Monday Motivation: Stand Out From The Pack

I think we’ve made it very clear that we love feedback.  Jenny has actually been handling the lion’s share of it lately but I came across one that really stood out to me.  It went like this:

I just wanted to take the time to let you know personally how much I appreciated the level of professionalism that I experienced during my call with your representative, Derrick. Derrick did a superb job of helping my company set up service. He was articulate and very patient while I conferred with my manager about the service options available and was able to answer all of my questions in detail. After spending most of today calling several virtual PBX companies, Derrick was the most pleasant person I spoke to all day. Truly a breath of fresh air.

I took the liberty of bolding AND underlining the bit I wanted you to catch so you don’t miss it.  How fantastic is this?  This customer called SEVERAL VoIP companies and found Derrick from Phone.com to be the best.  I guarantee that if I talked to Derrick about this, he would say he was simply doing his job.  The fact of the matter is that in this case, “Derrick just doing his job” was better than everyone else.

In case you missed my recent review of Shep Hyken’s “Cult Of The Customer,” I summarized his 3 Forces.  Regardless of where you work, who you work with or how many people you work with, you CAN be a force of amazing customer service.  Choose to be a force today and do your job better than anyone else.  I am proud to say that I’m on a team at Phone.com full of people just like Derrick who routinely serve customers better than our competition.

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Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on the Customer Service Life. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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