“I found the whole day a great learning experience”
We call our prescribed flavour of customer care “extreme customer care“. We want companies to create extreme experiences that customers will find positively unexpected, memorable and remarkable. It isn’t easy to do and in my course on Delivering Customer Service Excellence, some find this way of thinking at first difficult.
I found the whole day a great learning experience. But, I found thinking of how we can be “extreme” to be challenging. All the topics were good and relevant and well placed to the target audience. Rod Solar was excellent, engaging, kept it interesting and amusing, but got the point across.
Hospital Manager, Yorkshire Eye Hospital, Leeds
To quote Arthur Schopenhauer: “Every truth passes through three stages before it is recognised: In the first it is ridiculed, in the second it is opposed, in the third it is regarded as self-evident”.
That’s the kind of thinking that has revolutionised the kind of customer service experience that we today take for granted. Did you know that when cars were first mass produced you could choose any colour you wanted as long as it was black? True story. Now we have every colour of the Newtonian colour-wheel in various permutations of gloss and mutedness.
Are you being extreme? Or are you offering what will one day be perceived as utterly predicable, boring and unremarkable?