The “World’s Best” customer experience is not as “the World” sees it, but as one customer personally FEELS it. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues every day about the Rule of Three QUI QUOTES to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
QUI QUOTE: Action
Listen to your customers’ complaints with the intention of taking action, not to provide an explanation. To a customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses.
QUI QUOTE: Brand
Your brand is not the result of your marketing actions. Your brand is the perception your customers have of your customer CARE actions. When it comes to your customers and customer service, strive to be more than just good. Be GREAT out there!
QUI QUOTE: Complaint
A customer complaint is a gift. Take the perspective that customers complain because they want to help your business. Otherwise, they would walk away, saying nothing, with no intention of ever returning.
When you follow the Rule of Three QUI QUOTES, you will deliver the World’s Best customer experience.
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BILL QUISENG | Deliver the World's Best Customer Experience 