The Engineer on the Ladder
The single best thing you can do for your business is build true customer ________.
What is Loyalty?
This is the term used to describe the process of meeting or exceeding customer expectations.
What is service quality?
These two interactions are the most crucial and vivid points in conversation where language efforts should be focused on.
What is Hello & Goodbye?
This term is used to describe the process of identifying and resolving problems before they impact the customer.
What is Proactive service?
In terms of tracking customer information there is a fine line between being clever and ________.
What is creepy?
The magic happens when you ________ the needs of your customers.
What is anticipate?
This principle encourages businesses to make service quality a top concern.
What is priority setting?
What is the term for the vocabulary of a person, language, or branch of knowledge.
What is lexicon?
This principle encourages businesses to be proactive in identifying and resolving problems.
What is prevention?
JayMarc's "Getting to Know You" survey tracks Roles, Goals and _________.
What are preferences?
"My routine daily function is to change light bulbs, paint ceilings, and fix pipes, but the reason I’m here, my ________, is to help create memorable experiences for guests.”
What is Purpose?
This is the distance between customer expectations and perceptions of service quality.
What is service gap?
These cues can speak louder than words.
What is non-verbal / visual / physical?
This term describes the process of entrusting employees to be proactive in problem-solving.
What is Empowerment?
This hotel chain discovered through it’s customer tracking that customers didn’t want it to feel like their home but the dream of a childhood home – a home where everything is taken care of for you and you feel cared for, much like mom would.
What is the Ritz-Carlton?
Becoming this, or a basic good used in commerce that is interchangeable or replaceable with other goods of the same type is the primary threat to business today.
What is a Commodity?
This phrase aligns customer expectations with service perceptions.
What is closing the gap?
To “give good phone” you’ve got to do this.
What is pick it up or answer?
Step three of the service failure recovery is to “Fix the problem and then ______ up”
What is follow up?
Security Experts call Date of Birth, Name, and Address the Holy _______.
What is trinity?
This is the benefit of clear service standards.
What is Consistency?
This term describes the process of creating objectives for what you intend to achieve in improving your service quality.
What is goal setting?
This is the single most important factor in providing exceptional service.
What is attitude?
Perform a service recovery ______ by collecting and analyzing customer feedback to identify potential problems.
What is an audit?
Don’t track too much stuff or you can K.Y.S.S. your efforts goodbye.
What is Keep Your Systems Simple?