Hiring the right people is the single most important factor in delivering the best customer service. In this video, I explain why and what you need to take into consideration……..
How has your hiring process helped or hindered the service your company delivers?
2 Replies to “Hire Right – Crucial for Customer Service and Satisfaction”
AS A VERY SATISFIED CUSTOMER OF ZAPPOS, I AM EVEN MORE SATISFIED AFTER MACKENZIE STEWART ASSISTED ME WITH HER EXCELLENT CUSTOMER SERVICE WITH AN ORDER THAT WAS DELIVERED TO ME ON 11/1/2010. THE ORDER REQUIRED A SIGNATURE AND AT TIME OF DELIVERY I WAS NOT AT HOME. SO AS A CONCERNED CONSUMER, I TELEPHONED ZAPPOS CUSTOMER SERVICE AND VOICED MY CONCERN AND REQUESTED THAT MY DELIVERY GO TO MY NEIGHBOR’S HOME, (AND WITHOUT THINKING, JUST MENTIONED TO MACKENZIE THAT I WOULD NOT BE HOME ON THE FOLLOWING WEDNESDAY BECAUSE, I WAS GRADUATING FROM THE NYPD ACADEMY. SHE WAS SO PROFICIENT, PROFESSIONAL, COMPLETE AND CONCISE. THE EXACT WAY THAT A CUSTOMER WOULD LIKE TO BE TREATED. SHE THEN CONGRATULATED ME AND INFORMED ME THAT AS A COURTESY, SHE WOULD IMMEDIATELY PUT ME ON THE VIP LIST. I THANKED HER WITH SINCERITY. APPROXIMATELY FOUR TO FIVE DAYS LATER I SURPRISINGLY RECEIVED TWO DOZEN TULIPS FROM 1-800 FLOWERS. WHEN I ARRIVED AT HOME, I THOUGHT THAT THE FLOWERS WERE FOR MY MOM. NEVER BEFORE HAVE I RECEIVED FLOWERS FROM ANYONE.(NOT A BOYFRIEND, BROTHER, UNCLE, GODFATHER, I MEAN NEVER.) AND TO RECEIVE FLOWERS FROM A DEDICATED COMPANY SUCH AS YOURS WAS SUCH A WONDERFUL SURPRISE. TO SUCCEED AT EMPLOYING AND TRAINING SOMEONE SUCH AS MACKENZIE, YOUR COMPANY I SEE IS ONE THAT I WILL NOT HESITATE TO DO BUSINESS WITH IN THE FUTURE. AND NONETHELESS I WILL NOT HESITATE TO RECOMMEND EACH AND EVERYONE THAT I KNOW TO GIVE YOU A CHANCE ALSO.
SHARON L. RHEM
Thanks so very much for posting a note that you sent to Zappos.com. This is a clear example of hiring the right service oriented mindset. Mackenzie did a fabulous job of listening not only to the things that were important to the transaction, but also to what was important to you as a person. She “humanized” Zappos by sending you those flowers and connected the company to you on a personal level.
Congratulations on graduating the NYPD Academy. Kudos to you!
Smiles to you,