King Customer Service is

words by john vickery

There was a time when good old personal customer service was not only the norm, but expected. Times have changed and people are busy, and our age of digital mediums hitting us at a frenetic rate has diluted the common values that connect us all together, the personal touch.

COVERED. discovered one small business owner with these values instilled from his childhood. Excelling in his brand labelled shop with his secret weapon - plain and simple - great customer service, he exceeds expectations through caring about his customers’ product journey from initial purchase through the lifecycle of the device.

I sat down with George from Vodafone Warringah Mall to talk about what he does differently when it comes to his service.

John: George, tell me about your old school customer service?

George: Well John, I have always instilled in my team the lessons I learned growing up. Be present with the person in front of you, listen to what they want and need, and deliver the most help you can give them.

J: Okay so if, like me you’re a bit of a technophobe...

G: It’s like this John, most people are blown away by what these phones can do these days, how to work them and most importantly how to secure the data they have stored in them.

J: Such as?

G: A phone is not a phone anymore, it’s a way of life. People have precious memories, important contacts, work files, banking information, health information, pretty much a life of important documents stored in these devices.

J: Okay yes, you’re right, what do we do about that?

G: Well first and foremost, what my team does is educate. You don’t come into my store just to buy a phone. What you get is your personal phone expert who will help you out with whatever you need. If that’s data recovery or setting up your phone to store information correctly, save photos, whatever it is, we are here to help. We run Seniors Seminars’ on the basics of how to use these devices to help with everyday life. Just pop in-store and ask.

J: How long have you been at the mall?

G: Over five years now with pretty much the same team. If you need a hand we will be here in six months or two years when you need to upgrade, we will still be helping every step of the way.

J: George, Vodafone is a big brand, but you own this shop. How does that work within the network of stores?

G: My network extends across eight stores: Warriewood, Warringah Mall, Penrith, Narrellan, Eastgardens,

Warrawong, Campbelltown and Mount Druitt. What this means you can go into any of these stores and say, “Hey, I bought my phone from Warringah Mall...” and you will get the same amount of care and customer service as you do at the Mall.

J: As for price? Everyone wants the best deal?

G: As most people are aware, all the big guys control the market. They set the price. What we do is excel in customer service, and provide you with a fully set up product. If you come and see my team, you walk out with a phone, a case, a screen saver and all the help you need for the price of the phone package with no extras charged.

J: Sounds amazing George, I can’t wait to come and switch over, and have that personal touch. •

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