Page 181 - The New Gold Standard

Support Frontline Empathy

LIVING THE NEW GOLD STANDARD

D Maximize the importance of being observant. Great ob-
servation is not intrusive but intuitive and attentive.
D The highest level of customer care is attained when ser-
vice transcends attention to detail and embraces genuine
empathy.
D Customer engagement is measurable. So are the steps to
gaining it. Extraordinary service providers connect with
each customer’s individuality and deliver service that is
customized to every person’s preferences.

D Personalizing service means paying attention to subtlety
and nuance in client behaviors and executing to deliver
on those client inclinations.

D Asking questions and showing concern for your cus-
tomers is valuable only if you act on those needs.

D Collect and track client-interaction data to constantly
build on successes and repair breakdowns.
D Avoiding faultfinding while tracking service and/or prod-
uct defects enriches the quality of data that leadership
can utilize in the quality improvement process.

161