Oftentimes during Service Excellence training, I will ask participants to identify companies known for great customer service. People often bring up Chick-fil-A, Disney, and some high-end Retail Stores. We’ll occasionally get QuikTrip mentioned or an organization like Amazon.

Then the question is asked: What about the experience makes you consider that organization to have great customer service?

I ask this question because I want participants to use their own personal life experiences to paint a picture of a great experience for their customers. Once attendees can envision what a great experience looks like from the customer’s perspective, it’s easier for them to understand what the experience needs to look like in their own company.

Essentially, I want them to picture those actions like they’re watching a movie – then envision that the great experience is happening in their own organization. Next, I want the participants to picture themselves playing a starring role in that movie.

Based on a recent client brainstorming session, these are examples of actions and attitudes of employees in companies that provide great customer service:

• Staff engage customers
• Staff share their name, ask the customer’s name, and personalize the conversation
• Staff act like they’re happy to see the customer (it’s a great 1st impression)
• Staff smile and use a positive tone of voice
• Staff have a mindset of treating customers as “Guests”
• Staff understand processes
• Staff are empowered to take action on behalf of the customer
• Staff go the extra mile for the customer
• Customers are treated like they’re #1
• Answers are quick, helpful, professional, and responsive
• There is a plan for how to solve problems
• Issues are resolved – quickly
• Customers feel heard
• Staff take pride in the workplace – even simply by keeping the area clean
• Common sense is more important than policy
• Before closing, staff make sure they addressed all the customer’s needs
• When thanked by the customer, staff say “My pleasure,” and mean it.

 
These are just some of the actions and attitudes that employees can adopt to deliver a great experience.

Use these tips, and imagine yourself being the star of a movie about your organization and the great service it provides.

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