Author: Carolyne

Customer Service Excellence – To script or not to script that is the question…..

We’ve all experienced the eye-rolling fatigue that engulfs us when we dial in to a help desk or sit down at a restaurant and the service provider belts out the same tired old lines that have been hardwired in their internal systems making them robotic. Plastic enunciation of words, plastic smile and plastic tone of voice that is as discernable in person as it is on the phone. “What would you like to drink Meeehhmmm(Ma’am)”, “Thanks for calling XYZ we’re happy to be of service to you” or the old and tired disembarking script “Thank you for flying with...

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The Customer is An Asset

The dictionary describes an asset as a useful or valuable thing, person, or quality. The business dictionary goes ahead to further qualify this as “something valuable that an entity owns, benefits from, or has use of, in generating income. It proceeds to enumerate the definition in accounting terms as “something that an entity has acquired or purchased, and that has money value; and that assets shown on the business balance sheet, are usually classified according to the ease with which they can be converted into cash.” With this definition, the customer then takes on the shape and form of...

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The 3 Cardinal Rules of Customer Experience and Love…..

There are three cardinal rules around delivering exceptional customer experiences that have to do with LOVE… No matter the circumstance, industry sector, business environment, sector of the economy or professional inclination, the rules remain the same. Steadfast and unchanging:- Love yourself Yes!  The legendary Dr. Wayne Dyer often used a powerful analogy about squeezing an orange. He’d squeeze an orange at the beginning of his presentation and invite his audience to comment on what they observed coming out. They would invariably shout out ‘orange juice’ with each squeeze, wondering why he would keep repeating the act. The lesson behind...

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Wow Customer Experience – What’s That????!!!!!!

In a brainstorm meeting yesterday, we were trying to define what constitutes a “Wow” customer experience. The five of us – four customer experience strategists and one brand guru had such interesting viewpoints that I feel compelled to share. We asked ourselves so many different questions including:- Is it when that hotel has all your booking details and remembers your preferences including choice of room and preferred drink? Is it when that restaurant welcomes you and has the food just right and the service is both respectfully aloof but warmly attentive at the same time? Is it when your...

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Welcome to See Service

Carolyne Gathuru

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