Intelligent and compassionate entrepreneurs often get caught in the magical world of the ideal customer experience. But what happens when things go wrong? Join Adam and Jeannie as they discuss how to be prepared for worst case customer scenarios.
Fewer Ruined Days
You’ve created the ideal customer experience, your business is ready to roll. Suddenly something happens: your technology fails, a child gets lost in your store, or someone vomits on your roller coaster.
Do you have a plan? What do you spend your time and resources preparing for?
It sounds like a deceptively simple issue, but dealing with worst case customer scenarios gracefully is essential for a successful business model. After all, in accordance with the Peak End rule, if the customer’s last memory of your service is a bad one, they probably won’t return.
If you’re concerned with high probability and high impact issues, this is the podcast episode for you.
Join Adam and Jeannie as they take on customer experience and worst case customer scenarios to find out how you can “create fewer ruined days for your customers.”
Listen To This Episode!
The Service Capability & Performance (SCP) Standards establish the Global Benchmark for Service Excellence. Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the Service Capability & Performance Standards have enhanced the capabilities and performance of service and support operations worldwide since 1998. Join Service Strategies for an informative Customer Success Workshop in San Diego on October 27th. The workshop is part of the Service Industry Summit event, which brings together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. Visit servicestrategies.com to learn more.
- Jeannie’s blog post, Is Your Mission Customer-Focused or an Empty Promise?
Take care of yourself, and take care of your customers.