Focus on your CUSTOMER this year – The ‘E’
E – Empower your team to deliver on expectations and then some! If your team needs to check with you for every little thing, you’re in trouble! Either you don’t trust them or you’re a
E – Empower your team to deliver on expectations and then some! If your team needs to check with you for every little thing, you’re in trouble! Either you don’t trust them or you’re a
M – Measuring the impact of your service delivery or as Jan Carlzon, author of a book by the same title would say, “Moments of Truth”. How does your customer feel when they have dealt
O – Observing the interaction of your customers and your team will yield some very interesting and important insights on how to best structure your customer service experience and environment. Do they browse? Do they
S – Standards must be in place for all aspects of your customer experience and known by everyone in the business. Why? Because consistency builds trust and confidence in the mind of the customer and
U – Uncovering what the customer truly needs requires an ability to ask the right questions. “Can I help you?” is not the type of question I’m talking about. In fact when I’m asked this