Category Archives: Professional

Exceptional Emirates

Apart from my passion for customer service, my other love lies in the skies, in particular airlines. Back in January I decided to take a trip to China with Emirates to test their new Dublin to Dubai route and onward to Hong Kong. I was spurred into the decision by very favourable launch offers and the thought of spending half a day flying half way around the world (nerdy I know)

Emirates day arrived and I presented myself at the airport for the beginning of my trip. Despite the route being only a week old, the flight was pretty full (thanks to Emirates marvelous marketing skills) I was approached by a member of staff who asked me would I mind being re-routed. Now this for many would be a hellish idea, but for an aviation enthusiast/nut like myself it meant another flight, another airport and a bit of an adventure.

It was how they dealt with the disruption though that they makes this post blogable. I was treated to a free breakfast voucher whilst they got my affairs in order, a duty free voucher and a free ticket back to Hong Kong whenever I chose. There is a lot of free in the last sentence, just how I like it !  This was brilliant customer service.The best bit though was that I was upgraded to Business class from Birmingham to Dubai, with full use of their lounge and all the related amenities. It is this kind of amazing care towards their passengers that ensures they are always voted amongst the top airlines of the world.

So off I headed to Dubai, treated like a king with the promise of a return to Hong Kong and all the Veuve  Clicquot I could have ever wanted. I arrived mildly tipsy and tremendously impressed despite my re-routing.

P.S. Look at their impressive takeover of the Metro herald from yesterday, they know how to do things properly and are so consistent with their message even on a global scale;

Fly Emirates, Hello Tomorrow

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Brilliant Brioche

I must admit, it is not often that I feel compelled to tell you all about my lunch, nor would I think you would be interested in such mundane musings, however this is different. Brioche is one of our local haunts providing the sustenance a student needs to make it through a grueling college day. In my opinion, they are just great. Not only do they have great prices and lunch deals (€2 for coffee, with extra kick) but they are genuinely nice people.

It was this week that we made the stroll down Aungier Street to said cafe. I must add that we battled the wind and rain on two occasions and on one occasion I lost an umbrella to it (Doesn’t this scream brand loyalty to you). Nevertheless it was packed. One member of staffed soon realised the impending herd mentality that was about to break out and took it upon herself to come out behind the counter to hurry things along.

She proceeded to take our orders in advance, writing them and our names on their bags. This is brilliant customer service in action. We were impressed. They even succumbed to my addiction for mayonnaise by providing me with a little extra pot for my pleasure (Remember it is the little extras that I love). We returned today and were greeted by the uber professional staff member by name, this threw me over the edge into a pit of delight.

Every single company should have staff members like this, she surpassed any expectations I ever had about the place,  I am now a loyalist to Brioche.

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Kareem’s Win-Win

Like many of us out there, when I have a techy problem I get all flustered and ponder the complexities of modern technology. I don’t however ponder it too long , I prefer to let the experts do the pondering. Kareem got in contact with us to share his view on customer service, in particular the great help he received from his service provider in relation to his website.

For Kareem the help he got not only was free (and we do love free at this blog) but left him with such a great impression of the company that he wanted to share it. This is the power of great service, it goes way beyond problem resolution. It builds relationships and is a powerful indirect promotional tool for a company.

Kareem provided a great analogy which really sums it up, ” Superior customer service is like having a great friend do you a favour: You feel the urge to repay them not because you’re forced to, but rather because you will feel satisfied in doing so”. 

This emphasis on returning the favour is what companies should be striving for, the aim is that you return the favour with their company only and speak highly of them to others, the essence of brand loyalty.

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Top Marks

A spur of the moment Thursday trip to M&S turned out to be quite the fruitful one. Initially lured in by their €12.50 dinner deal (which cannot be beaten for value) we were greeted by a selection of delightful treats being offered.

Yvonne was just as delightful as her samples, she amazed me with her enthusiasm and knowledge of all things Marks and Spencer. I left feeling knowledgeable  not just about the new range but a whole host of tips and tricks regarding all things cookery.

The most important point though is that Yvonne had bundles of passion without being pushy. She was absolutely brilliant at her job and could sell me a Spanish risotto in an instant, despite my abhorrent dislike for the mini rice dish. There needs to be more Yvonne’s out there !

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