From the course: Customer Service Mastery: Delight Every Customer
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Contact points
From the course: Customer Service Mastery: Delight Every Customer
Contact points
- 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 being given the bill, be made to be brilliant? You'll 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…
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