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Quality Customer Service: Some Insider Questions Featured

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 First impressions are often wrong, yet they are very important. A single action that wows a customer, especially a new customer, may go a long way to influence a favourable opinion about the business. A single mistake by a customer service associate can also completely turn-off a new customer. Perhaps nothing is more important in customer service than getting it right at the first attempt.

 It's common to see customers rate the same customer service associate differently, from 'very good' to 'very poor'. From my experience as a customer service associate, I know how much first impression counts. It can either win you friends or earn you enemies. I've had some customers asking for a feedback form to compliment or criticize my service quality. Occasionally I go out of my way to go the extra mile to meet customers' needs, probably because there's not a high traffic of customers waiting to be served.

There are also times, especially when the shift is understaffed, where I am unable to pay adequate attention to some customers because of pressure from other customers waiting, getting impatient, and physically agitated. When faced with attending to customers who have been waiting for a considerable time, what will you do? There's this customer before you, they need your help with something that demands you being out of your desk for some time to attend to his need. Then there's this long line of other customers before you and they are eagerly waiting to be attended to. You know you're doing your best, but you're overwhelmed.

 Much has been said about seizing the moment of opportunity to wow customers and leaving lasting impressions with them. But when you are so pressured to the point that you are no longer in a position to deliver and your integrity is about to be compromised, how do you handle that? Quitting is not an option here. You love the job, you have a passion for it, you want to acquire the necessary experience and grow, but the environment isn't giving you the opportunity. What are the solutions?

 

Read 716960 times Last modified on Thursday, 11 June 2015 13:44
Wednesday, 10 June 2015 23:00

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  • Comment Link Michaelarist Tuesday, 10 December 2024 17:59 Michaelarist

    He thought the guy he met on vacation was just a fling. He turned out to be the love of his life
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    Guillermo Barrantes relationship with Larry Mock was supposed to begin and end in Palm Springs.

    It was a “casual, brief encounter.” A vacation dalliance that only lasted half a day.

    “It was just so casual, so easily nothing could have happened from it,” Guillermo tells CNN Travel. “We could have walked away and just had our lives separate. But of course that didn’t happen, because it wasn’t meant to be that way. It was meant to be the way that it was. That it is.”

    It all started in summer 2013. Guillermo - then in his early 40s - was on vacation in the California resort city of Palm Springs. He was in a phase of life where, he says, he was prioritizing himself, and wasn’t interested in long term romance.

    “I thrived in being by myself, in traveling by myself, in having dinner by myself – I loved all of that so much,” says Guillermo, who lived in Boston, Massachusetts at the time.

    “I wanted no commitment, I wanted no emotional entanglement of any kind. I wanted to have fun, get to know myself. And it was in that mode that I met Larry, when I wasn’t really looking.”

    During the vacation in Palm Springs, Guillermo was staying at a friend’s apartment, and while the friend worked during the day, Guillermo passed his time at a “run-down, no-frills” resort a couple of blocks away.

    “You could just pay for a day pass, they’d give you a towel, and you could be in the pool and use their bar,” he recalls.

    One day, as he was walking the palm tree-lined streets to the resort, Guillermo swiped right on a guy on a dating app – Larry Mock, mid-40s, friendly smile. The two men exchanged a few messages back and forth. Larry said he was also on vacation in Palm Springs, staying in the resort Guillermo kept frequenting.

    They arranged to meet there for a drink by the pool. Guillermo was looking forward to meeting Larry, expecting “some casual fun.”

    Then, when Guillermo and Larry met, there was “chemistry” right away. Guillermo calls their connection “magnetic.”

    “My impression of Larry: sexy, handsome and warm,” he recalls.

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    How to survive a bear attack – or better yet, avoid one altogether
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    You’re out for a hike, reveling in glorious nature. Suddenly, you spot a bear. And the bear has spotted you, too. Would you know what to do next?

    Beth Pratt sure would.

