Category: Action

Customer delight high on the agenda – Infosys

For someone passionate about customer centricity, its a delight to see an organization mention customer delight in the first quarter of its quarter ending report to its shareholders.

Infosys does exactly that in its latest report to its shareholders. They go on to list the awards & appreciations they have received from their customers for being focused on delight rather than just satisfaction.

If Infy takes this spirit beyond letters into action, the shareholders can rest assured that their networth will take an upward journey as a result.

Smile!

If there is one behavior that will almost surely result in a positive customer impact – it is a smile!

Considering the amount of dough that gets spent on customer service trainings, I just cannot understand why I don’t see more of the Smile on many customer facing teams – receptions, check out counters, servers / waiters, etc.

Some benefits –
  • Create a warm feeling at the contact point
  • Shows the customer that the service agent is thinking of the customer too
  • Has the potential to cushion the impact of any other goof ups your organization might do in the customer experince
  • Acts as a hook to rope in renewed contacts
  • If your don’t give one, someone else will
  • Giving one becomes even more important when you don’t receive one

Stoop to my level

At the movies over the weekend, I was pleasantly surprised to find that snacks could be ordered from the luxury of my seat – popcorn, colas, ice cream, etc – while the movie was on. About half way through the movie, an attendent came to our seats to take our snack orders. Instead of bending down to give options or take orders, he preferred to keep his back straight & shouted over the din of the movie. Did he really expect me to shout over the bollywood song on the screen to order a chocholate mousse!!

I love the way the folks at Pizza Hut stoop down to the level of their seated guests to take orders. This means that they are not looking down on you. Neither does the customer have to shout over the environ to get the order across. Responses are clearly heard too.

A difference enough to make a difference.