One of the most interesting times in my career was when I worked in steel manufacturing. I was challenged to incite initiative, focus, drive and passion for customer experience with the sales, estimating and call centre teams. With varying degrees of experience, willingness for change and customer focus, it was no easy task. We had invested a considerable amount of time discussing and workshopping customer service and experience almost to death, but the momentum wasn’t building as quickly as we needed.
It was time to change gears and try something a little different. With the “Talking is silver, showing is GOLD” rule (thanks to John Lees for that awesome saying) in mind, I put together a customer experience ‘tour’. I had identified 4 key premium brands that were willing to talk to us about the customer experience challenges, best practices and ideas. We visited a ‘Big 4’ bank branch, a leading international kitchen manufacturer, restaurant (where they delivered bad service on purpose… read on!) and global hotel chain.
At 8:30am, we were greeted by the Bank Manager who started by taking us on a tour of the branch. Ending the tour in their meeting room, the Bank Manager guided us through his principles, strategies and drivers of customer service and experience. The Bank Manager also went on to talk about some of their key challenges and limitations they have identified in building customer service in the future.
Following on from the bank, we made our way to a premium supplier of kitchens and kitchen components. An international company founded in Germany, this company is renowned for its quality, service and innovation in the kitchen construction industry. The companies leading customer service manager facilitated an insightful session where points on internal and external sales team best practices, business development, customer standards, and strategies on competing in areas such as imports were shared with the team. We were then joined by the groups Warehouse Manager where open discussions were held on bridging the ‘us vs. them’ gaps that can at times arise between sales teams and other functions in business.
After tour #2, it was time for lunch. We headed to the restaurant where I had pre-arranged an assigned waitress to deliver the worst possible experience in a bid to highlight to the team impacts of bad service. The waitress greeted all of us, identified our team booking, and promptly pointed to our table – yelling for us “to sit down, hurry up and order something”. After a while, the waitress approached our table loudly chewing gum and took our order for drinks. The orders were read out and were incorrect – when we tried to correct her, she politely informed us that we didn’t know her job and that we were the ones that got it wrong as there was nothing wrong with her hearing!
I had originally ordered a diet coke, but instead was handed a glass of regular coke. I informed the waitress that it was a coke, and she rolled her eyes, grabbed my drink, took a sip from my straw and told me it was diet coke. The waitress then ‘threw’ old pieces of bread on the table before practicing her ‘pebble skimming’ skills by skimming small portions of butter across our table. Looking around at the team, I could see they all felt really bad and wanted to leave! After 15 or so minutes of terrible service, I invited the waitress to our table where she introduced herself and we all gave her a big round of applause to collective sighs of relief.
We concluded the tour at a leading global hotel. The General Manager of the hotel sat at our table for an fantastic insight into critical factors of their service and experience foundations including service delivery standards, follow up frameworks and staff initiative strategies. The General Manager also shared with us best practices around accountability, ownership and empowerment and was able to articulate how these impacted customer service and drove high levels of customer experience that led to repeat business.
We ended the day by sharing each other’s opinions on their key takeaways, best practice ideas, and points of interest for each ‘leg’ of the tour. The day was a roaring success, and I was really impressed at how alive and passionate the team became when talking about customer service. The team spent the last hours of the day putting together a 12-point customer charter which they came up with themselves. Checking in since the tour, it’s like seeing a completely different team at work with key KPIs showing marked improvements.
Despite the industry, business size, or product / service composition, each place we visited had striking similarities in customer experience principles, strategies, and challenges.
So, what were some of my key takeaways?
A willingness to help is a cornerstone for anyone involved in dealing with customers. Cast your mind back to a time when you experienced great customer service… once you have that thought in mind, I’d like you to think about what really made it memorable. Over the years, I have asked many people this question, and not once has anyone said “price”. Great customer service is almost always linked with the emotion – the store felt inviting, the person wanted to help me, I felt like I was looked after, they cared about my needs, they made me feel so important, etc etc.
Follow Up Systems and Positive Attitude / Initiative are just as important – these two are probably what sets apart the good from the great. In my research on customer service, these two areas are probably the simplest to do, yet require the most discipline to master. To a customer, initiative = care. Initiative and being proactive are facets of customer experience that show the customer you have paid attention to detail and want to genuinely help them out and almost always is a deciding factor in a customer choosing a business over another.
Technical knowledge and expertise. We don’t always know the answers to every customer question or query. Working in a role where you interact with customers means you must know as much about your business as possible. You must make a commitment to be proactive and source opportunities to self-learn and keep your skills and knowledge complete and up to date.
The customer experience must lead to a business opportunity. Whether it’s a sale on the spot, or a recommendation in months to come, the customer experience rules, standards, frameworks and training must all drive real business outcomes. If the chocolates on the pillow doesn’t lead to a business outcome then don’t do it! This is where Customer Experience strategies can come unstuck real quick… separate the nice-haves and the essentials to keep operating efficiencies maximised while the customer experience movement thrives (click here for a great post on the cost of too much convenience!).
It cost me nothing more than a bunch of flowers and a certificate of appreciation for each business that we visited to help hit the much needed ‘home run’ on the customer experience front. Get out there and talk to those businesses that really wowed you to help inspire you and your teams. It’s the great business spirit in those who deliver great customer experiences that are more than happy to help and share – all you need to do is ask.
Finally – don’t forget about the universal customer experience law!
Until next time,
J
Ребят, извините что влезаю
прям в разгар диалога,я просто новенький тут
у вас,кто может ввести меня в курс дела,что происходит и кто
чем увлекается
Visit my video store for some hot videos and custom requests!
ass horny nudes dm snapchat cumtribute nsfw nude porn show booty sex hot xxx hot bj amateur webcam sexy cock
bbc cum
This article will help the internet viewers for creating new web site or even a weblog
from start to end.
