Published on February 27, 2014
Customer Service Like You Mean It: Creating Authentic Experiences that Drive Revenue Holly Duckworth, CAE, CMP
A little about me: • 120 nights a year in a hotel • With an average 2 meals or more a day in a hotel • 240 + restaurants • Retail shopping magnet from Mall of America to Walmart • Hallmark - Shilo Inn’s - Bank of America
MSN Money Magazine 2013
"Everyone at FedEx is committed to placing customer needs at the center of everything we do," the company said in a statement.
"People are looking at the entire customer experience, and this is an important thing that companies aren't realizing these days," he added. "It's not just that someone is smiling at the front desk." !
C A R E
C ! CLARITY OF PURPOSE
Body Language ! • Open & Welcoming • Smiles • Head down/Closed • Point the “naught bits: • Uniforms - identify you to staﬀ • Name Badges - make the experience personal
A ! Attitude
R ! Responsible
10 Commandments of Customer Service
E ! Energy & Experience
C A R E
Contact us for: Speaking, Strategic Visioning & Consulting Holly Duckworth, CAE, CMP Chief Connections Officer & CEO! Leadership Solutions International! 503 887 4112! @hduckworth
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