how to create Moments of Truth




Tips for Customer Delight


What is so common among leaders who ensure service excellence by creating moments of truth?


Having observed some business leaders who excel in creating organizations that are visibly customer friendly ,

I found certain common traits:
This is visible and rubs off in other employees
They practice customer delight by personally engaging often in creating moments of truth.
They not only have a strong vision but they create shared vision with the people.The service mindset must come as shared value.Once people sign on to the value of customer care , moments of truth emerge.
They make it point to talk and emphasize service quality at every opportunity with employees and the measure of the success of executives on the report card on moments of truth.



They ensure to create customer-friendly service delivery systems


They balance high tech and high touch by tempering systems with personal habits.Habits are paramount in ensuring the service.If you are normally not used to smile even when meeting total strangers and made that habit ,you are not greeting customers with a smile
They hunt and recruit right people with proper attitude and train them hard in service excellence.This is true when hiring senior people who have track record of caring for customer attitude

They create " we are the best" atmosphere both for employees and customers.

.......Read on

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