Explore the power of good customer service through the story of a former call center worker's unique friendship with Melania Trump. Topics of discussion include nightmares, bullying, and loneliness. See how positive customer service experiences can create long-lasting relationships and influence future perceptions of a company.
The video is about a former call center worker who spoke with Melania Trump when she called to do online shopping. The worker became Melania's confidant, dream journal, and friend. They discussed topics such as nightmares, bullying, and loneliness. Eventually, their conversations dwindled and they never spoke again. The worker received a gift from Melania in the mail one day.
>>> I WAS WORKING AT A CALL CENTER IN PAKISTAN AT THE TIME,
DOING CUSTOMER SERVICE FOR GUCCI ON LINE ORDERS.
NIGHT MOSTLY ENTAILED GETTING YELLED AT BY AMERICANS OVER
MISSING PACKAGES, DAMAGED MERCHANDISE, OR WRONG ORDERS.
BILLING. BILLING ADDRESS.
BILLING. >> SOMETIMES THEY WOULD HAVE A
HARD TIME UNDERSTANDING ME BECAUSE OF MY ACCENT, WHICH
WOULD FILL THEM WITH THAT RED, WHITE, AND BLUE RAGE I HAD COME
TO FEAR. EVERY NOW AND THEN, THOUGH, A
CUSTOMER WOULD BE CALM AND EVEN FRIENDLY, AND SOMETIMES I WOULD
HEAR A LONGING IN THEIR VOICE, A LONGING THAT THEY HAD BEEN
TRYING TO SATISFY WITH COMPULSIVE ONLINE SHOPPING, BUT
ULTIMATELY JUST NEEDED TO BE HEARD.
THAT WAS THE CASE WITH THIS WOMAN.
I WILL ALWAYS REMEMBER THE FIRST TIME I EVER SPOKE TO HER.
FIRST AND LAST NAME, PLEASE. >> MELANIA TRUMP.
>> EXCUSE ME? >>> TRUMP, LIKE TOWERS IN THE
SKY. >> SHE ASKED ME A LITTLE BIT
ABOUT MYSELF. >> WHERE ARE YOU FROM?
>> AND VERY ABRUPTLY TOLD ME ABOUT HER NIGHTMARES.
SHE SAID SHE DREAMT OF A BLUE EYED PANTHER DRINKING AT A
RIVER, LOOKING UP AT HER, AND CALMLY SAYING --
>> BE CAREFUL WHAT YOU WISH FOR. >> OVER THE NEXT FEW MONTHS I
BECAME HER CONFIDANT, DREAM JOURNAL, AND
ONE TRUE FRIEND. MY SHIFT STARTED AT MIDNIGHT,
AND ON OCCASION I'D LISTEN TO HER TILL DAWN.
HAVE YOU TALKED TO HIM ABOUT THAT?
>> IT'S DIFFICULT TO TALK TO HIM ABOUT THINGS THAT ARE NOT SOLID,
YOU KNOW, THINGS THAT ARE ABSTRACT.
>> RIGHT. >> SHE ORDERED OVER $400,000
WORTH OF HANDBAGS, AND PURPOSELY PUT IN THE WRONG ADDRESS JUST SO
SHE COULD CALL AND CHAT. >> OH, DID I SAY RED HOUSE?
I MEANT WHITE HOUSE. >> SHE TOLD ME SHE WAS OFTEN
CRITICIZED FOR MOTT DOING ENOUGH TO PREVENT BULLYING.
>> IF DONALD IS BULLY, AND I AM MARRIED TO DONALD, AM I HELPING
BULLY? >> I RELATED TO HER CAUSE
BECAUSE I STRUGGLED WITH THAT PROBLEM MYSELF.
WE ARE BOTH STARING AT THE WORLD FROM THE OUTSIDE, AS IF THROUGH
A SHEET OF GLASS. >> IF YOU DON'T LIKE THIS JOB,
WHY DON'T YOU QUIT? >> BECAUSE THEN I WOULDN'T HAVE
ANY MONEY. >> YOU ARE VERY INTERESTING MAN.
>> SHE TOLD ME THAT SOME TIME AGO SHE FOUND A SPIDER IN A
BOUQUET. SHE GASPED, BUT WHEN THE MAID
ASKED HER IF EVERYTHING WAS OKAY, SHE ANSWERED YES.
MELANIA FEARED THAT THE MAID WOULD SQUASH THE SPIDER SO SHE
SPARED THE INSECT WITH HER SILENCE, AND EVEN KEPT IT SAFE
IN A BOX UNDER HER BED. >> WHEN I FIRST TALKED TO YOU, I
THOUGHT HE IS MY NEW SPIDER, BUT I WAS WRONG.
I AM YOUR SPIDER. >> OUR CONVERSATIONS DWINDLED
AFTER THAT. SHE PROBABLY GOT VERY BUSY BEING
THE FIRST LADY WITH AND ALL. AND I MOVED ON LIVING MY LIFE.
>> FOR THE ERROR THAT WE HAVE MADE.
AND WE -- >> BULLY.
BULLY. STOP THAT.
I'M MELANIA, THE WOMAN YOU TALKED TO ON THE PHONE.
>> YEAH. I KNOW.
>> I JUST WANT TO SAY THANK YOU. >> FOR WHAT?
>> FOR LISTENING. I SHOULD GO, BEFORE THEY FIND
OUT THIS I'M NOT A SLEEP. >> WE NEVER SPOKE AGAIN, BUT I
THINK OF HER OFTEN THANKS TO A LITTLE GIFT I RECEIVED IN THE
MAIL ONE DAY. ♪♪♪
Good customer service can have a lasting positive impact on a customer and their experience because it helps to build loyalty and a positive relationship between the customer and the company. In this light-hearted SNL video about customer service, it was shown how a positive customer service experience can turn a negative situation into a positive one and create a satisfied customer. The customer service representative was patient, helpful, and understanding. He went above and beyond to listen to the issue of the customer. The positive impact of good customer service can last even after the initial interaction and can influence the customer’s future actions and perception of the company.
To improve marketing, speak to customers in a friendly and relatable tone, use casual subject lines, and provide excellent support and easy navigation on your website.+
Customer service has evolved with multiple communication channels. LiveAgent offers software with automated ticket routing and robust analytics to improve satisfaction.
Good customer service is crucial for business success. It retains customers, boosts sales, and strengthens brand image. Invest in your customer service team, provide them with the right communication tools, and reward their efforts. They can also act as social media managers to engage with customers effectively.
Train teams in customer experience communication to improve sales and service. Good customer service requires responsiveness, competence, and consistency. Invest in customer loyalty for increased profit. SOPs and flowcharts can standardize customer service processes.
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