Thursday, November 11, 2010
Customer service is a reward in itself
Some of you who know me know that I work a few hours a week at Kohl's.
I started working there for extra Christmas money in 2004 and now, six years later, I'm still there!
I was asked to stay on after that first Christmas season and found out I could qualify for health insurance benefits even working part-time with no minimum hours required.
Since my husband and I were paying somewhat north of $900 a month for health insurance as self-employed business owners at that time, it was a God-send not to mention a no-brainer.
When we moved to South Carolina, I was able to transfer to a nearby Kohl's in Pineville, NC.
One of the things I love about Kohl's is their dedication to the happiness of each and every customer. Even as a part-time POS associate, I am empowered to do what it takes to make the customer leave the store with a good feeling about their shopping experience at Kohl's. They are a "Yes, we can" company in word AND deed. And that applies to the way I am treated by the company, too!
When I had been there for 5 years, I was given an Amazon.com gift certificate. When I was named employee of the month, I was given an extra $25 in my paycheck. When I went on to be employee of the quarter, I was given a day's pay added to my paycheck.
And I'm only part time!
Last week I was given an iPod Touch. When I asked what I did to deserve it, I was told that I and another associate from Pineville had our names put into a drawing for the entire district and mine was chosen. I still didn't understand why we were nominated so I asked my store manager who said it was because of our great customer service skills.
That seemed so ironic to me since my great customer service skills have been learned from being an associate at Kohl's!
After working in the travel field for 39 years, this mindset of Kohl's is quite in contrast to that of the airlines. With them, THEY are always right, if you make a mistake it's your fault, there is never an easy solution to a problem and they have no responsibility to you,their customer. I could tell of many nightmarish situations I have encountered with the airlines over the years but the focus of this post is to show the positive effect of good cusotomer service.
The most interesting thing to me about my latest award has been how it has prompted me to give even better customer service. I would be embarassed to have someone know I won a customer service award when I'm treating them poorly!
This same customer service ethic has spilled over into my travel business, I'm sure. I have an entirely different outlook when someone comes to me with a problem they have encountered in their travel arrangements.
Thank you, Kohl's for what you have taught me!
I started working there for extra Christmas money in 2004 and now, six years later, I'm still there!
I was asked to stay on after that first Christmas season and found out I could qualify for health insurance benefits even working part-time with no minimum hours required.
Since my husband and I were paying somewhat north of $900 a month for health insurance as self-employed business owners at that time, it was a God-send not to mention a no-brainer.
When we moved to South Carolina, I was able to transfer to a nearby Kohl's in Pineville, NC.
One of the things I love about Kohl's is their dedication to the happiness of each and every customer. Even as a part-time POS associate, I am empowered to do what it takes to make the customer leave the store with a good feeling about their shopping experience at Kohl's. They are a "Yes, we can" company in word AND deed. And that applies to the way I am treated by the company, too!
When I had been there for 5 years, I was given an Amazon.com gift certificate. When I was named employee of the month, I was given an extra $25 in my paycheck. When I went on to be employee of the quarter, I was given a day's pay added to my paycheck.
And I'm only part time!
Last week I was given an iPod Touch. When I asked what I did to deserve it, I was told that I and another associate from Pineville had our names put into a drawing for the entire district and mine was chosen. I still didn't understand why we were nominated so I asked my store manager who said it was because of our great customer service skills.
That seemed so ironic to me since my great customer service skills have been learned from being an associate at Kohl's!
After working in the travel field for 39 years, this mindset of Kohl's is quite in contrast to that of the airlines. With them, THEY are always right, if you make a mistake it's your fault, there is never an easy solution to a problem and they have no responsibility to you,their customer. I could tell of many nightmarish situations I have encountered with the airlines over the years but the focus of this post is to show the positive effect of good cusotomer service.
The most interesting thing to me about my latest award has been how it has prompted me to give even better customer service. I would be embarassed to have someone know I won a customer service award when I'm treating them poorly!
This same customer service ethic has spilled over into my travel business, I'm sure. I have an entirely different outlook when someone comes to me with a problem they have encountered in their travel arrangements.
Thank you, Kohl's for what you have taught me!
Monday, November 01, 2010
client appreciation
Over the weekend I received this lovely note from a client about the services I recently arranged for him and his 5 travel companions:
"Linda, I wanted to give you a brief cheer on all the arrangements for the European part of our current trip. Every connection, every ticket, every reservation and the circumstances they promised worked just great for us. I might make some different decisions in the future about the kind and location of hotel, but it will be because of now informed taste rather than speculation. And Sandy has said that she will ask for airport meet and transport and individual guides whenever she travels abroad, now that you've taught her how valuable they are to maximize travel time.
We had a great time, and we're now enjoying a slow transport back and perhaps a few more days of it than we would like, since we spent so much energy in the ground portion.
I'll send you my travel notes when they're ready.
Thanks, good friend, for your professional care of us.--Mark"
Mark S. Auburn
Fairlawn, OH
"Linda, I wanted to give you a brief cheer on all the arrangements for the European part of our current trip. Every connection, every ticket, every reservation and the circumstances they promised worked just great for us. I might make some different decisions in the future about the kind and location of hotel, but it will be because of now informed taste rather than speculation. And Sandy has said that she will ask for airport meet and transport and individual guides whenever she travels abroad, now that you've taught her how valuable they are to maximize travel time.
We had a great time, and we're now enjoying a slow transport back and perhaps a few more days of it than we would like, since we spent so much energy in the ground portion.
I'll send you my travel notes when they're ready.
Thanks, good friend, for your professional care of us.--Mark"
Mark S. Auburn
Fairlawn, OH
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