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?