A steaming cup of coffee served with a pleasant smile is all it takes to up your ante at work. You may have piles of work to finish, a meeting to attend, a conference call to make, but whatever it is, your day at work doesn’t start unless there is coffee at the table. Well, a day at our Chennai office doesn’t start without Chinna Samy (Chinna – the office attendant) around.
The coffee may be strong or light or just plain with a pinch of coffee flavour and lots of sugar. Whatever be the taste of coffee, a little delay in Chinna’s arrival sends everyone in panic mode. So is it just the coffee that he serves that begins your day? Not at all. He approaches with a “your coffee ma’am” greeting accompanied by his unassuming smile and jovial tone. And that makes all the difference.
Quite frankly, this is what customer experience (CX) is all about.
Having worked in the CX industry for over a decade, I couldn’t help but compare Chinna to the waiters in the restaurants that we often go. Let’s take one of the sprawling posh hotels famous for their piping-hot beverages.
You order a cup of coffee and you wait while chatting with your friends. Interrupting your discussion is ‘tak’ sound (sound of tumbler placed on the table) and a stern-faced waiter staring, like you owe him something beyond the bill. Looking at his sober face, the nice aroma of the coffee disappears into thin air. Your conversation stops and you leave the table.
Ask yourself, at this point, will you go there the next time? Maybe, because of the taste of coffee but never for the experience! And in the end, isn’t that what truly matters?
Similarly, customer experience is neither rocket science nor a herculean task that requires hours of strategic introspection. Maybe, all it requires is just training your front-line staff to be more pleasant!
Sheela Narasimhan works in the Marketing team at Servion. The views mentioned are purely hers.
Publish Date: April 26, 2016 5:00 AM
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