and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje
What can you be doing to make a big difference for your customers?
Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers.
- The DIME Customer Service approach: Deliberate Interactions Memorable Experiences
- Four stages of service: You can’t have one without the other. They must all go together, like steps or levels.
- Habitual – This goes hand-in-hand with being deliberate. Great service must be practiced all the time, and it will become habit. Great service doesn’t happen by accident. It is intentional.
- Enjoyable – Giving customer service is like giving a gift. Doing it should bring joy. It creates a positive emotion, and the gift giver expects nothing in return.
- Remarkable – To get customers’ attention, something remarkable must happen. This doesn’t have to be something big; it just needs to stand out.
- Transformational – There is so much more to a sale than just making a sale. In some way or another, each interaction with a customer leads to some kind of change in their life. It goes so much deeper than just what is seen on the surface.
- The five values of a service-focused team: AEIOU
- Accountable – Every member of the team must be on the same page, and must be held accountable.
- Energetic – In front of customers, there’s a particular way you must behave. Staff members need to bring energy into each interaction.
- Innovative – You don’t have to have a lot of resources, or a huge staff to give great customer service. Empower the people you do have so the leadership can focus on the tasks they need to get done.
- Optimistic – When an organization knows what it’s doing, there is clarity and purpose. It’s important to internalize and really understand what works best for you. Since customer service is a long-term game, evolution is always happening. In order to get through this, optimism is critical.
- Unique – Leaders must be connected to their customers. This allows the leaders to understand that each customer is unique. In turn, the customers can be served better.
Chris Smoje is the founder of DIME Customer Service where he works with organizations to achieve service excellence through their culture, interactions, processes, and experiences. He is a regular media commentator on customer service in Australia.
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