Summary
Extra touches, attention to detail and small things can make a BIG difference to our customers. A personal interaction, a thoughtful touch, or going beyond customer expectations can make the experience extra special and create memorable moments (moments of truth).
No two days are the same, different situations happen and you all create special experiences every day. Now it’s time to celebrate all that hard work and recognise both individual and team achievements. By sharing examples and experiences as a team, you can all reflect on how to make the customer experience special.
Examples of moments of truth
- Escorting a female occupier to her car as she was concerned about an over familiar guest in the building.
- Searching the signing-in records to find a florist’s name for an occupier’s new receptionist who had no handover notes and needed to urgently order some flowers for their boss.
- Listening to where a visitor is going and calling the lift so once they have finished signing-in the lift is waiting for them.
What you need
- Have what this module looks at and video on the screen ready to play.
- Gather moments of truth examples for your team and have them ready to share, and/or ask members of the team to bring with them examples of when they have seen people go beyond in their role.
- Flip chart paper to capture the positive moments given by the team.
- Have ‘The Six Pillars’ to hand to be able to relate the actions of individuals against the Customer Experience Excellence framework.
- Room for the team to be together.
Exercise
Negative feedback often gets shared more than the positive. This exercise is to explore what moments of truth the team have witnessed or delivered and to encourage them to look for opportunities to create more. Positive feedback can re-energise individuals in the team and make them feel appreciated for their efforts. It can encourage them, and those around them, to continue to deliver great service to enhance our overall customer experience.
