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Carmel Windows-what's that? A new version of Windows '97? A Halloween prank?
Is it a window store in that quaint town of Carmel-by-the-Sea? What is it?
Carmel Windows is a customer service rep extraordinaire. Carmel works for our publisher, Crisp Publications. Every time we interact with her, she takes the term "customer service" to new heights.
For example, when I leave a book order on her voice mail, she not only calls to confirm the order, but she tells me when it will be shipped. Then she calls to tell me that it's been shipped and when it's slated to arrive. Sometimes the order is for just a few books.
What makes Carmel go way beyond "good" service? She says she likes the feeling she gets when she surprises people by going beyond what they expect. She says that every order is important because, although someone may be ordering just a few books today, that could lead to hundreds next week.
She told me of a woman who called to order Overcoming Anxiety because she was apprehensive about an interview the next week. Searching the data base, Carmel saw that the book was on back order and wouldn't be available for two weeks. After hanging up, she searched the warehouse for a copy. No luck. Returning to her desk, she found a copy on her own bookshelf. She sent it to the woman with a note saying she knew how important this was, so she sent her own copy.
Now that's customer service!
Copyright 1998 Morgan Seminar Group
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Rebecca L. Morgan, CSP, is a dynamic speaker and seminarist. She is the author of four books, TurboTime: Maximizing Your Results Through Technology, Calming Upset Customers, Life's Lessons: Insights and Information for a Richer Life, and Professional Selling. For information on her speaking services, books, and tapes contact her at 1440 Newport Ave., San Jose, CA 95125, 408/998-7977, 800/247-9662, fax: 408/998-1742, rebecca@RebeccaMorgan.com, www.RebeccaMorgan.com. Please contact Rebecca for permission to reprint or repost this item.
Personal Productivity/Time Management | TurboTime | Customer Service | Professional Selling | Management/Communication | Training | Motivational
Morgan Seminar Group | 1440 Newport Ave. | San
Josˇ, CA 95125-3329
(800) 247-9662 | (408) 998-7977 | Fax (408) 998-1742 |
rebecca@RebeccaMorgan.com