The Customer Service Sisters
A Shared Passion for Delivering Sensational Service…
Sisters Shelley and Kate Thomson had a somewhat typical introduction to customer service during their later high school years. Both secured holiday jobs at their local newsagency which blossomed into ongoing part-time employment to complement their university studies.
The newsagency proved a solid training ground and ignited a passion for great service delivery that still simmers to this day. Fundamental to this passion was an employer who pushed both girls to understand the power of prioritising customer service and of always making customers feel welcome.
Despite career paths taking them in different directions, the topic of customer service has remained a constant for the sisters. Catch-up conversations and family dinners are often dominated by discussions of poor service experiences and a frustration for businesses that ‘should’ and ‘could’ be serving up a better customer experience – if only someone would teach them how.
Shelley was the first to steer her career towards a service solution, gaining invaluable insight and experience by running her own gourmet food store and building a reputation for standout service and enviable customer loyalty. When a tragic accident saw her beautiful store burn to the ground, Shelley saw an opportunity to turn her interest in customer service into an exciting new career.
She set about learning all she could about what customers really want, and why they buy from certain businesses but not others. She also threw herself into gaining the official qualifications she would need to enable her to teach others – and to share her key message that ‘great service is great for business’.
The Customer Service Revolution Emerges…
As discussions between the sisters continued, Kate too came to realise a potential opportunity ahead – a chance to combine Shelley’s customer service expertise with Kate’s writing and film production skills, to create powerful, entertaining and informative online content to inspire both customers and the customer service community.
The early research stage revealed a far-reaching frustration and despair amongst customers who felt they were being forced to ‘settle’ for sub-standard service. The true scope of the problem spurred the girls to take serious action towards raising the current standard of service on offer to customers, and in the process help businesses to understand that ‘great service is also great for business’.
The sisters quickly realised that a shake-up on this scale would require help and commitment from the whole community. Delivering sensational service to customers would require a….Customer Service Revolution!