The Art of Human Releations

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest”. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. Source, Wikipedia…


Most of my professional employment life has been in customer relations, mostly in publishing then later in the conference coordination industry. The United Airlines occurrence in the news brought forth a memory I had with a customer, that demanded a full refund since he was not satisfied with the product and services rendered, I explained that a full refund by company policy is not available only a company credit, for another event or service, but he strongly and loudly protested, insisted on a full refund. I placed the call on hold, closed my eyes, took a deep breath, counted to ten, then confirmed that a full refund will be processed the very next day, which would result in a little under two-thousand dollars, of which I had no direct authority to grant, but I did it anyway. A few days later the president of the company called me into his office, something he had never done before to explain my actions. I told him that I thought that the good will of that customer, who had been doing business with the company for years, though not satisfied this time around, was well worth the dollars refunded, kinda an investment, he thanked me, then said, good looking out for the company’s reputation, much later that year, the customer did return, this time with three of his associates, although I did not mention it the president, but anyone having been in business as long as he has and successful must have learned a long time ago, that a pound of cure is well worth far more in the long run…Did I just make something up?




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