Even government employees can find ways to give extraordinary, memorable, attitude-changing customer service, in spite of the constraints and rigors of their procedure-heavy positions.
Especially if they share their senses of humor or other warm personality elements with their stressed customers.
To wit: Wednesday I was stuck in a long line awaiting security screening at PHL, en route to Grand Rapids to give a business keynote speech for the insurance industry and their clients. Out of the corner of my eye I saw a young man carrying an unopened box of Tastykake– and no other luggage.
A passing TSA officer told him, absolutely deadpan — “I’ll need to confiscate those sir–they’re Jelly Krimpets, my favorite.”
Our entire, ’til-then-bored-to-tears-and-anxious line of frequent travelers completely lost it at that point. And the rest of the morning flew by.
Micah Solomon, author of “High-Tech, High-Touch Customer Service“, is the business keynote speaker, author, and customer service expert termed by the Financial Post a “new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling “Exceptional Service, Exceptional Profit“.
Micah Solomon • Author-Speaker-Strategist • Customer Service – Marketing – Loyalty – Leadership
See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter of Micah’s new book, High-Tech, High-Touch Customer Service (AMACOM Books) and Micah’s #1 bestseller, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization