Point to Ponder
“Get there with a smile. We are in the customer service business…We just happen to fly airplanes.” Source: Southwest Airlines Magazine September 2011.
And my experience with Southwest airline crew in a flight this week confirmed the great attitude and service stated in their mission and above quote.
Also during this same week, a colleague shared with me an experience with a bank which is on the opposite end of the one I had with Southwest.
Story Line courtesy of Dipankar Bose
I have an account with a large bank overseas. This bank assigns customer account representative (CAR) to each client. Last week a young man called me to do a customer satisfaction survey on my relationship with my CAR.
Survey: Sir, on a scale of 1 to 10 with 1 being the lowest and 10 the best, how satisfied are you with your CAR, Mr. PB?
Me: I would score him a 1.
Survey: Sir, I’m very sorry to hear that, could you please tell me why you have scored him so low?
Me: I haven’t had a statement from him on my investment accounts for one year. Since he was assigned as my CAR, I’ve sent him an email five times and never got one response.
Survey: I’m very sorry to hear that Sir... Please allow me to ask the next question: on a scale of 1 to 10 how effective has your CAR been in resolving your banking issues?
Me (annoyed): Given that he has never answered any email even once, what do you think my answer will be?
Survey (laughing sheepishly): Yes sir, I understand.
Me: I suggest you just score all other questions a 1.
Survey: Yes sir, I understand but just one last question?
Survey: Sir, on a scale of 1 to 10 how likely would you be to recommend your CAR to other clients of our bank?
What good is the ability to exceed customer expectations if it can’t be delivered consistently throughout the organization? -Walt Disney