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Empowering Customers With Support Solutions

Posted by Scott Russo, Customer Support Consultant

What is the goal of customer service? To provide customers with answers to their questions, right? That’s true, however, when it comes to providing GREAT customer service, not only is it about answering questions, but it’s about empowering and enabling the customer with solutions.

It was 10 years ago today (Wednesday). I was at Lotusphere 2001, and finished my sessions, certifications, and sushi with a good friend. I was in Downtown Disney at the Disney Store; my mission was to find a costume for my daughter to wear for her princess birthday party. For anyone that’s been there, you know the store is huge, and very busy. I was a lost, stressed out dad, and didn't have a clue where to go. I know many of you can relate to my situation. Shopping is not a fun, social event, so this was not going to be an easy task. I needed answers and I needed help. I was ready to shoot a signal flare.

A store employee was walking by in a hurry and I asked her if she could direct me to find a Jasmine costume. The employee (let’s call her “Minnie”) was nice enough to stop and answer my question, but what she did next surprised me. She must have noticed the look of confusion on my face. Minnie said, "follow me," and we proceeded to walk to the costume section.

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Posted on 2/3/2011 11:20:41 AM | with 0 comments