Moments of Truth!

A "Moment of Truth" is the term that I use to describe those situations where there's not overt customer complaint to be responded to, but where, for whatever reason, you're in a make-it-or-break-it situation with a customer. It's one of those spots where you're about to lose a customer but-given the right set of perceptive eyes to spot the problem-some effective turnaround work can save the situation. If handle well, that "save" could actually make a customer for life out of someone who was pretty much half-way-if not all the way-out the door.

con referencia a:

"A "Moment of Truth" is the term that I use to describe those situations where there's not overt customer complaint to be responded to, but where, for whatever reason, you're in a make-it-or-break-it situation with a customer. It's one of those spots where you're about to lose a customer but-given the right set of perceptive eyes to spot the problem-some effective turnaround work can save the situation. If handle well, that "save" could actually make a customer for life out of someone who was pretty much half-way-if not all the way-out the door."
- Service Excellence: Moments of Truth (ver en Google Sidewiki)

Moments of Truth

A "Moment of Truth" is the term that I use to describe those situations where there's not overt customer complaint to be responded to, but where, for whatever reason, you're in a make-it-or-break-it situation with a customer. It's one of those spots where you're about to lose a customer but-given the right set of perceptive eyes to spot the problem-some effective turnaround work can save the situation. If handle well, that "save" could actually make a customer for life out of someone who was pretty much half-way-if not all the way-out the door.

Moments of truth are particularly important for leaders to watch for, because the signals usually run below the surface and are easily ignored by those who aren't trained to look for them. Being as aware of these as I am, I will happily admit to having chase confused first time customers into the street to get them to buy from my business when at first it didn't seem as if we had what they wanted. Others have done this even better than I have.

Is it worth the effort? well, the average customer comes to your restaurant at least twice a week. If they spend, conservatively, $10.00 a visit, and where the average customer stays in the area for about three to five years. If they spend $30 a week during this time then each individual will have brought between $4,680 and $7,800 at your business. (this does not include other visits with family and friends or take outs and/or catering) is that sort of cash worth a couple of emails or a quick walk out the front door to see if you can be of service? I'd certainly say so!

Breaking the Rules!!!!

There is an outstanding interview question that I use every time I have to interview a candidate for a customer service position, and that it is used by many executives in several successful companies.

“Tell ma about a time in a past job that you broke the rules for a customer?”

con referencia a:

"There is an outstanding interview question that I use every time I have to interview a candidate for a customer service position, and that it is used by many executives in several successful companies. “Tell ma about a time in a past job that you broke the rules for a customer?”"
- Breaking The Rules!!!!! « George's Blog (ver en Google Sidewiki)

Breaking the Rules!!!

There is an outstanding interview question that I use every time I have to interview a candidate for a customer service position, and that it is used by many executives in several successful companies.

"Tell ma about a time in a past job that you broke the rules for a customer?"

con referencia a:

"There is an outstanding interview question that I use every time I have to interview a candidate for a customer service position, and that it is used by many executives in several successful companies."Tell ma about a time in a past job that you broke the rules for a customer?""
- Service Excellence: Breaking the Rules!!!! (ver en Google Sidewiki)

Breaking the Rules!!!!

There is an outstanding interview question that I use every time I have to interview a candidate for a customer service position, and that it is used by many executives in several successful companies.

"Tell ma about a time in a past job that you broke the rules for a customer?"

If you ask it of an applicant, they are really going to have to work through a bit a paradox to be able to respond effectively. By conservative interview standards, they might be tempted to say they "never broken the rules". Certainly many traditional candidates might think, " Who wants to hire someone who's going to tell you up front that they don't follow your company's rules?" They'd be wrong, many top executives in succesful companies will hire them, so will I. So in fact, if an applicant were to tell me that he/she never broke the rules for a customer I probably would not hire him/her. Because I think that every business would want their staff to break the rules regularly in order to get better service to their customers.

When you handle this sort of rule breaking well, it allows you to avoid that horrific service scenario that we've all had to suffer through somewhere as customers. The one where your customer want something that's really fairly simple but which, unfortunately, doesn't fit the "proper procedure". So the employee on the other of the line or behind the counter or taking an order by a table, start reciting the rules and telling you that there's nothing he can do. Raises my blood pressure just thinking about it.

It is important to let you know up front this concept of breaking the rules is not an easy one to get across to new staff members. Well, I take that back. It's easy to get the concept across. What's hard is to get the people to really do it. because no matter how much each of us want to break rules now and again, we also have years of socialization and training in our families, our schools and our previous job that have told us that you don't just do that sort of thing. And as a result, even in business where this has been part of the culture, it's quite common to hear new, well meaning staff member slip and start reading a customer the company's policy rather than thinking things through and coming to a creative way to get the customer what he or she wants.

Giving Great Service One customer at the Time

I honestly appreciate the importance of effectively quantifying customer service measurements, but I am very adamant lately to emphasize the other end of the service spectrum: at the end of the day, service success is attained one customer at the time. The simplicity of the statement makes it easy to overlook its importance.
http://yaseservice.wordpress.com

con referencia a: Giving Great Service One customer at the Time « George's Blog (ver en Google Sidewiki)

Giving Great Service One Customer at the Time

I honestly appreciate the importance of effectively quantifying customer service measurements, but I am very adamant lately to emphasize the other end of the service spectrum: at the end of the day, service success is attained one customer at the time. The simplicity of the statement makes it easy to overlook its importance.

con referencia a: Service Excellence: Giving Great Service One Customer at The Time (ver en Google Sidewiki)