Best Selling Author , John DiJulius , Presentation On Creating A Customer Service Revolution
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Love What You Do And Make It Obvious . Get people excited when they hear the
passion and the expertise you have for working in your niche with your clients .
Help Them Solve Their Problems . Your client should never meet anyone smarter than you at what you do — this goes for anyone your client encounters at your company .
If You ’ ve Got Bad News , Open With It .
“ Don ’ t disguise bad news , hope it doesn ’ t come up , or try to squeeze it in at the end ,” DiJulius said . “ Open with it , then talk about how you can fix it .”
Be Committed To Their Success . Know what your client ’ s top three goals are for the year . “ Whatever their theme or goals are , send them a book on that , an article on that , and introduce them to whomever can help them .”
Educate , Then Sell . Don ’ t just sell them something because they ask for it . Educate them instead of sell them what may not be in their best interest . After an Apple employee discovered that DiJulius didn ’ t need the extra functionality in the iPad 2 that DiJulius asked to buy , the employee advised DiJulius not to buy it . “ He educated versus sold . I didn ’ t buy it , but as a result , I ’ ve bought anything he ’ s told me since because I trust him so much .”
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Develop A Customer Bill Of Rights .
One of the easiest things to implement right away is a Customer Bill of Rights . “ World-class brands have non-negotiables — things you would never see an employee do ,” such as never point , show them ; never say no ; and never do a cold transfer when handing off a client . The Customer Bill of Rights also includes things your employees should always do : Always introduce yourself , deliver at least one compliment , and remember you ’ re on stage . Choose 8 – 10 items for your Customer Bill of Rights , train your employees on them , then roll out your new plan in a soft launch so your employees can practice .
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Create A Day In The Life Customer Video . Help employees be more empathetic and
compassionate when dealing with clients by creating a video that takes them on an emotional roller coaster to demonstrate what is happening in their customer ’ s lives . “ Compassion and empathy — those are the two most powerful things your employees can have ,” DiJulius said .
Become a partner your client can ’ t live without . Make your employees realize everyone they come in contact with has an invisible sign above their head that says , “ Make me feel important .” Obsess over and invest in the customer experience just like the leaders of Disney , Zappos , and Nordstrom . When you do , you ’ ll create a customer experience revolution and be known for world-class customer service . n
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