Personal Touch（2004/06/18） -- 舒展超之大玩派

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Subject: Personal Touch（2004/06/18）

Author:
舒展超

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Date Posted: 02:07:21 06/18/04 Fri

近年的服務行業，愈來愈講求所謂 Personal Touch──對客戶要有個人關懷，就像對待朋友一般。最近遇到兩個例子，令我十分印象深刻。
話說我剛過了生日，都三十來歲的人了，當然不會搞麥當勞生日會般大事慶祝，只拿了一天假期，打算一個人靜靜地休息、淡淡地過。
可當日，自信箱收到一封生日卡，打開來看，既不是來自親友，也不是來自保險經紀；卻居然是來自我的流動電話服務商！
卡印得頗精美，上款赫然是我的名字，人手寫上的；下款雖不是親筆簽名，但發信人卻是該公司的總裁！單看完此卡，已覺心頭一凜，有點深受重視的感覺。然後再發現卡內附有一張禮物券，可以換取某名店的生日蛋糕一款（約值二百二十元）或紅酒一瓶（約值三百一十五元）。
我粗略一算，我每個月支付的手電費用約三百元，一年下來才不過三千六，絕非甚麼尊貴客戶；使乜對我咁好呀？
晚上，收到一個電話祝我生日快樂，是來自銀行的個人客戶服務主任。與她素未謀面，但聊得像老朋友似的。這些，就是所謂 Personal Touch。

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