Page 35 - Delivering Authentic Customer Experiences

Principle 2 Delivering Authentic Customer Experiences

You can always tell when your people have the right attitude. For
them, putting the customer first is not just a matter of being nice,
it’s second nature. They have a genuine desire to support, serve
and make a difference to their colleagues and customers and find
ways to consistently anticipate their needs. They are always
prepared to go that extra mile and do all they can to exceed their
expectations. Wouldn’t you rather be surrounded by positive
people than be greeted with a snarl, or by someone who looks as
if they’ve sucked on a lemon? Of course, you are the role model
for your team, so you must ensure you are displaying the sort of
attitude and behaviour you require from them.

Service Superstars…
…are champions of authentic service delivery
…share your values
…are passionate about people
…are a tonic to be around
…are solution-based thinkers
…work pro-actively to anticipate the needs of their
colleagues and customers
…have a genuine desire to support, serve and make a
difference

Consider this…
With regard to the people who work within your business…
• How do they come across? Do they have a great attitude?
• Do they like people as well as being good at what they do?
• What are you and your team doing to develop and
maintain a supportive, productive working relationship
with each other?

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