ConsistentlySuperior
CustomerService
For those who are prepared…For those who
are prepared…
…chaos brings opportunity
The Key To Success in the New Normal…
•Nimbleosity
•Nim-bo-licous
The Pattern of Business Success
(T + C + ECF) x DE = BE
2
Fundamental Customer Expectations
• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)
• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)
• Empathy: The degree of caring and individual attention provided to customers. (Concern)
• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)
• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)
3
The Five Levels of Customer Service
I don’t really care
Why try harder
Good enough is good enough
That’s nice
Holy cow – you guys are awesome!!!!!
3
1,300,000 interviews: Basic 4 + 1
Wow No Surprises Cheer 4
• D
• M
• C
• C
• M
• D
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
4
7 Keys to TRUST• Tell the truth
• Be transparent
• Extend trust & respect
• Be vulnerable
• NO games
• Keep your promises
• Communicate clearly
VOC
Moments Of Truth
WorkshopWhat are your key
MOTs for you customers?
WOM = 48 – 74%
Questions?