207: Customer Bill of Rights

Summary

In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the 'nevers and always' framework, which helps businesses establish clear expectations for customer interactions. John shares practical examples and insights on how to implement these principles effectively to enhance customer satisfaction and loyalty. In this conversation, John DiJulius III and Denise Thompson discuss the critical aspects of customer service, emphasizing the importance of consistency, transparency, and professionalism in interactions. They explore how to effectively roll out service standards, maintain awareness among employees, and create a positive work environment. The discussion also touches on the significance of living an extraordinary life and how personal habits impact professional responsibilities.

Takeaways

• Turning a negative into a positive is crucial for customer experience.
• Inconsistency is the enemy of great customer service.
• The Customer Bill of Rights outlines what businesses should never or always do.
• Nevers and always help reduce employee and location roulette.
• Customer experiences should not depend on which employee a customer interacts with.
• Oversharing can negatively impact customer perceptions.
• Employees must remember they are always 'on stage' when interacting with customers.
• Clear communication is essential to avoid misunderstandings in service expectations.
• Businesses should focus on what they can do for customers, not what they can't.
• Creating a positive customer experience requires a commitment to service excellence. Consistency in customer interactions is crucial for service excellence.
• Transparency in communication fosters trust with customers.
• Establishing clear professional standards helps employees understand expectations.
• Mastering the basics of customer service can significantly improve experiences.
• Rolling out service standards requires context and engagement from employees.
• Maintaining awareness of service standards is essential for long-term success.
• Creating a fun work environment encourages adherence to service standards.
• Living an extraordinary life impacts not only personal well-being but also professional responsibilities.
• Habits play a significant role in shaping our actions and outcomes.
• Engaging employees in the training process enhances retention of service standards.

Chapters

00:00Introduction and Personal Updates 02:06Turning Negatives into Positives in Customer Experience 10:07Understanding the Customer Bill of Rights 17:47Implementing Nevers and Always in Customer Service 25:33The Importance of Consistency in Customer Interaction 28:10Transparency and Communication in Service 29:05Establishing Professional Standards 30:36The Power of Basics in Customer Service 32:21Rolling Out Service Standards Effectively 35:51Maintaining Awareness of Service Standards 39:50Creating a Fun and Engaging Work Environment 42:49Living an Extraordinary Life and Its Impact Links

Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

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Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/