This is an interesting post sent to us by Mandy Dennis who I met on a recent customer service training course in Northamptonshire. It shows how offering flexiblity in the way you deliver your customer service can pay dividends for your customers. And after all customer service excellence is what it is all about. This is what she wrote ; “I was trying to arrange travel for my 16+ son on the school bus. I met the reply ‘there’s no room on the bus and we are not obliged to transport him to school’ However we discussed an alternative : re-routing another bus that picked up pupils less than one mile away from our village which had capacity on it. This not only benefits my son, but also several other pupils in the village and the service provider additionally can get extra income from the paying passengers. The local council considered this and thought it was a good idea. It means an earlier pick up time, but at least he got to school and this alternative customer solution has now been running for three years. The moral of the story :Don’t take no for an answer, suggest an alternative and be prepared to work with them to achieve the desired outcome.” Thanks to Mandy for this one. The are a number of customer service training products on offer. There is a tips booklet availabe with a host of top tips. http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=14 These tips are all about what makes customer service excellence. There is also a set of CDs available that cover all the 10 key areas that mark out the very best customer service providers. Follow the link below http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=17
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