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How do you ensure your organization continually provides exceptional service for your customers year after year? You have to provide more value than your competitors!
How? By delivering exceptional customer service. But here’s the trick…YOU don’t get to decide if your service is exceptional. Your customers do.
This is why it is vital that your teams understand how customers perceive your current level of service.
Once you know where you stand, you’ll know exactly where you can step up your customer experience and make your organization’s service something special.
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Below is an Autogenerated Transcript
Four different categories of value. The first category, let’s call our produtos primarios. At Sicoob, you have financial products that you can make available for a new business. For a growing farmer, for a family that’s having a hard time for a student that wants to go to school, for someone who wants to build a house, for a community that wants to get stronger. You have produtos primarios. Yes? And you also have sistemas de entrega. Entrega? Entrega. Entrega. Mobile, online, ATM, tellers. And you have you. You, the people of Sicoob. The educators about the products. You, the people who help other people smile. Friendly, patient, helpful, considerate, kind, taking care of people, helping people, remembering people, encouraging people, teaching people. How good are you in each of these four categories? How well do you understand our products? How fast do you reply to our customers? Our members? How friendly and helpful are you? What kind of a relationship are you creating with the people that you serve? Well, if we take these four categories of value and we ask you the question, “In which category can you create more value?” We could put the six levels of service with the four categories of value, and you could answer the question, “Where am I now?” And where can I step up?
