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Extraordinary customer service

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I have a lot of stories to tell as far as customer service is concerned. I have a lot of bad ones and very few good ones. So when I have receive an exceptionnal customer service I’m eager to tell about it.

I recently offered a stay in a fine hotel to relatives. I love to please those I love and let them enjoy experiences rather than tangible presents. My guests had just returned and 24h later I got a letter (a REAL letter; not an email) from te hotel. The manager was thanking me for having chosen his hotel and hoped he had positiely contributed to a pleasurable experience for my guests.

My take:

This letter, which is not much in itself, is an extraordinary moment of truth and an extensionof the positive experience. Kudos.

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Author: Pierre-Nicolas Schwab

Dr. Pierre-Nicolas Schwab is the founder of IntoTheMinds. He specializes in e-commerce, retail and logistics. He is also a research fellow in the marketing department of the Free University of Brussels and acts as a coach for several startups and public organizations. He holds a PhD in Marketing, a MBA in Finance, and a MSc in Chemistry. He can be contacted by email, Linkedin or by phone (+32 486 42 79 42)

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