CX Tip #31: Develop Simple Service Standards

50CXTips6b_65

CX Tip #31: Develop Simple Service Standards
(Customer Connectedness, Employee Engagement)

NBA’s Oklahoma Thunder has identified five CLICK!™ With Your Guests non-negotiable service principles:

  • C – COMMUNICATE COURTEOUSLY (practice the golden rule)
  • L – LISTEN TO LEARN (rather than listen to respond)
  • I – INITIATE IMMEDIATELY (being proactive)
  • C – CREATE CONNECTIONS (everyone is a VIP)
  • K – KNOW YOUR STUFF (knowledge is power)

All front‐line team members, from parking to concessions, participate in the required CLICK! With Your Guests on-boarding program, which provides training and tools to create memorable experiences. Click for more info

See full list of CX Tips

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to CX Tip #31: Develop Simple Service Standards

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: