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Storytelling in Customer Service

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I picked customer service reading (How Ritz-Carlton Maintains its Mystique http://www.businessweek.com/smallbiz/content/feb2007/sb20070213_171606.htm?chan=smallbiz_smallbiz+index+page_today)  since I actually work in customer service for some large, terrible chain that shall not be named and wondered how storytelling would be used in this setting.

The storytelling is used to inspire its staff to go above and beyond to serve guests at the Ritz-Carlton with tales of outstanding service from somewhere around the world.  These are called “wow stories” and one is told every morning in every Ritz-Carlton, each Ritz getting the same story as the rest that day.

Storytelling is used as a tool to reinforce service values and it’s extremely effective since stories make an emotional attachment to the trainees.

After reading this, I tried to imagine my boss, every morning, presenting us with “wow stories.”  Would that affect my demeanor towards customers?  Would I hate my job less?

After a couple hours of working, I tend to just view my customers solely as customers and while I mostly help them with a smile on my face, I’m not necessarily viewing them as people that I would go out of my way for.  I think the storytelling brings life and substance into the customers that would make employees want to help them more and go beyond what we’re required to do.

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