Call Center in Mexico You don’t build a successful customer service culture by only helping the people you think can help you back, the VIP clients and big spenders and celebrities with instagram followers in the seven digits. Turning your customer service on and off in this manner–being calculating in choosing the customers on whom to lavish or not lavish assistance–is awkward, hard to control, and ultimately deadening to employees and the organization at large.
The cynicism will overshadow all the inspirational posters you could possibly put on the walls.
On the other hand, to help in not-obviously strategic, human ways can pay off for your business in spades. This may sound backward, but it’s true.
In part, this is because you can’t always know who you are dealing with when you are providing superior customer service (or, for that matter, cynically failing to do so). Even if someone can’t help you directly in building your business, you never know who their auntie or their cousin is, or who their Facebook friends are.
But mostly it’s because having a default position of helping everyone who needs help and involving everyone on your team in the effort is one of the fastest ways to build, and one of the most effective way to sustain, a true service culture.
An illustrative story, which, in a more skeletal version, I shared with readers just over a year ago, concerns a woman of advancing years who wrote to a hotel overseas with an extremely unusual, and ultimately time-intensive, request. (A question, actually, but they took it as a request.) I recently uncovered more details and texture about the hotel’s response, and will share it below.
Reading this through, I think you’ll agree that the hotel’s response, though unlikely to provide a direct bottom line win (this woman was not a celebrity or a VIP or someone who could directly bring the spotlight to the hotel’s operation), is hard to beat as a teambuilding exercise and a future internal legend destined to be told and retold. Which, in the end, made it the most strategic move possible.
In 2016, a letter came out of the blue, addressed to the concierge staff of the Taj Mahal Palace Hotel in Mumbai, from a woman in England who was “in need of assistance and didn’t know where else to turn.” The correspondent explained that she was born in Mumbai in late 1945 and baptized in 1946, one week after her father, who was in the British Royal Air Force, had been tragically killed in a plane crash. She didn’t know which church the baptism had taken place, but if the church could be located, she intended to bring her family for a visit to India that would include a visit to the church in question.
It took the concierge team months of legwork (there are literally hundreds of churches in Mumbai) before they were able to zero in on St. Thomas Cathedral, a 300-year-old landmark site of worship, as the likely location. Once this was determined, they visited the cathedral in person and assisted one of the priests in going through the voluminous old baptismal records page by page (St. Thomas is colossal, capable of holding 1200 congregants at a time) until they, miraculously, found hers.
After the concierge gave their new British friend the good news, she made arrangements to visit Mumbai with family and friends in tow, reserving space for all of them at the Taj hotel, naturally. After arriving at the hotel, meeting the staff who had worked on the project and briefly taking some time to settle in, the guest was driven to St. Thomas Cathedral where, over a cup of tea, she was able to leaf through the pages to see her name, as well as those of her brothers, also baptized there, on the frayed, yellowed pages of the church records. In one more heartwarming surprise, the cathedral’s vicar then joined the tea party to tell her that, “I knew your father!” In the course of the concierge team’s investigation, they had managed to zero in on specific priest who had done the baptism, and convinced him to be on hand to meet the little girl from 1945.
Keywords: Call Center in Mexico