Moments of Truth

Every member of an organization who interacts with customers has opportunities to delight, to satisfy, or to disappoint them. The attitude and capability to act at that interface, in those “moments of truth,” can keep customers coming back and even referring others, or it can drive them away.

Not many organizations can afford to drive any customers away!

We start by diagnosing current attitudes and behaviors toward customers, as well as how decisions that effect customers get made in real-time. Interviews, an on-line survey instrument, and data from any existing customer service reports together paint a clear picture of where customer loyalty is.

We dialog with the leadership about the financial implications of current customer loyalty levels. If the leadership sees the opportunity in improving how the organization manifests its attitudes and applies its skills at the customer interface, we move forward.

In short, non-disruptive, repeated sessions with groups of employees, we review the strategy, direction, and importance. We develop the skills and attitudes that could make the essential difference. In candid discussions, the barriers to delivering great customer service surface, and we engage in problem-solving at all appropriate levels.

Across all parts of the organization that touch the customer (including the internal customers, the employees!), our work includes developing attitudes and skills, goal-setting behavior and the habit of goal-achievement.

As employees gain confidence based on repeated positive experience, as they demonstrate again and again that customer delight is a goal they want to achieve, customers notice the difference.

And when it goes very well, they tell others, and keep coming back!

Learn more by contacting us today!