Magazine article Talent Development

True Tales from the Workplace: Customer Service Is Dead, Long Live Customer Service. (Working)

Magazine article Talent Development

True Tales from the Workplace: Customer Service Is Dead, Long Live Customer Service. (Working)

Article excerpt

I know this tale is true because I was there. It happened to me.

I was on a business trip to Orlando--home of Walt Disney World and its famed customer service, ironically as you'll find out--and checking into my accommodations at a well-known hotel suite chain called...let's call it A***S****s.

The front desk clerk was a young woman with her shirttail sticking out of her pants and a disinterested look. She dutifully registered me, handed me my room key card, forced a half-hearted smile onto her face, and said, "This is me pretending to smile."

OK, so maybe she was having a bad day, she was unduly tired, her boyfriend just broke up with her...any number of reasons that put her in a funk. But, I submit, as a customer I am not an approved or suitable object upon which to visit her funkatude. So, I took the card and said, "And this is me pretending to say thank you." She was so disengaged that she registered no reaction to my outstanding retort. …

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