APTITUDE. ATTITUDE. ALTITUDE

” I consider experience, experience”

– LOKI  (Avengers, Infinity War 2018)

The beauty and challenge too, of the field we operate in is that like all other behavioural sciences, it is ever evolving. Customer Experience Management is one of those few organisational competences that must always stay on the “up”.

There cannot be an off day! You must always strive to go beyond what the customer expects. In serving the customer, we must always reach for the sky and hope to end up on a treetop at the least, because aiming for the treetop may mean that you never leave the ground! In our classes, we make it clear that Customer Satisfaction is not Customer Service… It only becomes Customer Service when the customer is absolutely delighted! That demands a stretch on the part of the service-giver and usually results in a Moment of Magic (for the customer) who therefore happily shares his wonderful experience with up to 9 – 12 people.

APTITUDE

 A service giver can only give what he has. This is a section that ensures that the participants understand what is right and what is wrong. Knowing the fundamentals establishes a standard Ground Zero and therefore what the employers can begin to build expectations. It is really a “breaking in”, a series of “aha! moments” that begin to help the participants view service from the point of view of customer experience.

ATTITUDE

Service is all about attitude. When the attitude is wrong the service will definitely go bad. The larger chunk of our training goes practical with activities and role plays that aim to achieve conviction that attitude can change. We tell, we show and then we get them to demonstrate that a change in attitude starts from a change in thinking. Positive, solution-oriented thinking will always breed good service.

ALTITUDE

The overriding intention must always be to not only meet, but surpass customer expectations every time. I borrow from a friend’s expression here. Briefing us on the amendments required in the training content for the bank’s orientation class the Head of the Training Academy said to us, “I want grace under fire. No matter what may have gone wrong and is yet to go wrong… stay calm and giving”. The trick is in refusing to accept the actual situation as “out to get you”, but to insist that a positive story can still be told! 

#customerexperiencemanagement

@customercenticityltd