More than 5 years ago I purchased a game show program for classroom sessions from Learningware. I love their products and great service! Here's what all the fuss is about: Last month I was on my way to Boston for a Chamber board retreat and I was going to use one of the Learningware game show programs as a review activity. For some unknown (at the time) reason one of the features needed to make the cordless, handheld buzzers work was not available for selection. I searched the support section of their web site and couldn't find a solution. This was the night before my flight out early the next day, so I called Learningware and left an urgent message.

Corrie from Learningware called the next morning as I was going through security at the airport, so I had to call her back. When I did, she was busy with another client. By the time she called again, I was in the ladies room. When I called back she was again on another line. When she called a third time I was speaking with a client, so she left another message. On the fourth try we finally connected and she was able to give me the guidance I needed with assurance that she would be available once I got to Boston to try her fix (which, by the way, did work).

In the above example, Corrie made me feel that my problem was her problem. She was obviously very busy, but did not give me the impression that my situation was an inconvenience to her. Instead, once we made initial contact while I was going through security at the airport, I felt more relaxed. That short contact gave me confidence that I would get a solution and would not have to go to my less desirable "Plan B" for the retreat. And, she even emailed written documentation to help ensure success with her suggested fix. When it comes to getting software support, this was definitely one of my best experiences yet! What Corrie did was simple, but important. Here's what we can learn:

Click this link to learn more about the book, Customer at the Crossroads. It is a simple story with a powerful message. It offers a humorous and entertaining way to reinforce key customer service values.