Wow customer service is not just a fleeting moment; it’s the cornerstone of a legendary, customer-centric business. Customers remember stories, and the narratives they share about your company shape your brand. As a customer service consultant and trainer, I consistently emphasize the importance of cultivating a service-oriented mindset within organizations. To truly “wow” your customers, your employees need to be not only empowered but also thoroughly trained to seize those crucial opportunities and creatively resolve customer needs using all available resources. This begins with robust Customer Service Training.
While opportunities to deliver extraordinary service may not arise every day, preparedness is key. Effective customer service training equips your team to recognize and capitalize on these moments, transforming routine interactions into memorable experiences. Let me share a story that vividly illustrates the impact of a service-oriented culture, one that is nurtured and honed through dedicated customer service training.
Imagine you are aboard a luxurious Seabourn cruise ship, often considered a five-star resort on water. One morning, as passengers disembark for a shore excursion, a mishap occurs. A woman, applying lotion, accidentally loses her heirloom wedding ring. It bounces off the ramp and disappears into the ocean.
Understandably distraught, the wife is comforted by her husband and the ship’s empathetic crew. The staff assures them they will handle the insurance paperwork, allowing the couple to salvage their day ashore. However, this ring is irreplaceable – an heirloom.
Despite their best efforts, the couple’s day is overshadowed by the loss. Upon returning to their cabin, they find a blinking voicemail light. The concierge requests their presence in the common area, mentioning the captain wishes to speak with them. They anticipate a standard apology and insurance forms.
Instead, they are greeted by the captain himself, who presents them with a box. Inside? Not another box, but the lost wedding ring.
The captain, demonstrating exceptional initiative and resourcefulness – qualities often fostered through strong customer service training programs for leadership – had immediately contacted nearby divers. He persuaded them to interrupt their schedule, dive into the location of the incident, and search for the ring. Remarkably, under clear skies and calm seas, they succeeded.
This story exemplifies “wow” customer service, a level of dedication that might seem extraordinary. You might think such dramatic opportunities are rare in your own business. However, the essence of this story lies not in the scale of the gesture, but in the mindset it represents. Customer service training should instill in every employee the ability to identify and act upon opportunities to assist customers in unexpected ways, whether it’s retrieving a lost item or resolving a complex issue.
These actions, both big and small, become the stories customers tell. And these stories are powerful marketing tools and loyalty builders. For managers, it’s crucial to recognize and celebrate employees who go above and beyond, especially when it disrupts their planned tasks. This “plus-one” customer service, born from empowered and well-trained employees, is the hallmark of world-class, customer-centric organizations. Investing in comprehensive customer service training is investing in creating these memorable, loyalty-driving “wow” moments.
