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Unfortunately, the greatest customer experiences don’t happen organically. Nordstrom became renowned for superior customer service after extensive employee training, handbooks and other additional comprehensive resources.
It sounds simple, but the best service comes from those with a plan. I see many businesses that don’t spend enough time scripting their ideal customer experience. Playing it “by ear” will lead to inconsistent, faulty experiences.
Be armed with a strategy that demonstrates what great service does and doesn’t look like, how to measure service, a reward system for employees and more. A lack of planning will only result in a lack of service.
– J.D. Crowe, Southeast Mortgage