Broadcasting Secrets – Social Networks
How Social Networks have changed customer service forever!
Your secrets will now be broadcast at an unfathomable speed.
The ability to broadcast has now accelerated word-of-mouth to a point where one person can now tell millions of avid listeners – but you don’t know which customer has the audience.
The ‘Broadcasting Secrets’ module equips organisations to control parts of the conversation and helps EVERY employee understand the criticality of their role.
Guarded Secrets – Managing Personas
It is no longer sufficient to treat everyone the same. We all know that each customer is different, however, the secret is to understand that each customer has multiple personalities. Multiple personalities are also found in front-line staff. The secret to one-on-one service is to connect with the individual, however people guard their secrets, they guard their personalities.
The ‘Guarded secrets’ module helps front line Service and Sales unlock the key to managing our personal secrets.
Hidden Secrets – Traction and Action
Some organisational secrets are open for all to see yet they are hidden from full view. A customer can clearly see the service offering, but the organisation cannot see what the customer sees. Learn the experiences of tens of thousands of mystery shoppers which reveals what does, and does not work.
The ‘Hidden Secrets’ module reveals the truth about what is really being experienced by customers across a variety of industries through data which is inaccessible to the public.
Service Secrets – Levels of Service
Just like the multiple personalities of customers, service is not consistent. Organisations can be graded into one of 6 levels of service. For most organisations there is no way to understand or measure their grade. For most organisations it is like paying basketball on a deserted island, you never really know how good you are. The secret to the grading is not the actual grade, but the process of understanding the grade – it’s more about the test than the result.
The ‘Service Secrets’ module allows organisations and individual departments to grade their service offering beyond the simplicity of good to bad ratings.
Selling Secrets – Sales
The secret to sales is simple. Match the customer’s needs and wants to your value offering and you should have a sale. Unlocking the secret of ‘how’ to make the match is the elusive golden egg. A sale is the ultimate expression of fantastic service.
The ‘Selling Secrets’ module provides staff with the secret to using service to create sales.
Ultimate Secret – Meaning
The ultimate secret of an integrated service organisation is to have a clearly articulated meaning to the organisation’s existence. Über Service companies know that Service initiative and training alone do NOT produce world leading service organisations. The purpose for an organisation’s existence may seem obvious, but it is the most elusive question for ordinary organisations.
The secret is that only very few organisations understand why they exist.
To unlock that secret is to unlock the ultimate secret.
The ‘Ultimate Secrets’ module provides organisations, departments, and even individuals the insights to tools which unlock the ultimate question of why the organisation exists.
If you don’t know why you exist, how will your customers?
