March 4, 2014
I've written before about Zappos, the online shoe company that has taken customer service to a whole new level.
It's more than just free postage both ways and a friendly presence on the phone. They strive for an emotional connection with every shoe they sell.
Here's what Zappos founder and CEO, Tony Hsieh says about his company's customer service philosophy:
"We don't have scripts because we want our reps to let their true personalities shine during every phone call, so that they can develop a personal emotional connection with each customer, which we refer to as PEC. When one of our reps found out that because of a death in the family, a loyal customer had forgotten to mail back a pair of shoes she'd planned to return, the rep sent her flowers; now she's a customer for life."
If they can do it, on the phone, with total strangers, how much easier is it for you to connect emotionally with people who choose to hear you every day?
If you're really serious about creating remarkable service throughout your station or organization, I suggest you buy, and read, Tony's book: Delivering Happiness: A Path to Profits, Passion, and Purpose.