From the course: Customer Service Mastery: Delight Every Customer
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Breaking rules
From the course: Customer Service Mastery: Delight Every Customer
Breaking rules
- My next idea for how to generate ideas, to really delight your customers is how can we break the rules? Now, this is tricky because you got to have rules and part of the basics is to have rules that all the staff follow so they always get it right every time. But I've got four examples here to show you that sometimes thinking about how you can break the rules would allow you to delight your customers. So my first example is visiting time at a hospital. So imagine that visiting time is say one till two. And imagine that a relative comes running into the hospital two minutes past two to visit their relative who might be perhaps really ill. And imagine if the nurse says, "Sorry you've, you've missed visiting time, you'll have to come back tomorrow." That would be awful because that person's probably traveled quite a long time. They've had a really stressful journey to get there. They just missed the window and just saying,…
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