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  Service Stars

A library clerk who knew what to do when technology failed

Satisfactory customer service is seldom memorable. What is unforgetable is poor service and service that goes the extra mile. Sometimes it only takes a small gesture to change a routine customer service experience into one that we will recall months later and tell others about and that will cause us to become repeat customers. Those who do those little extras are truly Service Stars.

I had given my name and said that I was calling to renew a book borrowed from the Fort McMurray Public Library, when the clerk asked if she could put me on hold for a moment. I agreed, but soon realized that due to a technology glitch I had been cut off. No problem. I would wait for a few minutes until the clerk had dealt with the other patron and then call back.

I did not get a chance to call back. Within two minutes, my phone rang. It was the library clerk. She apologized for cutting me off, advised me that the book had been renewed and gave me the new due date.

Rather that waiting for me to call back, as most service providers would have done, the clerk took the initiative to find my number and call me. This was a small act that demonstrated customer service excellence.


Nelson Scott offers several Customer Service Presentations, including Customer Service MAGIC: Changing Complainers into Loyal Customers; What Your Mother Taught You About Customer Service and other Training Resources developed by Service Quality Institute and the Vital Learning Corporation.


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A professional trainer, speaker, and consultant since 1995, Nelson Scott works with organizations that are committed to making the right hiring decisions, developing and retaining productive staff, and strengthening relationships with customers.  Learn more by visiting or e-mailing


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