Engineering the Customer Experience
We can never assume that our front-line employees should know what “customer service” means or looks like, let alone impeccable customer service. If we don’t define it with them, they’ll be left to define it on their own … and that could be dangerous.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Character is like a tree and reputation like a shadow. The shadow is what we think of it; the tree is the real thing.”
-Abraham Lincoln
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Sometimes listening is all you have to do. Your customers & clients want/need to feel heard.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Take your clients by the hand:
Instead of pointing (whether physically or virtually) take them by the hand and walk them to the place they may have trouble finding on their own. Whether they show it or not, they’ll appreciate you for it.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Rule for Effective Team Meetings:
If you’re going to state a customer service problem, challenge, or concern, then come to the table with at least one proposed solution … otherwise, you’re just complaining.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Every department and every position has an internal and/or external “customer.” Therefore, every job description should include a “Customer Service” section. Does yours?
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
When you apologize, you’re not necessarily taking the blame.
After listening, apologizing is just the next fundamental step (for them AND you) and will have you on your way to solving your client’s challenge or concern.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Customer Service Interviewing Question:
“If the sign out front said, ‘[insert candidate’s name]’s Place,’ walk me through what the client experience might look like.”
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“Unless and until you genuinely CARE about your EMPLOYEES and CUSTOMERS, your purpose and potential will not be fully realized.” –Lowell Nerenberg
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Recovery:
Occasional slip-ups are okay, provided you have an impeccable recovery process in place.
And, as it turns out, impeccable recovery stories garner even more attention than “plain old” positive experience stories.
