Summary
Our aim as a team is to make a meaningful impact for the companies who own the buildings or sites that we work in. To do this we want to deliver excellent customer experiences to our occupiers, guests, residents, retailers, shoppers and visitors – anyone that works, lives or visits our sites.
To be able to do this we need to understand what our customers want and need, both physically and emotionally.
The experience from the customer’s perspective
This is all about thinking about the customers experience differently. Looking at it from their perspective rather than from our point of view so we can improve their experience.
Each experience we have has both a functional and an emotional goal. For example, when you buy a birthday card (that’s the physical part) you want to celebrate a person’s birthday and for them to feel special (that’s the emotional part).
We all judge each experience based on what we See, Hear, Think and Feel. This is normally an unconscious thing but it then affects what we say and do following that experience.
What you need
- Paper for the team to write on.
- Have what this module looks at and video on the screen ready to play.
- Print off the ‘The Six Pillars’ of Customer Experience Excellence to use when discussing what makes a great customer experience.
- Room for the team to be together in small groups.
Exercise
This is an interactive exercise that explores what it is like to be a customer. Everyone in the team will be someone’s customer, e.g. the high street bank, the bus company, the supermarket, the mobile phone provider. We will explore how experiences are based on what we See, Hear, Think and Feel. For example, this is not always based on the just the physical elements e.g. the item that you have bought at the supermarket but the way the checkout person made you feel.
RECOGNITION
Please find attached a certificate template to use for recognition of a team member displaying the expected qualities/behaviours of Module 2
Module 2 – Certificate
Module 02 – Certificate (editable)