Having just attended a customer service week ‘power hour’ entitled ‘Ow, Wow. Ok for Now’, I thought it would be appropriate to share my experiences with you all. Within the one hour workshop we discussed customer service standards across the British Council and looked at various external companies, categorising them into groups depending on whether they offer a ‘wow’, ‘ow’ or ‘ok’ service. It was interesting to hear other peoples experiences of various companies and where one person would see them as a ‘wow’ others see them as an ‘ow’.
One of the main points which came out of all the group tasks was inconsistency in service, which ultimately results in a poor service overall. The only companies that did manage to reach the ‘wow’ section were consistent with their service. Interestingly Amazon was the only company that reached the ‘wow’ section for all groups in the room, due to their personalised and consistent standards. Who would you put forward as a ‘wow’ company or organisation?
Paula
6 October 2009 at 1427 |
I think I would have to put Waterstones forward for the WOW factor. I have too many examples to list, but as Paula stated above it is due to their personalised and consistent standards. Their staff are always polite and helpful and go out of their way, even at Christmas time when the queues are out the door, to make you feel like a valued customer.