Five separate customer service interactions in a four hour window and all five distinctively different.
The First, polite, sweet, eager to help.
The second, disinterested, on autopilot, and clearly a “punch the clock” worker.
The third, rude and elitist — with no reason to be either.
The fourth, dismissive and disengaged.
The fifth, polished, helpful, welcoming. Going above and beyond.
We ended up doing business with the first and the last. No coincidence here — we tend to work with those who want our business, and are willing to work hard to earn it. The first point of contact is a critical touch point. Don’t screw it up.
About Hemant Rustogi