Download - Deliver WOW through Service with Myra Golden
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Deliver WOW through Service with Myra Golden
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Moment of Mediocrity
Moment of MiseryMoment of WOW
Moment of Truth
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20 ideas to help you
deliver WOW through service
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5 ways of Being
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Be Welcoming • Getting conversation off to a
great start• Put a smile in your voice• Enthusiastically greet
customers• Try not to interrupt customer
within first few secondsIdea #1
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Be Genuine • Be genuinely interested
and attentive• “Connect” with customers
by listening and responding
• Use the customer’s name The Chick-fil-A way
Idea #2
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Be Considerate
• Exchange pleasantries• Let the caller hang up first• In general, be friendly and
polite
Idea #3
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The Starbucks Experience
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Be Involved • Have a sense of urgency in
your voice• Try to anticipate un-
expressed needs• Look for ways to create
additional value
Idea #4
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Be Knowledgeable• Love what you do and
share it with others• How can you add value to
yourself and your organization?
• “Knowledge is power”
Idea #5
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Which of the 5 Ways of Being do you most
need to improve upon?
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Idea 6:Put your personal signature on the job
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Make customers feel smart/good –
even when they ask “silly” questions
Idea 7
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What time is the 3 o’clock parade?
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Put a SMILE in your voice – the SECRET to a great first impression
Idea 8
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Do what’s right for the customer and you will have
done what’s right for the company.
Idea 9
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Write down 2-3 ideas you will commit to adopting and
applying.
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You are a service
company that happens to sell______.
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Don’t say anything you wouldn’t say to your grandmother
idea #10
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Beyond WOW
• WOW is more than an occasional moment
• Make the abnormal normal• USE your empowerment
Tip #11
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Get WOWed!
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Empathize
Idea 12
AT&T did it well
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The Soup Nazi. Just for fun. Strictly Optional
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Please continue to part 2 of this module.