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About this lesson
Evaluate the customer’s experience and look for ways to improve the service you provide.
Exercise files
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Evaluate Customer Experience.docx54.5 KB Evaluate Customer Experience - Solution.docx
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Quick reference
Evaluate Customer Experience
Evaluate the customer’s experience and look for ways to improve the service you provide.
When to use
After every interaction with a customer, make note of what you did well and what you didn’t do well.
Instructions
Anyone who is successful, whether a CEO, artist or athlete, is always pushing themselves further to be the best at what they do.
To provide the best customer service and improve your revenue, pay check, and be up for promotion, you need to evaluate how the customer would feel about the service you just gave them.
- Ask yourself after every customer experience – did you wow the customer and make the experience special?
- Be honest with yourself. If you did wow them, jot down how. If you didn’t wow them, ask yourself how you would rate their experience on a scale of 1-10.
- Ask yourself what you could have done to make the experience better, faster, and friendlier.
- You can try applying the improvements you identified to your next customer.
- Over time, you will see the things that work and don’t work, and can use this information to your advantage.
- 00:04 In this video, we're going to continue talking about solutions.
- 00:07 And this one's with a little twist.
- 00:09 This one involves you for you.
- 00:12 What do I mean by that?
- 00:14 You're going to evaluate the customer experience from your experience.
- 00:20 Why is that important?
- 00:21 Well think about anybody who's the best in the world at what they do.
- 00:25 Whether it's an athlete or an entertainer or it's a CEO or
- 00:29 it's a booming business, right?
- 00:32 They're constantly getting better.
- 00:34 They're constantly looking for ways to improve themselves.
- 00:37 And if you wanna improve your revenues.
- 00:39 If you wanna improve the size of your paycheck.
- 00:43 If you want advancement.
- 00:44 if you want promotion.
- 00:45 If you really wanna deliver the best customer service,
- 00:49 you have to continue to keep evolving.
- 00:51 So how do you do that?
- 00:53 One of the best ways is to ask yourself, after every transaction or
- 00:57 every phone call or every customer that comes in the door, ask yourself.
- 01:02 Did you wow them and make the experience special?
- 01:07 And be honest with yourself, right?
- 01:09 Because this is really about you.
- 01:11 Did you wow them and make the experience special?
- 01:15 If you did wow them, maybe jot down, keep a little journal,
- 01:19 or put it into your phone, notes, or something, right?
- 01:22 I did wow them and this is what I did, okay?
- 01:26 Or if you didn't wow them, ask yourself,
- 01:29 well on a scale from one to ten, how would you rate their experience?
- 01:34 And maybe if it was an eight or a four or a three, it happens, right?
- 01:39 Ask yourself, what could you have done to make the experience better?
- 01:46 Faster, friendlier, more fantastic.
- 01:49 What could you have done?
- 01:51 Or maybe jot that down.
- 01:53 How does that help you continue to get better?
- 01:57 Well, the next phone call, you can try these things.
- 02:00 The next person that steps in the door, you'll be thinking about these things.
- 02:04 And if you're doing this every day, day in, day out.
- 02:06 You're asking yourself, wow, did I wow them and make the experience special?
- 02:10 Well, on a scale from one to ten, how would I rate that experience?
- 02:12 What could I have done to make the experience better, faster, friendlier,
- 02:16 more fantastic?
- 02:17 What's gonna happen is, you're gonna start to see the things that work.
- 02:21 And you're gonna start to see the things that don't work.
- 02:23 And you're gonna start to get creative.
- 02:26 It's going to really trigger that innovation in you.
- 02:29 And you're gonna think about how could we make this better?
- 02:32 How could we make this different?
- 02:34 Gosh, what could I have done to make that a ten?
- 02:37 And maybe you don't have the answer.
- 02:39 But maybe you'll go to a coworker or maybe you'll go to one of your leaders or
- 02:42 one of your team leads and ask them gosh, you know what?
- 02:46 How would you suggest that I wow them and make their experience even more special?
- 02:51 Okay, and now you've got a collaborative effort as well.
- 02:54 But this is never ending.
- 02:55 When does it end?
- 02:57 Never, it continues to go.
- 02:59 Just like the athletes.
- 03:01 They're always pushing themselves to go a little faster, go a little further.
- 03:05 And they elevate themselves beyond their wildest dreams.
- 03:08 And you can do that too, in customer service and with your business.
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