14: Remarkable Customer Service with Henry Lopez & David Begin
May 30, 2016
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Henry Lopez and David Begin discuss delivering remarkable customer service in small businesses, emphasizing the importance of exceeding expectations, creating memorable experiences, and building a strong company culture. They explore hiring for personality over skills, the role of listening to staff and customers, and developing a culture of remarkable customer service through empowerment and active listening.
Remarkable customer service is about surprising and delighting customers, exceeding expectations, and creating memorable experiences.
Consistency in delivering remarkable customer service starts at the top with a customer-centric culture, supported by systems, training, and listening to both customers and staff.
Deep dives
Providing Remarkable Customer Service
Remarkable customer service is defined as delivering experiences worth talking about and sharing, where customers remark on the outstanding service or product. Remarkable service is about surprising and delighting customers, exceeding their expectations and creating memorable experiences. Companies like Waterburger and Disney World exemplify remarkable customer service by offering unique and exceptional interactions that leave a lasting impression. It is essential for businesses to consistently deliver remarkable service to stand out and encourage customers to share their positive experiences.
Delivering Consistent Customer Service
Consistency plays a vital role in delivering remarkable customer service. Businesses must start at the top, embodying a culture that values customer satisfaction and exceptional experiences. Systems, training, and hiring practices need to support and reinforce this culture, ensuring that employees are empowered to provide outstanding service. Listening to both customers and staff, measuring performance, and consistently executing on customer service standards are crucial to success.
Cultivating an Empowering Culture
Empowering employees to deliver exceptional service is key to cultivating a customer-centric culture. Businesses should assess whether their staff feels empowered to address customer issues independently and make decisions that prioritize customer satisfaction. Encouraging a culture where staff are trusted and enabled to resolve customer concerns promptly can lead to enhanced customer experiences and loyalty.
Striving for Excellent Customer Service
Constantly seeking improvement and excellence in customer service is a continuous journey that requires dedication and stamina. It involves creating a work environment where employees feel valued, trained, and motivated to deliver exceptional service consistently. By initiating honest assessments, actively listening, and empowering staff to exceed customer expectations, businesses can foster a culture that thrives on delivering remarkable customer service.
How do you deliver Remarkable Customer Service? We discuss and define Remarkable Customer Service, including tips and techniques for delivering it consistently in your small business.
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