In my 2011 post titled The Missing App – The Personal Touch, I questioned whether society had lost its personal touch. However, I still believe there are exceptions to the norm. Amtrak employee, Kevin Marshall is one of those people who practices the value of the personal touch.
Recently Mom and I went to Washington D.C. We decided to take Amtrak versus experiencing the parking lot on I-495 (the Capital Beltway) and taking out a loan to pay for hotel parking in DuPont Circle. On the way back to Philadelphia, when I went up to the counter to purchase our tickets, Kevin Marshall the ticket counter customer service specialist, after viewing my Mom’s ID (age 97), said wait a minute. Unsolicited, he put on a jacket, stepped out from behind the counter, got a wheel chair and wheeled my Mom onto our train directly to her seat. Over the top – the personal touch!
When was the last time you experienced an over the top customer service experience?