Thirty years ago, few
people had access to telephone lines, as access was so difficult that telephone
lines were inherited! The internet had just been invented and we didn't
even imagine its potential.
Today, ease of
communication has changed the way we work.
In our company, 99% of
customer contacts are made by phone or email and their face-to-face visits to
our office are rare.
Practicality and
convenience are indisputable, some customers are out of state or country and
phone or email service certainly saves "travel time" when you're on
the other side of town.
Thus, our customers
rarely go to our office, except when they need to leave or withdraw a document.
You can imagine, then,
how unusual the situation was.
The receptionist calls
the concierge, a customer is awaiting service. But we don't have any
customers scheduled to collect or withdraw documents! The customer goes up
and explains.
He needs an urgent legal translation, because he will travel at the end of the
day, and then face-to-face contact makes
all the difference.
We understand the difficult situation of the client, we had empathy, we
talked to the translator and the reviewer. Luckily, the document was not
so large and it was possible to do the work within 2 hours requested by the
customer
