http://www.strategies.com.au/blog/the-lost-art-of-customer-service/ Mon, 23 Jan 2012 22:55:06 +0800 http://wordpress.org/?v=2.8.4 hourly 1 http://www.strategies.com.au/blog/the-lost-art-of-customer-service/comment-page-1/#comment-1079 Andreas T, Tokyo Wed, 23 Jun 2010 03:41:35 +0000 http://www.strategies.com.au/blog/?p=254#comment-1079 Thank you Michael as always in this great little reminder on the importance of not switching off the thinking mechanism in ourselves and our people by becoming overly process and procedure driven... Thank you Michael as always in this great little reminder on the importance of not switching off the thinking mechanism in ourselves and our people by becoming overly process and procedure driven…

]]> http://www.strategies.com.au/blog/the-lost-art-of-customer-service/comment-page-1/#comment-1078 Colin Pearce Wed, 23 Jun 2010 02:24:13 +0000 http://www.strategies.com.au/blog/?p=254#comment-1078 Well said again Michael. I experienced the same at the movies recently when I rolled up (on member night) without my membership card. Management had written a blanket edict that no member be admitted without their card, so in spite of the fact that everyone at the counter knew who I was and that I was willing to pay the member price, the customer service specialist thought she was a nuclear reactor engineer who could allow no lee-way whatever lest the city be nuked and denied my access. Common sense (mine) eventually prevailed. The management the next day said they'd look into the issue of flexibility but that I had asked for a dangerous precedent to be set. IT'S A MOVIE TICKET FOR CRYING OUT LOUD! Well said again Michael. I experienced the same at the movies recently when I rolled up (on member night) without my membership card. Management had written a blanket edict that no member be admitted without their card, so in spite of the fact that everyone at the counter knew who I was and that I was willing to pay the member price, the customer service specialist thought she was a nuclear reactor engineer who could allow no lee-way whatever lest the city be nuked and denied my access. Common sense (mine) eventually prevailed. The management the next day said they’d look into the issue of flexibility but that I had asked for a dangerous precedent to be set. IT’S A MOVIE TICKET FOR CRYING OUT LOUD!

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