Personalized Service goes beyond traditional (good) customer service. It seeks to enhance the customer experience by engaging guests in short, appropriate, genuine conversations at any guest touch point.  Personalized encounters move routine transactions to memorable moments, adding value to the guest experience.  Personalized experiences can be proactive (anticipatory) or reactive.

Approaches to developing personalized service can range from building the concept into your core employee development process to positioning it as an enhancement to a foundational service process already in place. Having a culture that reinforces and supports service providers engaging more proactively and personally will significantly impact the measurable results of any training effort.  

 

This customized development process typically includes the following key concepts:

Defining “Personalized Experiences”

Understanding why Personalized Experiences are Important

Here we will make the distinction between traditional service and personalized service. Participants will explore the performance of select competitors compared to your organization. In the process, we will facilitate participants discovering the value of better personalized engagement for the customer, the company, their co-workers and themselves.

Piling up the Pluses

The concept of “piling up the pluses” is a clean, memorable approach that creates context and meaning for every level of employee at every level of experience.

This section uses an ultra simple approach for team members to understand how expectations and service quality work together to either delight customers or lead to dissatisfaction. Using both completely customized examples from your organization and experiences that are universal, we will connect insight and action for the participants.

One of the important lessons for learners is you do not have to go the ‘extra mile’- the ‘extra inch’ is typically all that is needed to add a personalized element that positively impacts a guest. Similarly, it doesn’t take a catastrophe to get a negative 1.

Participants will uncover expectations for their role from a guest’s perspective, and work with specific relevant examples in their daily work life to quickly and easily exceed those expectations for a plus 1.

Personal/Performance Model

Creating awareness of what is in their control and influence with every customer interaction AND where they can make a positive difference.

What Can You Say and Do?

This section gets the learner involved in the creation of relevant questions and salutations they will use every day with customers in their role. They will explore ‘Heads Up’ behaviors - what to do when walking through areas in view of guests. Learners will explore creating signature phrases/comments (their fingerprint). The goal is to explore and design the simple, authentic ‘Before, During, and After’ of their role that makes that moment for that guest a touch more personal.

 Throughout the process, highly customized issues and scenarios will be utilized to engage the participants while using humor, activities and emotion to make it memorable. Supervisor and coaches get 4 minute meeting activities to enhance and reinforce what was taught in the class. MP3 refreshers and e-learning tutorials, including voice based simulations, will work together to “bake this into” the day to day performance of your people.

Proactive, Personalized, Value Adding