    She was once on the Old Gardiner Road Trail in Yellowstone National Park, enjoying her run in wild nature. Her reverie came to an end when she came upon a grizzly bear eating flowers.

    “I stopped. It stood on its hind legs and looked at me. I knew that wasn’t a threatening gesture,” she told CNN Travel. “I’m not kidding, it waved its paw at me as if to say, ‘just go on your way,’ and went back to eating.”

    “And I walked slowly away and put some distance between us, and the encounter ended fine.”

    When it comes to dealing with bears, Pratt does have a thing or two on almost all the rest of us, though.

    She is the California regional executive director for the National Wildlife Federation, a job she’s had for more than 10 years. She worked in Yellowstone for several years – and once saw nine grizzlies in one day there.
    Finally, she lives on the border of Yosemite National Park, and bears will pass through her yard, including this one seen in the footage above in late September 2021.

    You can hear the enthusiasm in Pratt’s voice as she shares her bear bona fides and advice to make sure bear/human encounters are delightful, not dangerous.

    “A wild bear is a beautiful sight to see. It’s incredible to see them in the wild. I never had a bad experience with bears. What I try to get people to feel is respect, not fear, for bears. The animal usually wants to avoid the encounters.”

  • Comment Link JamesGlymn Monday, 09 December 2024 21:19 JamesGlymn

    They fell in love three decades ago. Now they pilot planes together
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    On their first flight together, Joel Atkinson and Shelley Atkinson couldn’t contain their excitement. They enthused to the flight attendants. They posed for photos. They told passengers via a pre-flight announcement.

    “We made a big deal about it,” Joel tells CNN Travel.

    Then, right before take off, Joel and Shelley sat side by side in the flight deck, just the two of them. They’d come full circle, and were about to embark on an exciting new chapter.

    “It felt amazing,” Shelley tells CNN Travel.

    “As we prepared to take off, I was giddy, euphoric,” says Joel.

    Joel and Shelley met as twentysomethings flying jets in the US Air Force. They became fast friends, then, over time, fell in love.

    Today, they’ve been married for 27 years and counting. They’ve brought up two kids together. And now they’re both pilots for Southwest Airlines. They regularly fly together, with Joel as captain and Shelley as first officer.

    The couple say working together is “amazing.” They treat layovers as “date nights.” They learn from one another’s respective “wisdom and judgment.”

    And no, they don’t argue mid-flight.

    “People ask us, how does it work, flying together?” says Joel. “We know a few pilot couples and some of them fly together, some of them don’t. I’ve heard people say, ‘Oh I could never fly with my wife or my husband.’”

    For Joel and Shelley, working together is seamless – a joy that comes easily to them both.

    “We’re best friends,” says Shelley.

    “There’s just that unspoken bond,” says Joel.

  • Comment Link ChesterDisse Monday, 09 December 2024 20:09 ChesterDisse

    You’ve come across a bison in the wild. It’s looking at you. Do you know what to do next?
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    A dangerous encounter with a territorial bison and the subsequent viral video were not what Rebecca Clark had in mind when she set out for Caprock Canyons State Park in early October 2022.

    She had been so enamored with Texas’ third-largest state park on her first solo hiking and camping trip there a year earlier that she decided to go back for more. Roughly two hours by car from either Lubbock or the Panhandle city of Amarillo, Caprock attracts visitors with big blue skies, brown and green prairielands and rugged red-rock formations.

    Caprock has another draw – its wild bison herd, about 350 strong in late 2022. But bison, the great symbolic animal of the Great Plains, weren’t on her radar. Until suddenly, they were.

    The Texas resident recounted her experience with CNN’s Ed Lavandera, telling him that she came upon a herd while she was walking a trail back from Lake Theo.

    “I decided to just kind of wait for them to … get across the trail, and then I would pass them.” But they weren’t moving away fast enough for Clark. She said she decided to just walk by them – closer than the recommended safety distance. She was recording the moment on her smartphone.

    In her video, Clark can be heard saying, “Thank you, I appreciate it” as she passes the animals.

