Getting your customers to say, “Wow!”
Customers don’t recommend your services because they feel your customer service was OK; they recommend because they feel the customer service was fantastic!
If you want your employees to deliver fantastic customer service, you need to employ people who are both High in Productivity/Efficiency, and High in Personal Attitude. These kinds of people are difficult to find, so here is my suggestion:
1. Hire for personality. You want people who smile, who are friendly and helpful, and who like helping people. You can’t train personality, so you have to find it where you can.
2. Train for efficiency. Institute systems and processes. Make your expectations of high quality efficiency clear, and don’t tolerate inefficiency.
This isn’t an easy process, but it’s the only way to get your customers to say, “Wow! I am so pleased with the service you provided.”
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[...] 11. Jean Murray describes the ideal job candidate: Getting your Customers to Say Wow! [...]