In a workshop yesterday, customer service expert Laurie Guest explained how simple, nearly costless actions can turn customer experiences from good to great. The audience enthusiastically participated in the workshop as Guest asked the audience questions and led the attendees through breakout sessions. Attendees left the session buzzing with energy and tools and actionable ideas for their teams.
Here are just a few of her insights:
- Look for and remove the small habits, actions, and policies that create some friction for your customers and highlight the low-cost and no-cost extras you bring to your customers
- Body language and attitude can make all the difference in making the right impression on customers
- “Secret shopping” your own store is a great way to gauge the experience that you yourself may not be able to accurately gauge
NCPA
