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InspireME: Magic Happens When We Walk In Our Customer’s Shoes
Customers can be difficult, annoying and challenging at times. A great customer service professional measures every problem as an opportunity and a potential for the future. Mohammed Mahjoob brings us a great lesson for going the extra mile and how this translated into a relationship that’s worth its weight in gold.
Heres Mohammed Mahjoob:
It was 2005 and I was 1 year into my role as a sales advisor. We had a customer who had a poor experience with a service centre and was constantly following up as he needed his handset back urgently. I tried to help him and get his repaired phone back to him. To avoid him coming in to collect as I sensed he was a busy man, I delivered the phone to his office as an additional service to ensure he was satisfied and to make up for the delay. He was very happy, as we had turned around an unhappy customer into a satisfied one. We got talking and he really appreciated the extra effort that we had made for him.
From that point onwards — he became my customer and whenever he, a family member or a friend of his needed a phone, he would only call me — even when he just had questions or sought clarification on the latest device, he would call me and we would talk about it. Even…
