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Exceptional Front Desk Service by Derek Hendrikz

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Exceptional front desk customer service excellence by Derek Hendrikz explores the customer value proposition, customer memory, the feedback loop and key performance indicators for customer care employees.
www.derekhendrikz.com

Published in: Leadership & Management

Exceptional Front Desk Service by Derek Hendrikz

  1. 1. Providing Exceptional Customer Service At the front desk www.derekhendrikz.com Derek Hendrikz
  2. 2. www.derekhendrikz.com
  3. 3. www.derekhendrikz.com
  4. 4. 1. are not satisfied, 19% repurchased 2. are satisfied, 54% repurchased www.derekhendrikz.com
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  6. 6. Exceptional Customer Care CVP Customer Memory Feedback Loop KPI's www.derekhendrikz.com
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  9. 9.  Customers have memories, they will remember you, whether you remember them or not.  Exceptional customer care inevitably requires the provider to let the customer leave with a good / pleasurable / agreeable / pleased / entertained / amused / gratifying / fun memory!!!  Are your sponsors customers or fans????  If you don’t give them a WoW experience, they are probably just customers! www.derekhendrikz.com
  10. 10. Customer Company www.derekhendrikz.com
  11. 11. The secret to any feedback loop is to capture the feedback at the point of experience. We should do something about it and then internalise the learning throughout the organisation. www.derekhendrikz.com
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  13. 13. Derek Hendrikz www.derekhendrikz.com

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