 Where
on the Floor is 264?
One of my students was
looking for his room on the second floor of his hotel
in London, United Kingdom.
The corridor was being renovated and all the wall signs
had been taken down. The guest saw a member of the hotel
staff and asked, ‘Where can I find room 264?’
The staff thought for a moment and replied, ‘Between
room 263 and 265,’ and then walked off.
It took the customer a moment to realize the absurdity
of what he had just heard. By the time he turned for
better guidance, the staff member was gone.?
Key Learning Point
Your
customers may require more than technical data to fulfill
their wants and needs. Data only becomes useful information
when it connects with human concerns.
Action Steps
Give your customers support, coaching, application guidelines,
hand-holding, respect, encouragement and practical, useful
advice. Make sure they get what they need: assistance,
not just answers.
Next Article in Customer Service Education >>
In Your Best Interest
First Article in Customer Service Guarantees >>
Are You Pulling in the Same Direction?
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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