My first
superior customer service I experienced happened earlier last year when my
friends and I stopped at a local Arby’s to eat. It wasn't necessarily the
customer service in the beginning that won us over; it was the way they
responded in a tough situation. In our
case we ordered a fair amount of food between the three of us and the total
came to $16. We preceded to hand them a payment via Debit Card and the machine
was having a difficult time. At first our patience was fairly intact but after
the third to fourth failed attempt to properly get our card wiped and payment fulfilled
our patience dwindled. We had already pointed out that we were displeased with
the service they were providing. They responded in a professional manner and
for the most part I could tell the cash register girl was genuinely concerned
and embarrassed that this issue was happening. I’m sure we were of no
convenience when we walked in 10 minutes prior to close. But that is no excuse
because they run a business from the hours posted on the outside door. So after
the girl at the register continued to fail at getting our payment through she
proceeded to converse with the only other employee there.
“Many
sellers make the mistake of paying more attention to the specific products they
offer than to the benefits and experiences produced by these products. These
sellers suffer from marketing myopia. They are so taken
with their products that they focus only on existing wants and lose sight of
underlying customer needs. They
forget that a product is only a tool to solve a consumer problem.” Armstrong & Kotler: Marketing Pg 7.
With that being said I feel the
employee forgot what was really important but within time she realized the
customer need was what’s important at the end of the day. Eventually they provided
an excellent service to us. Why you ask? After a total of a 14 minute wait they
gave it to us all for free, including free desserts as an extra apology.
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