Deliver WOW through Service with Myra Golden

Moment of Mediocrity

Moment of MiseryMoment of WOW

Moment of Truth

20 ideas to help you

deliver WOW through service

5 ways of Being

Be Welcoming • Getting conversation off to a

great start• Put a smile in your voice• Enthusiastically greet

customers• Try not to interrupt customer

within first few secondsIdea #1

Be Genuine • Be genuinely interested

and attentive• “Connect” with customers

by listening and responding

• Use the customer’s name The Chick-fil-A way

Idea #2

Be Considerate

• Exchange pleasantries• Let the caller hang up first• In general, be friendly and

polite

Idea #3

The Starbucks Experience

Be Involved • Have a sense of urgency in

your voice• Try to anticipate un-

expressed needs• Look for ways to create

additional value

Idea #4

Be Knowledgeable• Love what you do and

share it with others• How can you add value to

yourself and your organization?

• “Knowledge is power”

Idea #5

Which of the 5 Ways of Being do you most

need to improve upon?

Idea 6:Put your personal signature on the job

Make customers feel smart/good –

even when they ask “silly” questions

Idea 7

What time is the 3 o’clock parade?

Put a SMILE in your voice – the SECRET to a great first impression

Idea 8

Do what’s right for the customer and you will have

done what’s right for the company.

Idea 9

Write down 2-3 ideas you will commit to adopting and

applying.

You are a service

company that happens to sell______.

Don’t say anything you wouldn’t say to your grandmother

idea #10

Beyond WOW

• WOW is more than an occasional moment

• Make the abnormal normal• USE your empowerment

Tip #11

Get WOWed!

Empathize

Idea 12

AT&T did it well

The Soup Nazi. Just for fun. Strictly Optional

Please continue to part 2 of this module.