Little things mean so much

Here is a simple, but clear example of initiative being exercised by a customer-serving employee that created delight in the client. Take the time to read it.

It takes the form of an Instant Messaging exchange with an internet service provider technical help desk that shows how, even using technology, exemplary service can still shine through!

Chat Content:

Cid: [1:53:11 AM] Welcome to our real-time support chat. It is my intention to provide you with excellent Service and Quality. Please be patient as I take several chats at one time.

How can I help you today?

Client: [1:53:11 AM] I have been building a new website all this week and have tried logging in to the WordPress control panel only to get the following: Fatal error: “Allowed memory size of 33554432 bytes exhausted (tried to allocate 30720 bytes) in /home5/public_html/wp-admin/includes/theme.php on line 192” Please can you help?

Cid: [1:54:29 AM] You may install a default php.ini file on your server share through the PHP Config icon on cPanel. Then, you may use File Manager on cPanel to browse for and rename the file [php.ini.default] to [php.ini]. You may also want to turn on FastCGI, inside of PHP Config, which will force that php.ini inside of /public_html to load as default for all subfolders. The php.ini file can be modified in several ways to accommodate the needs of your scripts. For instance: 1. You may need to have the following line altered as shown: register_globals = On 2. Maybe you need to remove the comment symbol (semi-colon) from: session.save_path = /tmp 3. Perhaps you need to increase your PHP memory, which can be done by altering other lines as shown: max_execution_time = 300 max_input_time = 600memory_limit = 50M post_max_size = 50M file_uploads = On upload_max_filesize = 50M

Client: [1:55:42 AM] “Oh that all looks rather complicated. Can you do this for me at that end?”

Cid: [1:58:04 AM] That is not something we offer support for.

7 seconds later and clearly an immediate afterthought …

[1:58:11 AM] But I change it for you. 🙂

9 seconds later …

[1:58:20 AM] Anything else I can help you with?

Client: [1:58:43 AM] “No. That’s really cool. What do I do now?”

Cid: [1:59:27 AM] You don’t need to make any changes…. I have already make them.

Ckient: [2:00:40 AM] “Thank you so much Cid. Fabulous service!! You are wonderful. Have a nice day (night I guess where you are!)”

Cid: [2:00:50 AM] Please take 3 seconds to participate on our Survey after this chat closes. The Survey question is to rate “my” quality of service to you during this chat, and is not a rating of the company’s service. If you rate me a 9, that is the best, and a rating of 1 is the worst, if for any reason you are thinking on rating 5 or less, please don’t close the chat and let me know to make sure I do for you all within my limits to help you. It was great working with you. It has been my intention to provide you excellent service and quality. Thank you.

GUESS HOW LONG IT TOOK TO RATE THIS? AND WHAT SCORE CID RECEIVED?

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