"The key to building lasting customer relationships is to create superior customer value and satisfaction. Satisfied customers are more likely to be loyal customers and to give the company a larger share of their business."
(Marketing Creating and Capturing Customer Value - Page 19)
While there is not a time that stands out in my mind, as one where the service was above and beyond the call of duty or absolutely outstanding, I can represent the other side of the coin. I worked as a customer service associate for a company at the airport for a year. It was a tiny news and gifts store located in one of the terminals. The customers that came through my store varied from young to older, men, women and children of all races and ethnicities. I treated them as how I would have liked to be treated; with respect, a smile and a friendly approachable attitude, someone that could help me find what I was looking for and get me in and out in a timely manner. While there were many times that the customers attitudes were not always pleasant, part of my job was to make sure they left happy and satisfied that they chose my store to shop in and that ultimately they would return to my store upon another visit. Sometimes customers think yelling and screaming at the sales associate will make them do their jobs faster, it actually only causes more stress and frustration for all parties involved. While many times I almost lost my composure, I kept a smile on my face because this is a business and ultimately a loss of profits if I did, not to mention my job. At the end of the day there was only one goal; to make sure the customers had a great experience so that they would return time and time again.
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