    Things got dangerous very quickly when one of the agitated bison took notice. “When I saw him turn, it’s like instantly I knew he was gonna come after me.”

    And that’s exactly what the bison did. Once it charged, the large mammal was upon Clark within two seconds despite her frantic attempt to flee.

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    And there was Clark. Gored, bleeding and alone. How would she survive?

  • Comment Link JosephTok Monday, 09 December 2024 02:01 JosephTok

    The Australian city that became a global food and drink powerhouse
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    Sydney or Melbourne? It’s the great Australian city debate, one which pits the commerce, business and money of Sydney against cultural, arts-loving, coffee-drinking Melbourne.

    While picking one can be tricky, there’s no denying that Australia’s second city, home to 5.2 million people, has a charm all of its own.

    Melburnians (never Melbournites) get to enjoy a place where nature is close by, urban delights are readily available and the food and drink scene isn’t just the best in Australia, but also one of the finest in the world.
    There’s no better way to start a trip to Melbourne than with a proper cup of coffee. Coffee is serious stuff here, with no room for a weak, burnt or flavorless brew. The history of coffee in Melbourne goes back to the years after World War II, when Italian immigrants arrived and brought their machines with them.

    Within 30 years, a thriving cafe scene had developed and, as the 21st century dawned, the city had become the epicenter of a new global coffee culture. The iconic Pellegrini’s on Bourke Street and Mario’s in the Fitzroy neighborhood are the best old-school hangouts, while Market Lane helped lead the way in bringing Melbourne’s modern-day coffee scene to the masses.
    Kate Reid is the best person to speak with about Melbourne’s coffee obsession. The founder of Lune Croissanterie, she was once a Formula 1 design engineer and has brought her expertise and precision to crafting the world’s best croissant, as well as knowing how to brew a coffee, and specifically a flat white, just the way it should be.

    “Good coffee is just ingrained in everyday culture for every single Melburnian now,” says Reid. “I think that that peak of pretentious specialty coffee has come and gone, and now it’s just come down to a level of a really high standard everywhere.”

    That’s clear when she pours a flat white. Describing herself as a perfectionist, the way she froths the milk and tends to the cup is a sight to behold.

  • Comment Link Michaelslerb Monday, 09 December 2024 00:56 Michaelslerb

    Four friends posed for a photo on vacation in 1972. Over 50 years later, they recreated it
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    In the photo, four young women walk arm in arm, smiling and laughing, on a beach promenade. They’re dressed in mini skirts and flip flops, and there’s what looks like a 1960s Ford Corsair in the background. This is clearly a snapshot from a bygone era, but there’s something about the picture — the womens’ expressions, their laughs — that captures a timeless and universal feeling of joy, youth and adventure.

    For the four women in the photo, Marion Bamforth, Sue Morris, Carol Ansbro and Mary Helliwell, the picture is a firm favorite. Taken over 50 years ago on a group vacation to the English seaside town of Torquay, Devon, the photo’s since become symbolic of their now decades-long friendship. Whenever they see the picture, they’re transported back to the excitement of that first trip together.

    “It’s always been our memory of Torquay,” Sue Morris tells CNN Travel. “The iconic photograph — which is why I got the idea of trying to recreate it.”

    ‘The iconic photograph’
    Bamforth, Morris, Ansbro and Helliwell were 17 when the photo was taken, “by one of these roving photographers that used to roam the promenade and prey on tourists like us,” as Morris recalls it.

    It was the summer of 1972 and the four high school classmates — who grew up in the city of Halifax, in the north of England — were staying in a rented caravan in coastal Devon, in southwest England. It was a week of laughs, staying out late, flirting with boys in fish and chip shops, sunburn, swapping clothes, sharing secrets and making memories by the seaside.

    Fast forward to 2024 and Bamforth, Morris, Ansbro and Helliwell remain firm friends. They’ve been by each other’s sides as they’ve carved out careers, fallen in love, brought up families and gone through heartbreak and grief.

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