Join Chris Croft for an in-depth discussion in this video Contact points, part of Customer Service Mastery: Delight Every Customer.
- Idea number 17 for coming up with ways…to really delight your customers,…is to make a list of every contact point,…every moment of truth,…as some people call it,…and then make each one brilliant.…So, maybe people casually walk into your shop,…maybe people phone up,…maybe people come and collect their…car after servicing.…How can you make all these brilliant?…Maybe, there's a point when people…get sent the bill,…can be given the bill…be made to be brilliant?…You notice in restaurants…they often give you a piece of chocolate…when they give you the bill,…so they make that whole experience…a bit nicer.…
Maybe when people come to your website,…when you email them,…perhaps when relatives visit patients in hospital…how can you make that brilliant?…Maybe there's an internet returns process,…when you have to send stuff back,…can you make that brilliant?…Maybe there's a helpline people ring up…when they've got problems,…can you make that brilliant,…rather than acony?…So all of the contact points,…between a customer and you,…make a list of all of them…
- Creative swiping
- Breaking the rules
- Nailing the basics
- Contact points
Skill Level Beginner
Customer Service: Creating Customer Valuewith Jill Griffin33m 14s Intermediate
Innovative Customer Service Techniqueswith Jeff Toister44m 49s Intermediate
Managing a Customer Service Teamwith Jeff Toister1h 32m Intermediate
1. What Is Customer Service?
2. Ways to Generate Ideas, Part 1
3. Ways to Generate Ideas, Part 2
4. Ways to Generate Ideas, Part 3
5. Ways to Generate Ideas, Part 4
Wrap up1m 44s
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