Starr

Article Overview: Amazing customer service can and does make the difference in our challenged economy.

Kudos and Demerit Points in Customer Service

It takes so little to make a favorable impression on someone. It takes just a little more than average and average seems to be at an all time low this year.

Kudos to the Red Lobster and staff member Ronnee Moore in Concord, North Carolina for amazing customer service. Good eye contact, friendly, a real smile and a genuine concern for me as a guest in the restaurant.

Kudos to Hendrick D’Souza the assistant restaurant manager at the Madinat Jumeirah in Dubai. Amazing customer service for our group of five.

Kudos to King’s Daughters Medical Center in Ashland Kentucky. I had the pleasure of working with the President and the executive leadership team recently. This Medical Center is ranked 8th in hospitals in United States and the recognition is well deserved. They exceeded my expectations in every way.

Demerit points to the Grand Hyatt in Dubai. I interacted with both the assistant manager and the training manager and neither met my standards in acceptable customer service. A grand hotel indeed but no smile, no personality and no real concern expressed by either. Perfectly clothed and coiffed but no one seemed to be home. Robot stature, how disappointing.

Demerit points to the Ritz in Montreal, Canada. I arrived late and although I tipped the taxi driver, he did not assist me with my baggage. No doorman was present to assist either. I was about to enter the Ritz and was accosted by someone begging for money. I addressed the issue with the staff and the manager and was told that as I was not yet a registered guest, I was not their concern or responsibility. Unbelievable.

Demerit points to Dr. J. Ren in Charlotte, North Carolina. She never looked me in the eyes. She told me she would be making the final decision after reviewing my EKG and she did not even bother to talk to me when the test came back and read “irregular.” Zero people skills. Unacceptable.

So what does it take to win friends, influence people and keep patients and guests happy?

Ambassador Skills is the answer. Direct eye contact, a real smile, energy in the voice, a sense of caring.

We as consumers have many choices in our buying options. How many people are we going to tell about our poor experiences with customer service. Many more than one might imagine.

So the economy is challenged right now. Customer service, exceptional customer service is the deciding difference.

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Article Tags: communication skills, customer service, excellent customer service, Gloria Starr



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