The brilliant Michael Heppell led a superb session this morning on Customer Service for our client community. One of the first questions he asked was “What’s been your best ever customer service experience?”
For me, this was a very timely question because only yesterday evening I found myself being transported to Sick Kids Hospital in an ambulance with my daughter following a trampoline injury to her back. And I have to say that the paramedics delivered a first class service.
Here’s a list (though not comprehensive) of the things they did right.
– oozed calmness & control
– acknowledged Freya at her level
– listened intently
– summarised perfectly
– conducted their checks meticulously
– recognised the highly stressful situation and gave assurances as soon as positive signals were identified (you can imagine how worried we were)
– used appropriate humour to lighten the mood
– demonstrated empathy and care for Freya from house to hospital
Chris and Ed were their names and if you asked them they’d say they were just doing their job. To my family though, they delivered impeccable service.
Thank You NHS. Under stressful situations you continue to perform! Amazing!
