JS Tip 12: On Customer Service: Specific Examples
In last week’s tip, we explored how customers measure service: Integrity. Friendliness. Speed. Competence. Flexibility. We invited you to send in your experiences, and we promised to include some of those in this week’s tip. Bingo. Here’s an example of great—and unexpected—customer service.
The couple was visiting Disneyland with their special-needs son. As they stood in line to have their son’s picture taken with Winnie the Pooh, the dad noticed how Winnie would shake hands with the visitors, pose for the photograph, and move to the next set of visitors. Shake hands. Pose. Move on.
But when Winnie came to the young man with special needs, things changed. Winnie wrapped his arms around the young man in a great hug. The young man disappeared into Winnie’s folds. They hugged for perhaps fifteen seconds. When they broke their embrace, the young man was grinning from ear to ear.
Winnie the Pooh had gone beyond expectations to provide a memorable moment of customer service.
If you have an idea for a future tip, perhaps something you struggle with, or are curious about, please let us know. We welcome your feedback and ideas.