...beyond customer service

Most of us have had wonderful experiences that have shaped our lives. My experience is when I started working away from my family, away from home and away from the comfortable life I had. I was not at ease when I first came in Singapore to work at Dairy Farm because of a different culture I’ll be entering in and I was honestly afraid of it; but needing an interaction between customers and I, I have no choice but to face those fears and not to be kept inside. 

Dealing with my customers was a choice, a need in order for my store to sell; it’s a standard. Eventually, when I came to the point that i have my daily conversations with the aunties, uncles, didi’s and meimei’s, exchanging stories and sharing things about their life, their families as well, was not a need but an understanding their cultures - a unique way of experience. I either experience a lovely interaction and disappointments but then, i have seen that they have become my source of inspiration for my family I left behind - iI see my family in them. Customer service was an experience and those memories, good or bad, stays with me.

I always look forward to do my morning shifts, since I will be having a pep talk with Auntie Eng, Auntie Kok, Uncle Ching, Uncle Mike and Ms. Julie. Yes, they would sometimes go to Fairprice to shop but they would always dropped by the store to see “Anne”. Whenever i cannot see them in a day, I would wonder why they haven’t come in? I strongly believe that part of providing outstanding customer service involves providing a total experience. It is all the more important in this day and age when we are hyper-connected electrically but lacking in human connections. Our customers are also seeking out that personal interaction and want to be treated like an individual and not a transaction. I believe it is worthwhile to stop and consider every aspect of what our customer experiences from the time they enter our place of business to the time they walk out our door. 

My service was also extended to my team, my colleagues. I made it a point that i would gain the two of the most important things in life - trust and respect. I believe that when I showed them how I treated our customers they will be empowered as well ad believe in the importance of delivering this exceptional experience, one that exceeds our customers’ expectations. 

I would challenge all of us to consider the overall experience from the customer's perspective, regardless of customs and beliefs. What do they experience from the moment they drive up to the time they walk out your door? There is no way to truly replace one-on-one interaction and experience.

When you aspire to over deliver and exceed your customers' expectations, your customers will remember the overall experience of doing business with you. Your business will reap the benefits and you'll see the results.

A service is not only consumed in point-of-sale, but also must be in the heart of each customer.