Customer Service – Going Beyond Expectations

I was called into a meeting with a new client. The industry of this client is highly emotional and required a special skill set to interact effectively with their customers. My client was interested in providing some of their staff with customer service training. I met with both the Director and Manager of Human Resources. They were both very clear as to the outcomes they wanted to achieve as a result of the training. They wanted the experience of their customers to be one of compassion, empathy and professional. Given the very sensitive nature of their business I could see there were two members of our alliance that would be able to provide them with the customized solution they were looking for. Both these alliance members had extensive experience with this type of training and they both had very different approaches. I thought either of them would do a great job and recommended that the client meet with both of them.

I met with the client to discuss next steps after they had met with both alliance partners. The client loved them both and I suggested we combine the programs of the two alliance partners to create a totally unique and customized program. They were thrilled with the suggestion and my alliance partners were eager to collaborate. Once the final program was approved the client concluded this program would be so impactful they wanted the entire company to take the program. In the month that followed small groups were taken through this highly engaging course and the feedback from the participants was fantastic. Three years later the client is still pleased with the difference this training made in the way their employees interact with their customers.