1. BE VISIBLE
a. DONE GET STUCK IN AN OFFICE OR BEHIND A DESK
b. MEET WITH CLIENTS, EMPLOYEES, SOLICIT FEEDBACK FROM EVERYONE
c. KEEP NOTEBOOK WITH IDEAS
d. CONSTANTLY ASK FOR OPINIONS
2. EXPRESS A PASSIONATE COMMITMENT TO SERVING CUSTOMER
a. SERVICE STARTS AT THE TOP
b. SUPERIOR CUSTOMER EXPERIENCE IS CRITICAL KEY INGREDIENT TO SUCCESS
c. IN THE END EVERYTHING COMES DOWN TO CUSTOMER SERVICE
d. DETAILS MATTER BOTH FOR THE CUSTOMER AND EMPLOYEES – FEATURE AND AMENITIES
3. COMPANY EMPLOYEES ARE YOUR GREATEST ASSET
a. FEATURES AND AMENITIES MIGHT ENTICE CUSTOMERS TO TRY YOU ONCE
b. IT IS THE QUALITY OF THE INTERACTION WITH YOUR PEOPLE THAT ENCOURAGES THEM TO RETURN
4. ONLY HIRE PEOPLE WHO HAVE THE “VIRGIN ATTITUDE”
a. BE SELECTIVE – HIRE 1 OUT OF 100 WHO APPLY
b. COMPETENT FRIENDLY AND COMMITTED TO PROVIDING EXCEPTIONAL LEVEL OF SERVICE
c. POSITIVE FRIENDLY AND GOOD OUTLOOK ON LIFE
d. TECHNICAL CAPABILITIES
e. THAT’S 90% OF THE BATTLE
5. EMPOWER YOUR EMPLOYEES TO MAKE EVERY EXPERIENCE GREAT
a. ONCE YOU HIRE THEM, GIVE THEM THE BEST TRAINING AND THEN LET THEM USE THEIR IMAGINATION AND CREATIVITY TO SOLVE PROBLEMS
6. ENGAGE IN SOCIAL MEDIA WITH A GENUINE VOICE
a. DON’T DELEGATE TWITTER
b. RESPOND TO EVERY CUSTOMER CONTACT ON TWITTER (VIRGIN HAS 3 FT PEOPLE)
7. HAVE FUN!!!
a. HIRE PEOPLE WHO ARE SMART, CAPABLE AND HAVE SENSE OF HUMOR

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