This document discusses the key aspects of providing a great customer service experience. It emphasizes that while any company can build a good product, great customer service is what keeps a business successful. It outlines several principles for achieving great customer service, including setting high standards, training employees properly, focusing on building a dedicated team rather than just hiring employees, listening to customers, and making the customer experience memorable. The overall message is that customer service should be a top priority in any business.

1. SERVICE EXPERIENCE
THE FIVE STAR CUSTOMER

2. TEXT
MICHELE BUTCHER-JONES
▸ Support Rocketeer for WP Rocket
▸ Owner of 13Core
▸ WCUS Organizing Team
▸ WPKids
▸ Lead Organizer for Southern
Illinois WP Meetup
▸ Teacher/Mom/Photographer

3. GREAT CUSTOMER SERVICE?
WHAT IS

4. ANY COMPANY CAN
BUILD A GREAT PRODUCT,
BUT IT TAKES GREAT
CUSTOMER SERVICE TO
STAY IN BUSINESS

5. GREAT CUSTOMER SERVICE?
WHAT DOES IT TAKE FOR A COMPANY TO BUILD

6. SET YOUR STANDARDS EARLY IN THE GAME
▸ As an owner or manager set the standard for customer
service
▸ Training
▸ Have your standards written down and accessible to
everyone

8. THE RITZ CARLTON PROCESS OF CONSIDERATION
▸ Part of a systematic approach for achieving the Key
Success Factors?
▸ Driving employee empowerment and innovation?
▸ Embracing product and service benchmarking?
▸ Based on research of proven best practices?
▸ Transferrable to the company’s culture?
▸ Effective in creating a culture of innovation?
Is it…

9. BUILD A TEAM, DO NOT HIRE EMPLOYEES
▸ Everyone should “want to be there” and not there to get a
paycheck
▸ Take time to find the right person for the position
▸ You can always teach skills, but you can not teach
inspiration and dedication.
▸ Have the applicants to talk to the CEO, the middle man,
and the last new hire so they learn about all aspects of the
company.

10. TRAINING TIME
▸ Do NOT train by fire.
▸ Train on the technical and the personal aspects of their
position
▸ Give the time for appropriate training
▸ Make sure the trainers know the job they are training
others in

11. FOR EMPLOYERS AND MANAGERS
▸ Happy team members will go above and beyond their
minimum standards
▸ Respect goes both ways
▸ Engage in the department
▸ The janitor is as much a part of the team as the CEO
▸ Sometimes you have to roll up your sleeves and join your
team for it to be a success.
▸ Great leaders take the time to ask and listen

13. PROVIDE WHAT IS NEEDED TO SUCCEED
▸ Ensure the technology is appropriate for the work being
completed
▸ Give trust to your employees that they will make the best
decision with what they are given
▸ Talk with your team to ensure positive work environments
and their needs are being met.
▸ Always look to improve

15. TEXT
IT IS NOT ABOUT YOU
▸ It is about providing a business based on service or
products for others.
▸ You may own the company but you work of every single
person who buys your product or uses your services.

16. PERFORM LIKE IT
ANY COMPANY CAN BE CONSIDERED 5
STAR BUSINESS IF THEY

17. HOW DO YOU CREATE
A 5 STAR CUSTOMER
SERVICE EXPERIENCE
EVERY TIME?

18. BE NICE!
NUMBER 1

19. BE WELCOMING
KEEP THE DOOR WIDE OPEN

20. BE KNOWLEDGABLE
WHEN YOU TALK TO THE CUSTOMERS,

21. BE A LISTENER
LEARN WHAT EXACTLY THE PROBLEM IS
SO ASK AND

22. BE ENGAGING
IN ALL OPPORTUNITIES

23. BE OBSERVANT
TO PROPERLY MAKE AN EXPERIENCE AN
AWESOME EXPERIENCE, ONE MUST ALWAYS

24. BE ANTICIPATING
WHEN YOU KNOW THE NEEDS AND WANTS
OF YOUR CUSTOMERS IT HELPS TO

25. BE HUMBLE
YOUR BUSINESS RELIES ON YOUR
CLIENTS AND/OR SERVICES

26. BE EMPATHETIC
TYPICALLY CUSTOMERS ARE ALREADY
UPSET

27. BE IMPRESSIONABLE
THERE IS ONLY ONE FIRST TIME,

28. BE MEMORABLE
WHEN YOU ARE EXCITED ABOUT WHAT YOU
DO, IT LEAVES A LASTING IMPRESSION

29. ALL HAVE OWNERSHIP
FROM THE CEO, TO THE JANITOR TO THE
SUPPORT PERSON

30. BE ACCOMMODATING
SOMETIMES THINGS DO NOT ALWAYS
GO AS PLANNED

31. AND MAKE IT A POSITIVE
EXPERIENCE
IT IS ALRIGHT TO FIRE A CLIENT

32. INTRIGUED ON LEARNING MORE ON THIS STYLE OF CUSTOMER SERVICE?
SOME OF THE INFORMATION HERE IS FROM/BASED
ON THE BOOK “THE NEW GOLD STANDARD: 5
LEADERSHIP PRINCIPLES FOR CREATING A
LEGENDARY CUSTOMER EXPERIENCECOURTESY OF
THE RITZ-CARLTON HOTEL COMPANY.
https://www.amazon.com/The-New-Gold-Standard-Ritz-Carlton-ebook/dp/B0015DTUSE

33. QUESTIONS?