RSA mandatory, why not Customer Service?

When you begin to analyse, understand and, better still, practise the components of good customer service you gain insight to yourself. If it is at first a learned skill, it will eventually become a welcome change in attitude. Welcome, because you will be amply rewarded for it. Recently, the HR manager in one of the major venues we conduct public training stated she always recruits "attitude before skill" which leads me again to my opening question.

Put simply, the employee with (appropriate) "attitude" will thrive in a workplace of a like-minded employer. This creates an environment where the customer is well served, generating loyalty translating to more business, more job security.

Here is an example of what I am on about, so bear with me! In March this year I visited Washington DC. Exploring Georgetown (a must if you ever go there), my son and I discovered a bakery come cafe/restaurant called Le Pain Quotidien. Little did I know at the time, there are two stores in Sydney, Surry Hills and Leichhardt, not to mention many more in some of the major cities of the world.

I thought I had made a major discovery! The bread was sensational, the staff smiled, the venue was inviting with its long communal table and it looked onto a charming courtyard. We had breakfast there three out of the four mornings of our stay. Waiting for my son on the last day, I picked up "Cook + Book" and gleaned the story of Alain Coumont, the man behind the success Le Pain Quotidien, and his recipes. So what the extra weight in my travel bag, I could not resist purchasing a copy.

Savouring the moment till arriving home, I tore open the plastic wrapping around the book only to discover it was a French version. Disappointed!!!!!!! I decided to write to them via snail mail rather than an email, explaining what had happened. Was it viable to exchange it or perhaps purchase an English version?

Two weeks later, Tami, from the New York office, emailed me with the politest apology for the inconvenience, inviting me to give the book in my possession to a French speaking friend as she had posted an English version to me. Days later the book arrived with a formal letter with more well wishes.

Now that is customer service, rivalling their bread! To be generous and personal in this example, considering the scale of the commercial concept, is a staggering achievement and how could anyone be surprised at their success?

If you are interested in more of the story visit www.painquotidien.com or the stores in Surry Hills (414 Bourke Street) and Leichhardt (54 Norton Street).