LESSON 6.1 PROVIDE EXCEPTIONAL SERVICE Discuss the five traits shared by all companies that provide superior service Describe best practices companies use to build loyalty
6.1 The “CARER” Principle • Credibility • Attractiveness • Reliability • Empathy • Responsiveness CARER
6.1 Credibility—It’s All about Trust • Credibility means believability. • Customers need to believe in you and your company.
6.1 Attractiveness—Physical Proof of Great Service • Attractiveness refers to the physical characteristics of a company including • Equipment • Facilities • Employees • Correspondence
6.1 Reliability—Consistent, Dependable Service • Reliability is the promise of superior quality, dependability, consistency, and accuracy.
6.1 Empathy—Consideration of Feelings • Empathy is expressing understanding and acceptance of another person’s feelings and thoughts. • Empathy is used to show respect, caring, and kindness.
6.1 Responsiveness—Active Involvement • Responsiveness is a willingness and eagerness to meet customers’ specific needs. • Follow up • Sensitivity is key
6.1 Best Practices • Companies that provide outstanding service have many things in common. • You can learn important lessons from these “best practices” that exceptional companies use to increase customer loyalty.
6.1 Create a Company-Wide Service Mentality • Eliminate irritants. • Keep promises. • Involve customers and employees in improvement. • Put the customer first.
6.1 Treat Customers as Friends • Make customers feel like insiders. • Make the customer’s experience fun. • Offer value-added services. • Put energy and resources into recovery.