It’s pretty cute for us to focus attention on how our products thrill our customers.
We have to make the P.A system function smoothly at the conference. The ambience of the car should calm frayed nerves during the ride. The water in the bottle should be colourless and odourless.
It’s understandable if this focus on putting on the perfect display – delighting our customers – is on creating a remarkable experience. After all, they are our focus. The users of services or products we create.
Seldom looked at is what actually happens if our displays tank, when the rains show up on our parade.
What happens when the room’s airconditioner packs up on a tourist’s first night in your hotel?
What happens when the pages of your newly published book fall out when a thousand copies have been shipped?
How do you respond?
It’s usually on these occasions that true customer service is truly tested. What’s your response plan?
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