Email Never & Always standards
Customer Bill of Rights – One of the most effective ways to elevate your company’s Customer service level is by instituting Non-Negotiable Standards (Commandment III in What’s the Secret?) I like to call them the Customer Bill of Rights. If anyone is going to wear your uniform, name tag or represent your brand, there needs to be a small set of 6-12 actions/standards that your employees live by. These non-negotiable standards are also referred to as the Never & Always list (see several company examples in the eService Burden of the Brand).
Never & Always list – Creating the traditional non-negotiable standards is a favorite for our consulting clients; rolling out a short, simple list that is common sense. Yet the majority of businesses and front-line employees too often are guilty of executing the Never List and rarely do what’s on the Always List.
ALWAYS
Please share any we haven’t thought of!
The last Secret Service Certification class of the year – This September 24 & 25, is the last Certification Class of 2013. Taught exclusively by John DiJulius, this class will teach you how to create your own Secret Service Systems at your company. This class is by application only. Download application here and email as PDF to David@thedijuliusgroup.com or fax back to 440-484-2373.