A few years ago, while studying customer service at a high-end hotel in Paris, we decided to take a break on the terrace of a luxurious palace in the heart of the city. My colleague, who had the habit of smoking, requested a seat on the terrace overlooking one of Paris’s most famous streets leading to the Place de l’Etoile.
We were captivated by our surroundings and felt welcomed, important, and valued, just like all guests in such prestigious places. We were guided to a lovely table in the shade of the hotel terrace, and an ashtray was promptly provided for my colleague.
As expected, after a few minutes and a pause in our conversation, a friendly waiter approached to take our order. If memory serves me right, we ordered an espresso and a cappuccino.
A short while later, our drinks were brought to us, but there was a small oversight—no sugar or cream was placed on the table. In most cases, the waiter would have either interrupted us to bring the missing items or, worse, not noticed the mistake at all, requiring us to call out for sugar and cream.
However, this is where the story takes a turn. Realizing his mistake, the waiter discreetly fetched the sugar and cream and waited at a respectful distance to avoid intruding. My colleague, who also had the habit of taking sugar with his coffee, barely had time to look for the sugar before the waiter was by his side, offering the sugar and cream.
This small mistake was transformed into a memorable experience that we still recall with a smile years later.
By employing essential soft skills such as problem-solving (identifying a solution to the issue at hand), critical thinking (analyzing the situation), and emotional intelligence (influencing emotions positively), it is possible to turn a potentially negative situation into a memorable one. In other words, with the right skillset and a customer-centric approach, great customer service can be easily achieved
Quality Quest 
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