Part 2 of 3: Actions from the Ritz-Carlton Leadership Center Training

Be Different. Deliver Excellence.

  • #1 - Understand service is a choice.

    #1 - Understand service is a choice.

    You have to have the heart and soul to want to serve other people. You have the choice to create one-of-a-kind experiences.

  • #2 - Every interaction builds your reputation.

    #2 - Every interaction builds your reputation.

    Focus on interactions, emotional connections and feelings. Marketing brings awareness, but stories and word of mouth are your image.

  • #3 - Don’t let busy dictate your behavior.

    #3 - Don’t let busy dictate your behavior.

    When you’re busy, you’re laser-focused, you get tunnel vision and stop listening (“technical excellence”). If you’re relaxed, you are more aware of opportunities you have to create memorable experiences.

  • #4 - Proactively anticipate unexpressed needs.

    #4 - Proactively anticipate unexpressed needs.

    Providing the unexpected will create an emotional connection, better interactions and positive memories!

  • #5 - Have a process for everything.

    #5 - Have a process for everything.

    Create a consistent and reliable experience that is easy to follow, sets the standard of perfection, but also leaves time to work on the fun stuff!

  • #6 - Empower others to make a difference.

    #6 - Empower others to make a difference.

    Trust your employees and give them opportunities to deliver a memorable service experience without having to ask for permission.

  • #7 - Know more about your customers than they do about you.

    #7 - Know more about your customers than they do about you.

    Connect with people in a real and meaningful way. Find ways to provide a memorable experience unique and personal to create memories!

  • #8 - Little things can have a big impact.

    #8 - Little things can have a big impact.

    Attitude is everything, and small amounts can be the difference. Pay attention to the details and go beyond expectations.

  • #9 - Be interested, not interesting.

    #9 - Be interested, not interesting.

    Ask people questions that make them think about their response. Get someone to talk about their favorite subjects (themselves)!

  • #10 - WOW people with random acts of kindness.

    #10 - WOW people with random acts of kindness.

    Doing things for people without them having to ask is a WOW factor! Find ways to make someone gasp with delight.

May 31, 2016

10 Ways to Create a Memorable Customer Service Experience in Managed IT Services

The definition of “service” is how you make people feel. It is delivered by employees - without them you have nothing. Motivate and challenge your team to create those emotional connections and memories. Feelings create memories, so how you make someone feel reflects on the service you provide.

Here are 10 actions to help you create memorable service experiences (see above):

  1. Understand service is a choice.
  2. Remember that every interaction builds your reputation.
  3. Don't let busy dictate your behavior.
  4. Proactively anticipate unexpressed needs.
  5. Have a process for everything.
  6. Empower others to make a difference.
  7. Know more about your customers than they do about you.
  8. Don't forget the little things can have a big impact.
  9. Be interested, not interesting.
  10. WOW people with random acts of kindness.

As Jennifer Blackmon from the Ritz-Carlton Leadership Center explained, you must have your "Radar On-Antenna Up" at all times to identify clues from others on how you can help them, and take action - because you can.

Keep service excellence top of mind for your business by downloading our presentation "10 Ways to Create a Memorable Service Experience" and share it with your team!

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Other blog posts on the Ritz-Carlton Leadership Center Training:

Part 1 of 3 (Thoughts): Heart, Soul, and Service
Part 3 of 3 (Results): Good Values Result in Good Business





Category: Training

About The Author

Brittney Stepanek

Brittney Stepanek, Strategic Marketing Director for Collabrance, is responsible for helping build relationships and brand awareness through strategic marketing initiatives. Before working at Collabrance, Brittney joined GreatAmerica in 2012 doing marketing for the Office Equipment Group. She received her Bachelor of Science in Psychology at the University of Iowa.