okay so the topic today is customer service now if you're wondering where I
am I'm actually just overlooking the Chao
Phraya River in Bangkok and the example I'm going to talk about about customer
service is coming from Bangkok can be right up
okay so this is not an example of customer service from a supply chain per
se but I think it's a great example of outstanding customer service so let me
just tell you a little story that happened to me last week and what I'd
like to you to think about as I'm going through this story is to think about
your own customer service and how you could rigid your service to really meet
and exceed your customers expectations so let me take you back a week or so I
was here with my wife pat sitting in the back of the taxi the time 4:25
in the afternoon and we were coming back from a shopping trip sitting at the back
of the taxi happened to remark to Pat oh you know what we should do we should
actually drop into our local hospital here in Bangkok because I've got some
great cream there last time for some irritation I would get on my hands and
this was at 4:25 so she jumped on to the internet how to look at the hospital
website and she said I'll the dermatologist he's on duty until five
o'clock so she then rang the hospital and said is the particular doctor
available yes he said so five o'clock as she basically then said some I'm coming
over with my husband and his name would you be able to pull his file so the
doctors got it when we get there in about 10 minutes
so we woke up at the hospital went out at about 4:30 5:00 and you've wonder
into the entrance in the hospital and like you have never seen so many staff
at hospital there's admin staff everywhere
attendings patients and checking them in we've wonder up to the registration
desk and say look just one make sure that our files been pulled in it's been
sent upstairs to the dermatologist yeah it's already been sent up there he's
waiting for you on level 5 so then we get up to level 5 into the dermatology
section and sure enough the father is sitting there
on the reception desk there's a nurse there who just does some preliminary
checks every time you go in this hospital they check your blood pressure
and your weight and height and that kind of stuff so she does all that and she
says follow me come around the corner and there are three or four consulting
rooms for the dermatologists so take a seat
two minutes later was shown in to see the dermatologist it's at about 4:45 now
so this is 20 minutes after we made the first call and he flicks through the
file he saw me last time I was here you have no problem I can prescribe some
more of that cream for you and we're out the door that's 4:55 with a
prescription and we're at the outpatient pharmacy on the same level and the
prescription is issued out straight away and we are leaving the hospital up front
or into a taxi at 5 o'clock so I just think about that for a moment in terms
of outstanding customer service it was 4:25 when we made the call and we
actually go to the hospital the father had been prepared we saw a specialist no
need to see you know a general practitioner first with a straight
incident specialist treated by the specialist paid for the consultation
picked up the prescription and we're out the door 35
minutes from first phone call I mean it I just thought that was outstanding
customer service if you're worried about the cost or you're wondering what the
cost was it was 1200 baht in Australian dollars about $40.00 you know the local
people here that's probably quite expensive but I was just amazed and I
never cease to be amazed at the service from this hospital that we go to in
Bangkok so think about your customer service think about your supply chain
and how could you make your service really awesome so that people would talk
about it like I am now what a what are your customers really value and what
sort of things can you deliver to them is it fast services at reliable service
other some value ads that you could be doing okay well you know the school by
now if you have any questions about this topic to comment below if you want to
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Wednesday and we talk about all kinds of topics and supply chain so I'll see you
next week