Comments on: The customer experience

By: Ana Inacio

Ana Inacio — Mon, 23 Aug 2010 07:55:10 +0000

Hi Shaun!

Great video. The ideas are all there and the emotional way they are transmited only reinforces the message. It keeps the video in your mind. Of course, we all know the customer service good practices, but putting it at a mote personnal level takes you into the action instead of just “telling” you useful information.

Loved it!

By: David George

David George — Fri, 16 Jul 2010 20:30:44 +0000

Shaun, Picked this up via the discussion on LinkedIn about Customer Focus. I don’t think that the last 90 seconds would work without the preceeding 5 minutes. I may be tempted to call into a Thomson shop now. Good music too!

By: Jackie Belding

Jackie Belding — Wed, 23 Jun 2010 15:16:16 +0000

This video truly shows what it’s like to step into someone else’s shoes! I completely agree that you absolutely MUST show an interest in your customer’s situation. When you genuinely listen and empathize with what your customer has to say, more often than not you won’t even have to pretend, the caring just comes easily.

- Jackie

Belding Skills Training & Development

By: Ronald de Jong

Ronald de Jong — Thu, 01 Apr 2010 14:50:44 +0000

Wow, great example of creating customer experience using the correct touch and behaviour. This situation happens every day in every company. Each employee needs some reflection to realise the impact of it’s behaviour. Great post, love it!

Ronald
Ripples Business Development

By: Shaun

Shaun — Tue, 26 Jan 2010 07:58:47 +0000

Thanks for the comment Lindsay – and for the rec on LinkedIn

By: Lindsay Jackson Nichols

Lindsay Jackson Nichols — Mon, 25 Jan 2010 18:09:35 +0000

Fantastic video. Confirms for me that even outside of customer service and the relationship with customers, we all spend a great deal of time working and interacting with others, and need to find ways to enjoy it and make it worthwhile and ‘mutually’ rewarding and that will have a positive effect on all those relationships (customers, coworkers, suppliers etc). Didn’t the travel agent rep seem happier when she was engaged with the customer and getting the most out of her job?

Many thanks for posting !

By: Shaun

Shaun — Sun, 24 Jan 2010 08:19:39 +0000

Thanks Paul. It does what it does really well

Selcuk. I think you have understood the range of leaning points that are demonstrated here. It is not just a case of “don’t do it that way, do it this way instead” it applies an important context to it. That is, for the server the exchange is next to nothing. After 5 minutes it is forgotten, but for the customer it can make or ruin their entire day

By: Paul Simpson

Paul Simpson — Sun, 24 Jan 2010 07:15:51 +0000

Shaun. Thanks for posting the link on LinkedIn. Like you I thought it was a great video with lots of ‘quality’ messages we can all relate to.

Note to self – need to understand the dreams and ‘sell’ a route to achieving them.

By: selcuk aytimur

selcuk aytimur — Sat, 23 Jan 2010 22:58:07 +0000

The message comes at the last, but comes so strong..Without the preceding minutes, the message would not be so strong (It is the same when we try to deliver an important message during the training sessions..) The clip attempts to open all the possible communication channels we have before delivering what it aims…

Customer satisfaction…empathy I believe is very important. It helps one to understand how he/she and whatewer delivered are really is percieved by the other party; and this is an important factor on the quality level of the service delivered. I am known as a person who really enjoy his job (this is not a job actually for me, it is me!…) but when I indulge to much to what I do, then come complaints. People whom we serve we must never forget about. Without them, we do not exist whether we enjoy what we do or not…

By: shaun

shaun — Fri, 22 Jan 2010 20:18:46 +0000

When I posted a link to this on LinkedIn, in amongst all the positives, there was a remark that it took too long to make a point and that the message was limited to the last 90 seconds. Whilst I think that the clip does make a number of points in the last 90 seconds, to take the view that the preceding 5 minutes don’t make a worthwhile point itself misses a very important message that the clip makes very well (to me anyway).

That point is that the actual point of customer contact (in this case inside the shop) may be very fleeting and forgettable for the server, but it may have a much broader meaning for the customer and their life choices