On the fifth day of Christmas my true love sent to me…
five gold keys to 5 star service
I believe there are five things that make up 5 star service:
Defining and sharing your customer service values
Define the type of experience you want your customers to have and work backwards. Ask yourself what you liked them to feel, say or do as a result of doing business with you, based on what’s of importance to your customers. Once you’re clear on this it’s a lot easier to determine all the things that need to be in place to enable this to become a reality.
The customer journey
Review your customer journey from end to end starting at the point your customers first hear about you. Get into their shoes and look at everything from their perspective; it’s the little things that can make such a massive difference to a great, mediocre or disappointing customer experience.*
Empower your team and encourage them to use their judgement to do whatever is best for your customers. Provide them with the relevant skills, knowledge and confidence to meet your customer service values.
Be the perfect role model for your team by demonstrating how much you value your customers. Give them the relevant support, tools, resources and training to meet your customer service values.
Systems and resources
Make sure everything’s in place so everyone your team can meet your customers’ expectations consistently. Not just your exceptional employees, even your average ones should be able to deliver outstanding service every day. (More on this on the seventh day of Christmas!)
* Review your own Customer Journey with my Customer Journey Audit Checklists