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Astonishing tales of customer service

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Once in a while, you’re given the opportunity to deliver an astonishing, over-the-top customer service experience. These opportunities don’t happen every day, but when they do, they can really get people talking. They become the stuff of customer-service legend, passed on from employee to employee—and hopefully customer to customer. Here is one of those above-and-beyond stories.

Cesar Larios, a student at the Art Institute of Florida, was working part-time for College HUNKS Moving and Hauling. Cesar was working at an assisted-living facility and was in an elevator with an elderly woman, when the elevator got stuck. The woman told Caesar she could not stand for extended periods. So rather than allow the frail woman to sit on the floor, Cesar got on his hands and knees and invited her to sit on his back until the elevator was fixed, some thirty minutes later. Cesar’s dedication to service is most definitely the stuff of legend.

Every company needs a legendary story. It may not go viral, as this one did, but it should be a memorable example of exceptional service—something for your employees to aspire to. If your company lacks legendary customer service, it’s high time you took a lesson from Cesar and started thinking about how you can help your customers in their time of need.

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Shep Hyken is a professional speaker and best-selling author. For more information on Shep’s speaking presentations, call 314-692-2200, email [email protected] or go to


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