Duquesa D. Dean's Blog

#vision #purpose #emerge #stronger

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As I sat in the lobby of this business establishment listening to the various client interactions both by phone and in person, I started to smile.  I smiled because they were getting so many of the service concepts right. 

As a customer service professional, it is second nature to take note of the service standards at each establishment I conduct business with. 

As I sat there, I was able to identify their sequence of service, their service standards and the fact that they considered the entire customer experience. 

I was at this business on Saturday having a diagnostic done on my vehicle because after the amount of rain Hurricane Dorian deposited in the area I reside, the jeep's computer system flashed that there was a challenge that needed to be checked out.

From the very first interaction which was by phone, I knew that the service was going to be great.  The lady had a pleasant tone, was professional, courteous and efficient.  She had excellent telephone etiquette.  She listened, asked clarifying question, set the appointment and provided directions to their location.

When I arrived at the location, it was clean with a fresh scent. It was dust free, with current reading material for customers to browse while waiting. 

The staff members were friendly.  They smiled as they interacted with customers and answered questions knowledgeably.  Even when I was reprimanded for not knowing the model and year of my jeep, they did so in such a friendly way while explaining  the importance of knowing this important information. (I'll do better. I promise).

I was impressed by every single staff member. From the owner to the customer service representatives, to the mechanic staff.

They all spoke appropriate greetings as they entered the office, they were clean and neatly dressed. 

It was great to sit in an environment where staff members were not engaging in inappropriate idle conversation in customer earshot.  

I stood, glancing out of a window that showed the mechanic work areas.  I'm impressed by it's cleanliness. 

I started to wonder why it was taking so long for this diagnostic to be done.  As if reading my mind, the customer service representative shared that it should take an hour but they do a detailed diagnostic which sometimes takes longer.  My vehicle has quite a bit of computerized areas and they want to check them all. She explained that the plus to that is I'd know everything about what's happening with the vehicle once they were done.

Impressed yet again. They observed their clients, they read their clients and provided appropriate information to them.

When the diagnostic was completed, the mechanic came in to discuss it with me.  He took the time to explain what was going on.  It felt like I was in a doctor's office receiving lab results. :-).

As I left the establishment, I smiled.  It's a rare find.  It was obvious that the proprietor knew the brand he wanted to project to the public.  It was clear that his vision & mission was properly communicated to his staff and that the employees believed in them.  It was obvious that the client experience was a priority.  It was clear that the policies were enforced.  One thing was certain, he had the right fit for the roles in his business.

This experience was flawless and fabulous!

Delivering on exceptional customer service does not happen by chance.  It takes deliberate work.  It takes a clearly defined vision, a clearly developed mission, employees who buy in, leaders who monitor, coach and support their teams.  It takes accountability on all levels.  It takes having a guiding sequence of service, service standards, building a strong business brand and a clear process for customer recovery.

If you are a business owner and would like to discuss, create and tweak your customer service strategy, I'd love to help.  I'm passionate about helping businesses build their service brands. 

As a result of working with me, clients share that they'd never even considered some components of the customer service experience as well as how their brand was impacted by it.  By implementing the strategies we create, their service levels increased which resulted in greater customer loyalty as well as higher revenues.

The thing is though, even with the best strategies, having well trained employees is essential to providing great customer experiences. 

To assist with training employees to understand the what's in it for me principle, as well as the helping them to see the staggering costs associated with poor service, how to show concern for customers, how to create a customer friendly environment and how to build relationships with customers that really count, my next customer service training is scheduled for Wednesday October 2nd, 2019.

My goal as a corporate trainer is always quality over quantity.  There are limited seats available for this session.  The maximum registration is 25 participants.  

To register your employees please use the following link:

https://duquesadean.com/index.php/events/event-timeline/coaching-events/customer-service-and-sales-workshop-2

I look forward to helping to build the customer service proficiency of your team as well as helping to raise the customer service brand of your company.

 

Duquesa D. Dean is a Certified Corporate Trainer, Speaker and a Transformation Coach. She is an Associate Trainer with the International Board of Certified Trainers and a certified Coach, Speaker & Trainer with the John Maxwell Team.

Duquesa is the author of three books "Chase Your Dreams", "Sister, Stand Up Again & "Bruised But Not Broken".

To book Duquesa, email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 242-424-6012

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In the words of John C Maxwell, talent is not enough. 

Yes, having talent is a good starting point but talent alone will not achieve your dreams. 

Here’s a story that illustrates this point.  My son always aspired to be a professional basket player.  He is very talented and was the star of his basketball team in high school.  After graduation he enrolled in College where he tried out for the college basketball team.  He was successful in his quest to be a member of the school’s team.  His talent got him this opportunity.  Skip a few months down ahead.  My son is now a more disciplined and focused player.  The progress he has made is evident.  His talent laid the foundation and helped him to get on the team and to eventually be the team's lead player.  His raw talent gave him the opportunity but the Coach harnessed his potential and helped him to develop into a much better player which opened the door to many new opportunities including attending a basketball camp in Spain and receiving an offer to play ball on an international level.

The importance of having a coach as we pursue our dreams cannot be understated.  Experienced professionals in the field we are navigating can help us to develop our talent and strengthen us. 

As expert coaches work along with us, they help to broaden our horizon, develop our talent, help us to avoid costly mistakes, help us handle difficult situations and overcome events that may try to derail us.  They help us to navigate the choppy waters that lead to successfully achieving our goals.

Many people prefer to go it alone or think the cost of hiring a professional coach is excessive.  Here are powerful words from Oprah Winfrey that drives home this point.  “For every one of us that succeed, it’s because there’s somebody there to show you the way out.” 

You can never journey to a new place without a map.  Stacia Pierce from the Millionaire Blog shares that “Successful people are check points along the path to success.  Oprah has always been candid about the advice she received from mentors like Maya Angelou, Bill Cosby and Sidney Poitier.  For those you admire, if you want their success, be smart enough to model their lives.”

Are you ready to create a better life?  Are you ready to stop living in a rat race?  Are you ready to move to the next level?  Are you ready to experience a higher level of success?

Find an experienced coach or mentor.  Their experience, guidance, their ability to extract your full potential and develop your nature talent will be well worth the investment.  We invest in others. We invest in electronics.  We invest in material possessions.  We very quickly invest in new fads and trends.  It’s time to reconsider your investments and invest in YOU.

Know this - the successful person invests in him/herself.  The rewards far outweigh the cost.

 

Duquesa D. Dean is a Certified Corporate Trainer, Speaker and a Transformation Coach. She is an Associate Trainer with the International Board of Certified Trainers and a certified Coach, Speaker & Trainer with the John Maxwell Team.

Duquesa is the author of three books "Chase Your Dreams", "Sister, Stand Up Again & "Bruised But Not Broken".

To book Duquesa, email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 242-424-6012

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