Over the past couple months, I’ve spent countless hours researching studies and stories of customer service. I’ve read the horror stories, and I’ve heard the stories of spectacular, shareworthy service.
I’m sure you have your own stories in both corners.
As I did my research, patterns emerged.
Think of the foundation of shareworthy service as two big honkin’ rocks – each with seven facets.
Every shareworthy story is built from this list. I originally started with 18 facets, but I realized that a few were so closely related that I simplified things.
Over the next several days, I’ll share stories with you of world-beating customer service and delight. In these, you’ll see these 14 facets recur time and again. I’ll point them out to you. It’s pretty neat, actually – over hundreds of stories, I couldn’t find anything that didn’t fit the pattern.
Then, next week, I’ll show you how to leverage these facets into your company’s own unique system for defining, measuring and rewarding shareworthy service.
I’ll put it all together a week from Friday into a slideshare presentation and e-book for you to use and hopefully delight us all in the years to come.
Big Honkin’ Rock #1: Professionalism
Big Honkin’ Rock #2: Kindness
- Active Listening
There you go. Those are the heavy seven plus seven. I’d call it 14-Karat Customer Service (or even 14-Karat Kustomer Service), but my wife thinks it’s cheesy. : )
Tomorrow, we’ll start looking at a few stories. We’ll look at the famous and ones you’ve never heard of unless you live in Sarasota, Columbus or Carbondale.
In the meantime, think of your own stories of shareworthy service – can you think of anything remarkable that wasn’t reflected in one of the fourteen facets above?
Let me know!