Customer service is essential for building relationships, solving problems, and retaining customers. It involves active listening or reading, courtesy, speed, and competence to meet needs.
This definition, although academically accepted, is far from being practiced by our companies here in Brazil. Except, of course, for a few honorable exceptions.
If you have ever tried to resolve a problem with your electricity provider, city hall, internet service provider, cell phone company, car subscription service, and so many others, you know what I'm talking about.
A real-life case that delighted and retained the customer. A large manufacturing industry was hit by a huge flood. On behalf of the client, I spoke with the power trader requesting that they only bill for what was consumed (and not the minimum established in the contract) since they would be idle (without production and billing) for 3 weeks to clean all the equipment and the entire property.
An upper manager of the power trading company called me back the same day, informing that we didn't need to worry. They would bill for the consumption!
This attitude, very special and uncommon, was spectacular. The client avoided a loss on electricity (which would have added to the loss of revenue). And the trading company was then always favored with new power contracts. I see this situation as an opportunity.
To those companies that want to "turn around," I am available to ensure that their services are - truly - a differentiator.