Good on you! In my experience most of the feedback from customers/clients is of the negative variety. Unfortunately, people are all too willing to winge and complain. Not many actually bother to give positive feedback as they think good service is their right and part of what they have paid their dollars for. In essence, they are right, but as we can all attest to, loyalty is built by maintaining or hopefully exceeding our expectations as customers.
Induction and refresher prorammes for employees should include a sizable comoponent of customer service - and signature checking. Personally, I have committed many cardinal sins. There was the time when inputting accommodation charges for a good customer - instead of a $400 charge I added an extra zero and charged him $4000 for 2 nights accommodation. Yes, he signed the slip and no I didn't check the signature as I knew him so well. Not sure how big his credit limit must be as he didn't pick up the mistake for a good six months or so. I of course, blamed my husband, as he was the one in charge of eftpos reconciliations at the end of the day. That's when good customer service comes in handy as we all had a good laugh about what the possible extra charges might have been for!
