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

Navarun B.

talent management | human experience design | story exploration

6 年

Very well written my friend... Ha ha. can't forget the "Fabergé & the Nativity eggs"... they were there at the start of my Corp story too.

回复
Rahul Durba Mohanty

Navigation officer | Hafnia Tankers | NEBOSH IGC I Lean Six Sigma

6 年

Dada, thanks for showing the path of hard work. From the Maachis moment till date, u have always been inspiring in every way.

回复
saket kumar

Senior Associate at EY | Ex Tech Mahindra

6 年

Good one ! Looking forward for more write up .

回复
Meenu Verma

F&A Practitioner/Consultant/Transformation

6 年

Absolutely the gratitude of THANKS is priceless if comes genuinely from the heart!!

回复

要查看或添加评论,请登录

Anirudhe Ghosh的更多文章

  • Loss, Love, Learn and Lead

    Loss, Love, Learn and Lead

    I have been procrastinating to write this piece together. There are so many thoughts that I don't know how to curate…

    13 条评论
  • In Pursuit Of Excellence.....

    In Pursuit Of Excellence.....

    Alfred Nobel signed his last will in Paris on 27 November 1895. He specified that the bulk of his fortune should be…

  • From Heroes to Super-Heroes

    From Heroes to Super-Heroes

    Over a cup of coffee when I expressed my intent to write the next issue of my newsletter on the Olympics, an opinion…

  • Uhuru - My Long Walk to Freedom..!!

    Uhuru - My Long Walk to Freedom..!!

    Huffing and puffing, Huffing, and puffing, Huffing, and puffing, Huffing, and puffing….! [Stanley] – Ani, Poley –…

    15 条评论
  • Tale of Two Strangers...!!

    Tale of Two Strangers...!!

    This edition is a short story about how strangers come to know each other during adversities of life… and become…

    2 条评论
  • HR gone to the Bots..!!!

    HR gone to the Bots..!!!

    Now that's a provocative statement..

    3 条评论
  • Your Network is Your Net-Worth...!!!

    Your Network is Your Net-Worth...!!!

    Networking is a powerful catalyst for professional success, fostering a dynamic ecosystem where relationships become…

    1 条评论
  • Wamth Of Your Smile.. Is the Light Of Our Life..!!

    Wamth Of Your Smile.. Is the Light Of Our Life..!!

    As I sit in this solitude, gazing at the vast banks of the Ganges, I hear temple bells ringing in my ears with joyous…

    13 条评论
  • My five life changing events..!!

    My five life changing events..!!

    There are many moments in your life that you consider as a inconsequential..

    5 条评论
  • Banter to Bullying - Blue On Blue

    Banter to Bullying - Blue On Blue

    Jocko Willink, former Navy SEAL platoon commander still appears disturbed as he recounts the horrors of war. If you…

    7 条评论

社区洞察

其他会员也浏览了