Engineering the Customer Experience
An Impeccable Service Conversation-Starter for Your Team:
Ask your team to share their own stories about when they received impeccable service, as a customer … and see where the conversation may lead you.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Client Service Recovery:
Oftentimes when you simply *ask* a customer what it will take to make things right, their proposed solution will require less time/money/energy than you were prepared to spend.
Impeccable, remarkable customer service starts with integrity. Integrity includes doing the right thing … even when no one is watching.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Acknowledge and own your mistakes and shortcomings (and those of your team). Saying you’re sorry doesn’t have to mean guilt, blame, fault or shame — it does mean taking responsibility in the eyes of your customers and clients.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Do what you must do and say what you must say to have your clients feel, trust, and know that you’re “on their side.”
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
“All things being equal, people will do business with and refer business to, those people they know, like and trust.” -Bob Burg
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Perhaps your team shouldn’t be asking customers “How was everything?” until they’ve first been trained on how to respond to possible customer replies (both the favorable and the unfavorable ones).
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Don’t tell customers and prospects what you have to offer until you’ve first discovered what they want or need most.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
You may begin to notice that you don’t define your “brand” as much as your customers define it for you … based on their experience of you and your company.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable Relationships: Get good at remembering people’s names and use them often. People like hearing their own name.
.
Your thoughts? (Look for “Leave a Reply” below, or click here)
© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
