Sales Service Advice | Proklean Customer Service.

By Martin Haworth

The customer service at Walt Disney World in Florida had alwaysbeen exemplary. Yet on this occasion, as the newmillennium began, there was something wrong...

We had been there a number of times. Ever since our first tripthere in 1980 - quite an adventure at that time when travellingfrom the UK. On that very first visit, my wife was pregnant withour first child, yet this visit in the year 2000, seemed to showus how things had changed.

Back in 1980, we bought 'Disney Dollars' a gift voucherfeaturing all the stars of the shows. There were threedenominations and we brought them home and had them framed, backand front.

In 2000, we wanted to add to our collection with the souvenirmillennium ones, yet left it to our very last night to make ourpurchase.

Imagine our disappointment when we went to Guest Services at thebottom of Main Street to hear that the $10 voucher was beingonly sold in EPCOT, as a 'trial'. Not being one to give up onthis, I wished to register my complaint and asked for a seniormanager, only to be told that there was no-one about.

So I then asked for the name of the manager at the most seniorlevel in Disney World, but again, I was told just to write toCustomer Services and I was given an address in Florida.

That wasn't good enough for me, so I suggested that I wouldwrite to Michael Eisner in Burbank, California, where Disney'scorporate head office is. I was told by the guest servicesrepresentative that, 'I'd never hear back from him'!

When I got home, that is exactly what I did. And about threeweeks after I sent off the letter, I had a phone call - in fact,I had two phone calls, because I was out when the first one wasfielded by my wife. In the second 20-minute call (not, I hastento add, from Micheal Eisner, but from a nice lady 'in hisoffice'), she profusely apologised, questioned me a loton the issue that I'd raised and pointed me in the direction ofwhere I could buy these vouchers by post. It was a detailedenquiry, so that 'we can learn from your experience and put itright'.

I was impressed.

But not so impressed as I was four months later when Ireceived a two-page letter from another department, explainingwhat they had done to rectify the experience I'd had, in detail,as well as sending me a full set of the vouchers I'dwanted in the first place, free of charge.

The Disney experience is one which is well known - in fact theway their customer service process works has been described atlength in a great little book called 'Be Our Guest' aspart of their Disney Institute offer.

Both these are worth checking out if you want to understandbetter how exemplary customer service works, from anorganisation who truly know how to do it

Article Source: www.ArticlesBase.com