Read a great article today titled, The One Word that KILLS Your Customer Experience written by Dave
Holland MBA. In the article, he shares the 5P’s that great customer service must
have. And in my opinion, they are spot on.

Holland’s story centers on a hotel stay where the use of the
word obviously was like the corporate mantra because that’s how the answer to
any of his questions started. Obviously
as in plainly, can’t believe you don’t get it, easily understandable, can’t
believe you are bothering me; you must be a moron obviously. Ouch! Way to make the customer feel important – NOT.
And for me that’s the core of the matter. What customers “experience”
in their interactions with your company are a big factor when it comes to
determining whether or not they become a loyal, long-term customer or a
one-and-done.
So why take the chance? Make sure your employees understand
the value of a great customer experience, train them on its importance to the
company and the brand. Instill in them a sense of ownership using Holland's 5P’s of great
customer service – presence, purpose, passion, pretend and profit. Presence is
not just about physical presence but focus and attention on the customer
through the whole transaction. Delivering a great customer experience each
time, every time is the purpose. When you are passionate about something it
shows and truly makes a difference. The opposite is true as well. Even if you
don’t think the customer is right pretend that they are. Negotiate with them
but don’t criticize. As a consequence of an outstanding customer interaction
everyone is better off – financially and emotionally.
Thanks to Dave Holland for his words of wisdom.
Posted by MJ Thomas
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