Page 23 - 2021 Esplanade Lifestyle Guide

OUR SERVICE STRATEGY
Customer Service Strategy:
HOME
Spectacular customer service can’t be turned on and off. This strategy is how we show up for customers and team members every day.
Service Recovery Strategy:
ACT NOW
Sometimes things go wrong and we need to make them right. That’s where this strategy comes in.
A Acknowledge
Acknowledge the customer’s need within 24 hours
C Compassion
Love the Customer by acknowledging concerns with empathy, asking questions and listening
T Timely
Commit to timely, regular follow-up so the customer knows you’re engaged on their behalf
N Noticy
Ensure all appropriate parties are involved in the resolution and evaluate best practices
H Heartfelt Hello
Extend a warm, sincere greeting using the person’s name in each and every interaction
O Outstanding Observations Observe and listen to understand by asking open-ended questions and staying optimistic
M Make Magic Happen Surprise and delight by
anticipating needs and exceeding people’s expectations
E Extend Gratitude
End with a thank you and a
friendly smile, keeping in mind
that we’re building relationships that last a lifetime
W
O
Own It
Own the resolution and follow through with solutions, even if they differ from the customer’s
Wrap Up
Verify all issues are resolved, then ensure the customer is satisfied and extend appreciation
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