Although the French don’t have a particularly stellar reputation for being nice — especially not to American tourists – blogger Terry Starbucker had such a memorable customer service experience while on vacation in Paris, he was compelled to blog about it.
No one likes waiting, especially not when they think they may have accidentally deleted a 52-page PowerPoint presentation that’s due in 20 minutes.
In a post titled “15 Basic Steps to Mind-Blowing Customer Service,” Starbucker recounts the unforgettable customer service experience he had on a handful of visits to a produce shop on Paris’ Rue Jean Mermoz.
Here are some of the things the monsieur got right, according to Starbucker:
- Proper greeting: He acknowledged him with “bonjour monsieur” each and every visit.
- Patience: Despite the language barrier, and a gaggle of customers waiting in line behind the author, the proprietor nevertheless gave him his full attention while waiting on him, and did not try to rush him along.
- Handling queues: Even while he was waiting on others, the shop owner greeted everyone who came in, and assured them he’d be with them shortly.
- Positive attitude: He was friendly, and smiled.
- Proper manners: When Starbucker left, he held the door for him.
Although holding the door isn’t exactly feasible for most businesses, here’s my take on how help desks can learn from Mr. Starbucker’s Parisian produce experience:
- Proper greeting: Simply answering the phone with a curt “Help Desk” conveys to the caller that he is interrupting you, not that you are there to help. Chances are the caller is under stress; making him feel like he is intruding makes it worse.
- Patience: Likewise, letting a caller describe his issue without interruption is important. After all, his job and professional reputation may be on the line. If you get the whole story, finding a resolution is quicker.
- Handling queues: No one likes waiting, especially not when they think they may have accidentally deleted a 52-page PowerPoint presentation that’s due in 20 minutes. Informing the caller that you will be with him shortly goes a long way in making the wait more bearable.
Have a great customer service experience to share? Tell us in comments or send us an e-mail.
Read a related post: “Live Tech Support Doesn’t Have to be a Rarity.”
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