On-Site Customer Service Seminars
The Secret to Disney and Norstrom's Service Success
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Cary Cavitt - Author, Speaker, and Founder
service starts with a Smile Seminars
"It is the customer's experience that will ultimately be the determining factor in how well they will measure our service."
Over the years I have come to the conclusion that excellent service is the result of how the customer "has felt" during their experience as a customer. Without exception, the five-star service champions understand that the key to ultimate success lies in meeting the customer's inward needs. Every customer expects to get service, but what they rarely expect is to leave with a pleasant memory of the experience. It is only in meeting their felt-needs as a customer that allows them to tell others about their great experience.
Listed are what I consider to be the top four inner needs of a customer. When we meet these needs, we will soon find that our star rating in the area of customer service will eventually climb to a higher level:
1. The inward need of the customer is to feel welcomed
This is what I call the "friendly factor." Customers who feel welcomed and accepted will begin to view the service in a more positive way.
2. The inward need of the customer is to feel important
Every customer wants to feel like a VIP. When this need is fulfilled, the customer will automatically rate the service higher.
3. The inward need of the customer is to feel respected
When respect is consistently given to the customer, they will want to tell others about their positive experience.
4. The inward need of the customer is to feel appreciated
Consistently show appreciation and you will win the customer for life.
Over 100,000 Customers Served.
Every customer in the world goes away with an memory when he or she walks out of the door of a business. This is true in every situation when playing the role of a customer. This experience will be the ultimate factor that will determine whether the company has excellent, average, or poor service. In other words, the final decision will be based on the memory of the experience.
As service representatives, it is our job to perform in such a way that allows the customer to not only feel comfortable, but also to provide each customer with a pleasant memory of the experience when they look back and reflect on the service that was provided by us.
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"Cary is a master at understanding and teaching service excellence. He has a unique ability to relate to and help all sorts of organizations truly improve their attitude towards client service."
Mr. B. DiMeo - Founder
Golf Nation
