101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 3
Knock Your Socks Off Service
Delivering Knock Your Socks Off Service—the kind of service that makes a positive, lasting impression on customers—takes more than simple courtesy. Much more! It begins with understanding what good service is, from your customers’ point of view. It means exceeding expectations and satisfying the needs of a diverse customer base, including those who might differ from you by culture, age, race, or gender. Above all, it means looking for ways to Wow! and delight your customers in unique and unexpected ways.PURPOSE:
✓ To articulate what Knock Your Socks Off Service means to your group
✓ To incorporate these ideas into your service actions
TIME: 20 minutesDIRECTIONS:
1. Introduce the concept of service training: why you are doing this, why it’s important, what the commitment from the company is to this effort.
2. Ask participants to think of a time when they experienced extraordinary service. What impact did this have on them? Chances are they told many others about it. Have them take a minute or two to jot down some behaviors demonstrated by the service provider or descriptors of the experience.

-10-

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