Words Portray the level of service we deliver

The extra mile doesn't have to cost extra amount for our customers. But going the extra mile can create priceless memories for our customers, goodwill for our organization and a fountain of good feelings for us. When we improve customer experience everyone win. Going above and beyond is often what it takes to improve customer satisfaction. Doing enough is okay, but exceptional service calls for exceptional measures. People can tell a lot about our commitment to customers in the words we use.

Below excerpt has been taken from an article and is being shared for our learning. I enjoy reading books written on customer services. Recently I called one of the renowned dealer and inquired about a book. He said it is out of stock, but more will be coming soon.
I said great, could you give me a call as soon as they come in? He was reluctant and said to me. They'll be coming in a few weeks. Why don't you call us back then? With my scheduled official visits, I imagined missing the next shipments and asked the dealer again if he would call me. I also reminded him that I am a regular customer of his shop and bought many of the books from him. When I further told him my details, he replied, yes I remember you and as a personal favor, I'll give you a call but we don't usually do this for customers.

 

I was stunned. If not for customers, who do they do it for? The measure of customer service or lack thereof was clear in his words Quick outbursts from employees often reveal the real mindset lurking behind a surface smile. Have you ever heard someone say: "We can't do that for you it's not our policy. I'd like to help you, but it's not my department. You have to speak to someone else." We should open our minds to measure customer service before our customers do it for us.