By Performance Research Associates
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Additional info for Delivering Knock Your Socks Off Service, 5th Edition
Consistency and Predictability A big part of reliability comes from the repetition of the customer experience. When the customer always has the same “wow” experience, there develops the perception of consistency of service. Regardless of where the customer enters the organization, the experience should be the same. If she is asking questions via Web chat, the quality of the service experience sets a standard of expectation. When the same customer has to call about a return or to see if the item is available from another location, that previous encounter sets the standard of expectation.
And which airline will Miss Manners choose the next time she flies? org Honesty Is the Only Policy 47 Do It for Yourself, Too There is actually a third reason for always being honest with customers: the way you feel about yourself. A friend of ours used to work for a now defunct television shopping network company. She was the chief upset customer handler. ” The trouble was, most of the merchandise the company was selling was factory seconds—items known by everyone in the company to be defective in some small way.
As she described them to the readers of Frequent Flyer: On the first, the crew did little to inform the passengers of the flight’s status, glumly responding to requests for pillows, blankets, drinks, etc. The second crew apologized for the delay, offered advice on passengers’ scheduling problems, kept everyone informed, and generally tried to make things as pleasant as possible. Which planeload of passengers believed that the flight crew was really doing everything possible to get them to their destination?
Delivering Knock Your Socks Off Service, 5th Edition by Performance Research Associates