Dinner conversation last night with my neighbor turned to customer service. She had an interesting comment about the employees at our local Game Stop. She pointed out most of the employees are friendly but cold, good but not great, doing their job but all according to a script - all except one. The reason she and her daughter keep going back to this particular store is this one employee who acts like she really cares about us. The neighbor went on to explain this employee remembers us, always gives a friendly hello, and goes the extra mile – she calls when she knows there is a special coming up they would be interested in. Customer service is not just the service, it is also the relationship.
Your customer service – it rocks or it doesn’t.
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