The factor of 10% in Customer Service

The factor of 10%. It 's the difference between "Oh, okay" and "COOL". Belle is a word that people use to describe anything in their life that they could live without. And 'interchangeably with "Good".

The factor of 10% is the difference that makes people say "I can not wait to tell my friends about you." What could go either way, could not.

How can we identify this 10%?

It is a combination of observation, the desire to do the right thing and implementation.

The dictionary tells us that the observation means "pay attention" and note what is happening. For example, you may decide to observe the interaction between the customer and your contact person or as I like to refer to their "relationship manager", and watch and take notes. You might want to interview the client after the interaction, and ask a series of questions and even record the interaction with video or other recording device. ("The call may be monitored for training purposes")
You can then determine where or what your "factor of 10%" is. This area has the greatest potential for change, good or bad.

You want to have a standard to measure from. Something that can be compared to it. It can be internal or external.

Then the question: "How can I improve / change what I am doing 10%?" You could also ask the questions: "How could we improve / cure 10% increase / change?" and "What would be the advantage for the customer?"

The next step is to identify what the "right thing" to do. In some cases the right thing can not benefit society or the personnel involved in the short term.

The right thing is always for the long term.
Having a short-term leads to short-term results and ending short-term longevity. For everyone involved.

You must combine the right thing with the desire to make a difference. Desire to change the 10% is the difference between having a meaningful relationship with the customer life and a game show.

"Let's see what we have for our customers today. Let's turn the wheel of incompetence". Plat, plat, plat, plat, plat. "Take a look at where the wheel has stopped! Mr. Customer you are a lucky guy! You really love this prize! Bob, tell them what you have won!" The announcer comes on. "For you, Mr. Customer, we have a steady stream of do nothing and take no action based on your requests delivered to you by none other than our very professional team of people. Now do not let them scare qualifications. These people are trained experts in providing any service to you all and come complete with absolutely no desire to help! This is naturally followed by repeated experiences of exactly the same for the duration of our relationship with you! Enjoy your new award! "Music shows and the scene fades to black.

This is "Game Show" Customer Service.

When the desire is there to do what is absolutely right for the customer, the factor of 10% kicks in.

The last step is implementation. Immediately, if possible. Some actions require the approval and budget and training and all that other good things. And some actions require only the human element to be implemented. These types of actions are generally more effective.
Implementation is the final brick in the wall, the last brush stroke and the finishing touches on your masterpiece.
All companies that want to be only 10% more practice, this 3 step process. They noted, have a desire to do the right thing and implement their way to the top of 10%. What percentage are you?

It will host the game show? ......