Hi, i read your blog occasionally and i own a similar one and i was
just curious if you get a lot of spam remarks? If so how do
you stop it, any plugin or anything you can advise? I get so much lately
it’s driving me mad so any support is very much appreciated.
> Starting
> Chatting
> Game (add new games as I go if needed & move the camera group if it’s in a really shit spot but generally i
don’t really move it)
> Ending
The other day, while I was at work, my cousin stole my iPad and tested to see if it can survive a 30 foot drop, just so she can be a youtube sensation. My apple ipad is now broken and she has 83
views. I know this is totally off topic but I had to share it with someone!
Have you ever received hate for being trans by someone who was part of the LGBTQ community?
In particular, a question mark hangs over the more than 2,340 children aged
four to 17 who have so far been separated from their parents after
crossing the southern U.S. Even so, the lion’s share of culpability for my untimely
widowhood can be squarely pinned to the asshole who plowed over my husband like a speed
bump and left him to bleed out in a Lynwood gutter. I noticed that the 170 wasn’t even an interstate freeway.
Reposting of pictures in general leads to women posting less pictures, either because
they quit, or they read statements of people quitting or someone posting psas like
this and decided not to post. However, tellingly Carla’s biggest ambition seems to be to find someone
who will love her for who she is and not just her sexy side but she finds it hard to keep hold of potential long
term boyfriends. On the surface, its seems innocent but I know deep down her true intention is to lure them to love
her because that is the void she is trying to fill.
Theron, along with Kidman, 52, as fellow Fox presenter
Gretchen Carlson, play Ailes’ blonde nemeses, the women responsible for bringing down a
monster.
I’m impressed, I must say. Rarely do I come across a blog
that’s both equally educative and amusing, and without a doubt, you’ve hit the nail on the head.
The issue is an issue that too few men and women are speaking intelligently about.
I am very happy I stumbled across this during my hunt for something relating to this.
I really like what you guys are usually up too.
This type of clever work and coverage! Keep up the
great works guys I’ve incorporated you guys to my
own blogroll.
Feel free to visit my blog :: promo (torgi.gov.ru)
Appreciate this post. Will try it out.
I believe what you published made a bunch of sense. But, what about
this? suppose you typed a catchier post title? I mean, I
don’t want to tell you how to run your website, however suppose you added something that grabbed a
person’s attention? I mean Aslan Strategy | Business Strategy,
Customer Experience, People Performance is kinda plain. You might peek at Yahoo’s front page and note how they create news headlines to grab people to click.
You might add a related video or a related pic or two to
grab people excited about everything’ve got to say.
Just my opinion, it would make your blog a little bit more
interesting.
Take a look at my webpage – code; Kelsey,
dfg
Nice replies in return of this issue with firm arguments and telling everything concerning
that.
This website was… how do I say it? Relevant!! Finally I have
found something which helped me. Appreciate it!
Howdy! Would you mind if I share your blog with my myspace group?
There’s a lot of folks that I think would really enjoy your content.
Please let me know. Thank you
It’s appropriate time to make a few plans for the future and it’s time to be happy.
I have learn this publish and if I may I want to recommend you some interesting issues or
suggestions. Perhaps you could write subsequent articles regarding this article.
I wish to learn even more things about it!
Greetings! Very useful advice in this particular post!
It is the little changes that will make the most
important changes. Thanks a lot for sharing!
Hi there! This post could not be written any better! Reading this post reminds me of my old room mate!
He always kept talking about this. I will forward this write-up to him.
Fairly certain he will have a good read. Thank you for sharing!
Great article. I am dealing with some of these issues
as well..
I think you have noted some very interesting details,
regards for the post.
Feel free to surf to my web page; promo (Chantal)
Please let me know if you’re looking for a writer for your
site. You have some really good posts and I believe I would be a good asset.
If you ever want to take some of the load off, I’d absolutely
love to write some content for your blog in exchange for a link back to mine.
Please send me an email if interested. Regards!
1. Have a PC and face cam in order to run my stream better and 2.
Not be as awkward lol I’m still not used to talking
to a chatroom and knowing what to say and how
to say it
Greate pieces. Keep posting such kind of info on your blog.
Im really impressed by your site.
Hi there, You have performed a fantastic job. I will certainly
digg it and for my part suggest to my friends. I am sure they’ll be benefited from this site.
You actually make it appear so easy with your presentation but I find this
matter to be really something that I feel I’d never understand.
It kind of feels too complicated and very broad for me.
I’m taking a look forward to your subsequent put up, I will attempt to get the dangle of it!
Great goods from you, man. I’ve understand your
stuff previous to and you’re just too magnificent. I really like what you have acquired here, certainly like what you’re stating and the way
in which you say it. You make it enjoyable and you still take care of to keep it smart.
I can’t wait to read far more from you. This is really a terrific
site.
Piece of writing writing is also a fun, if you be acquainted with afterward you can write or else
it is difficult to write.
Way cool! Some extremely valid points! I appreciate you writing
this post plus the rest of the website is extremely good.
my site … coupon (Christena)
I’m really loving the theme/design of your weblog.
Do you ever run into any web browser compatibility problems?
A small number of my blog audience have complained about my website not working correctly in Explorer
but looks great in Chrome. Do you have any
ideas to help fix this problem?
Very well done and wrritten my friend!
I started blogging very recently and noticed that lot of bloggers merely rehash old ideas but add very little of benefit.
It’s fantastic to see an inmsightful post of some real
value to your readers andd me.
It is on my list of details I need to replicate beiung a new blogger.
Visitor engagement and material value aare king.
Some wonderful thoughts; you have certainly made itt on my list of sites to follow!
Carry on the fantastic work!
All thhe best,
Dukey