Engineering the Customer Experience
Impeccable Interviewing Question:
Our goal is that each and every client feels “completely taken care of.” Tell me, what do you think that might look like?
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel.” -Danny Meyer, Setting the Table
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Customer Service = Reward:
“I slept and dreamt that life was joy. I awoke and saw that life was service. I acted and behold, service was joy.” -Rabindranath Tagore
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Customer Service Culture:
Share your “Home Run” client success stories with your team and ask them to share theirs. Do this often.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Empowerment:
Empower your front-line employees (and maybe even give them a budget) to solve problems and avoid escalation.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Active listening means being fully-engaged with the client and listening for answers within the answers. You can tell when someone is ‘half listening,’ and so can your clients.” -from the book: Upside-Down Selling by Ian Altman
By the way, when you purchase this book, 50% of the proceeds go to NFTE (The Non-Profit Network for Teaching Entrepreneurship).
Impeccable First Impressions:
If your company phones and/or headsets are unclear or fuzzy, replace them now.
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Excellence is the unlimited ability to improve the quality of what you have to offer.” -Rick Pitino
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable E-mail Etiquette:
When following through and/or following up on something previously promised, begin your message with, “As promised…”
Impeccable Culture:
Never say, “That’s our policy.” (Even when it’s something positive.)
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
