Delight Your Customers: 7 Simple Ways to Raise Your Customer Service From Ordinary to Extraordinary
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Transcript of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service From Ordinary to Extraordinary
HOUSEKEEPING
- The recording of today’s presenta>on will be available on cxweek.com
- Use the chat window to send in ques>ons, we will take >me at the end for Q & A
- Join the conversa>on on TwiNer by twee>ng @Qualtrics using #cxweek
Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
Three Critical Questions 1. Why is customer service so
predictably poor? 2. (I know we can improve) Where do we
start? 3. (Most improvement efforts wane over
time) How can I make this stick?
Job function Duties associated
with a job role
Job essence An employee’s highest priority
{ § Less price sensitive § Higher repurchase rates § Responsible for 80-90%
of positive word of mouth
Mandatory Process-focused
Expected Transactional
Voluntary Customer-focused
Unexpected Relational
Job function § Job descriptions § Policies § Procedures
(Mandatory/$)
Job essence § Personality § Uniqueness § Creativity (Voluntary/FREE!)
Job essence
Job function
An observation:
While employees consistently execute mandatory job functions for which they are paid, they inconsistently demonstrate voluntary job essence for which there is little or no additional cost to the employer.
Three Critical Questions 1. Why is customer service so
predictably poor? 2. (I know we can improve) Where do we
start? 3. (Most improvement efforts wane over
time) How can I make this stick?
Q.1 Answer:
The reason that you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary. Employees don’t have to deliver it. And most don’t.
Job Function/ Knowledge § FAQs § Policies § Procedures (What?)
Job Function/ Skills § Efficiency § Accuracy § Quality (How?)
Transactional
Relational
Job Essence/Purpose § To satisfy, if not delight,
customers § To inspire confidence § To reduce customer effort (Why?)
Ordinary Extraordinary
K S
K S
K S
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K S
K S
K S
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K S K S K S
P
K S P
K S P
“It is the service we are not obliged to give that people value most.”
- J.C. Penney, retail magnate
Three Critical Questions 1. Why is customer service so
predictably poor? 2. (I know we can improve) Where do we
start? 3. (Most improvement efforts wane over
time) How can I make this stick?
Q.2 Answer:
Start by asking your employees (individually) this question: “Would you describe for me, from your perspective, what you do - what your job entails?”
§ Express genuine interest § Offer sincere and specific compliments § Share unique knowledge § Convey authentic enthusiasm § Use appropriate humor § Provide pleasant surprises § Deliver service heroics
7 Simple Ways to Raise Customer Service
“We do not remember days; we remember moments.”
- Cesare Pavese, Italian Poet
Three Critical Questions 1. Why is customer service so
predictably poor? 2. (I know we can improve) Where do we
start? 3. (Most improvement efforts wane over
time) How can I make this stick?
Q.3 Answer:
In order to normalize exceptional customer service so that it occurs reliably, over time, by design (rather than inconsistently, here and there, by chance), incorporate job essence into job function.
Choose Extraordinary!
§ Identify 2-3 actions you can take to incorporate job essence into job function so that it occurs reliably, over time, by design.
§ Reflect on the messages & ideas you’ve received during this webinar.
Q & A
