Page 96 - Delivering Authentic Customer Experiences

Principle 6 Delivering Authentic Customer Experiences

The good news

When you get things wrong…and you will, if you’ve developed an
authentic relationship with your client they are likely to be more
forgiving. Taking time to listen and put it right i.e. creating a WOW
from an OW will go a long way to impressing your customer and
ensuring their continued trust in your ability to deliver a
consistently good service.

Here are a few tips to help you create a WOW from an OW!
- Accept there’s a problem
- Adopt empathetic listening
- Avoid making excuses
- Say you’re sorry – for their experience or the way they
feel
- Be the SPOC (single point of contact) and take
responsibility for the issue
- Find out what the customer wants
- Fix it and feedback to the customer
- Add value

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