Sunday, 9 September 2007

This is Customer Service on a Brain

Ok, that title probably doesn't do what it's supposed to. I was going for the allusion to the old anti-drug commercials using the egg to illustrate how one's brain would be fried by drugs.

Anyways, I wanted to share another Customer Service Moment of Excellence I experienced last week. I had to book a business trip to Halifax for later this month. Now the departure was more than two weeks, so I was expecting to get a decent rate. I always try to book early to save the company a few bucks.

I called Carlson-Wagonlit, who handles our corporate travel. I'm always very impressed when I work with them. Sean (Shawn? Shaun?) with whom I often deal, is the epitome of a customer service professional. This time I was a bit disappointed to get Paula.

My disappointment vanished quite quickly. Paula displayed all the personality that Sean usually impressed me with. Things proceeded well with her providing a couple of different options. However, I thought things had gone south when the price was almost 50% more than I had expected. I stated that to Paula, and she agreed. Then she won me over completely. She let me know that she would need some time to try out a few other options to see if she could find me a better price. She wanted to be conscious of my time and asked if she could let me go, and email me those options in 20 minutes?

As I'm on vacation at the moment, I was quite pleased to go back to cleaning my office and agreed readily. 20 minutes later there was a perfect option in my email!

Paula thought. She thought about me.

Keep it up Carlson-Wagonlit. You are at the top of my list for customer service!

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