One "Thanks" changed it all..!!!

Start of my career, as a customer service agent the FIRST call that I took was a disaster, the customer wanted to buy a Fabergé egg and the only thing I could understand was that she is looking for a “FABULOUS EGG”. She disconnected the call disappointed, I believe I spoiled her Christmas. 

That was not the end, the next call was for a nativity set and to my horror there were seven of them with different descriptions. After struggling for few minutes, I could finally find her account on my screen and confirm that the product was out for delivery and she would get it before Christmas. Before I could finish my regular closing script, I could hear her crying and I was sweating to death with fear that I have done something gravely wrong, although to my surprise she was thanking me repeatedly as it was a gift for her husband’s 80th birthday. She advised that "I" have helped keep her promise to her loved ones

After all these years, I sit and smile at those nervous moments and think – How did I manage to get through those days as I was not the brightest among my colleagues.

Then I realized, if not for that “THANKS” which came with such warmth that moved something in me. I felt as if I had a deep impact on one’s life, even being 6000 miles away for only giving a simple piece of information.

After that it was a continuous craving throughout my career to hear the next overjoyed customer that helped me keep going...!!!

In my last 16 years of experience, I have led many teams and managed people with diversity and I have realized, irrespective of how many training you impart or theories you teach, everyone needs to experience that one “THANKS” to change something in them.

Till you don't experience that, it is very difficult to drive the service orientation and once experienced, you do it as your natural behavior in all facets of your life.

I would be glad to hear your views and comments