IMPROVING YOUR COMPETITIVE ADVANTAGE AS A SERVICE PROVIDER DAY 4 https://lnkd.in/dsNPRnyD (Read DAY 3 here) Still on the issue of people, the employees that we have been talking about are not limited to those at the front desk or the customer service staff, it also includes security staff, cleaners, drivers, dispatch riders and every individual who represents the organization and have contact with the customers. Every staff member must ensure they give customers an unforgettable positive experience. In the provision of services, what organizations sell is experience. Your staff must be trained in such a way and manner that their communication and actions with customers leave a great experience on them. The security guards must speak calmly and with courtesy. Apart from this, they must be well dressed and their uniforms must be tidy. If you want to adopt a white uniform, ensure that they are kept clean at all times. These employees must have the customers at the centre of their actions. They must be problem solvers. They must not get tired easily with the requests from the customers or get frustrated with their complaints. On one of my international flights, I misplaced my passport as we entered the plane. Unknown to me, it was placed along with my hand luggage in the overhead locker. As I looked for it, the cabin crew spoke to me calmly and assured me all is well. Not seeing my passport means I will have to disembark from the plane. As I was showing signs of agitation, he calmed me down and gave me assurance. I was about to disembark to go back to the boarding gate when I was advised to check the overhead locker and there it was. That was an experience I will never forget. Train and retrain your staff so that they will leave a positive impression on clients. Once you are able to fix the quality of your service, the next most important thing is your people. To be continued...
The positive experience with the cabin crew will never depart from you. Evidently you will share this experience often by word of mouth/social media etcetera with so many people. This referral is cost effective for the brand.
See how the calming influence of the cabin crew gave you a clear mind to locate the "missing" passport. That is an experience that is forever connected to that brand. Each time you think of the brand, you think of empathy. That is how great brands leave indelible impression and not just with photo-ops and signing of "yeyebrities" as ambasadors while it is obvious that they mismatchs Thanks for sharing once again Prof Oluwole Dada (DipM MCIM)
Weldone Bro, it is generally said that a satisfied customer is an unpaid ambassador to any business. Keep it up PWD
This is DAY 5 https://www.linkedin.com/posts/oluwole-dada-dipm-mcim-75676221_brand-experience-security-activity-6966047913856659456-j8jE?utm_source=share&utm_medium=member_android