Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago.
Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.
We know that the answer is often somewhere in between, but the fun of this section is that you have to pick just one!
Paper < Plastic
Personalization < Privacy
In-Store Shopping < Online Shopping
Transactional > Relational
Mac < PC
Customer Service > Customer Experience
Captain Kirk > Dr. Spock
Talk > Text
Dog < Cat
Movie Theater < In-Home Rental
What was your first job and what did you learn about customer service in it?
My first job was as a lifeguard at a swim club in my home town. I learned that not everyone will be happy, and you can’t make everyone happy. I found it helpful to always be upfront but courteous when sharing information with a customer. People are infinitely more understanding and pleasant when you’re positive — a smile goes a long way.
Tell us how one outside influence impacted your customer service or customer experience thinking. (For ex. book, movie, sporting event, relationship, travel)
Recently, I was flying back to Chicago from New York on JetBlue. I had my favorite cut of meat from my old butcher shop that I worked at in New York all packed up to bring home for a special dinner. I asked, nicely, if there was any chance I could put it in any form of cold storage. My flight attendant was gracious but said unfortunately she could not. I left it at that and wrapped the bag with the ice pack tighter. She returned a few minutes later with no grand explanation or scene and slipped me two bags full of ice.
I really appreciated the effort that she made without need to be recognized or draw attention to what she was doing. It is truly the little things that make all the difference.
In your own personal experience, has customer service gotten better or worse in the past five years?
I think it has gotten more transparent — which I view as better. My first retail job was with Sur La Table, and it makes me happy that I am empowered to make people happy. Yes, my job description is mainly about cooking classes, but at the end of the day, it is all about the people and their experience. We can always be honest with a customer and do whatever it takes to ensure they are satisfied with all aspects of their experience with us.
> I consider it a bad customer experience when I am placed on hold for more than 3 minutes.
> In five years, the most important social media channel for customer service will be Twitter.
> The best book I read in the last twelve months was Good Fish by Paul Greenberg.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.