What'S The Secret?: To Providing a World-Class Customer Experience

Secret Service Terminology

Above-and-Beyond Opportunities:

Random acts of heroism providing legendary service to the customer.

Customer Experience Cycle (CEC):

The traditional points of contact/interaction a customer will encounter when doing business with you.

Customer Intelligence:

Customer data (i.e., buying habits, purchasing history, personal preferences).

Experiential Actions:

A personal engaging experience delivered to the customer, by an employee that makes them say " WOW," a delightful surprise that the majority of your competitors do not provide. It could be a standard or random (above and beyond) action. It is the reason why our customers return, refer others and become brand evangelists. Examples of experiential actions include using a customer's name, remembering their preferences, or having their order ready before they placed it.

Nonnegotiable:

Standards that team members absolutely must deliver, regardless of the circumstances.

Operational Actions:

Actions that team members must execute to assist in the efficiency of the day-to-day transactions with our customers. Examples of operational actions include cleanliness, dress code, inventory, and lighting. They are unnoticeable to customers and are not the reason customers return.

Secret Service:

Hidden systems that deliver unforgettable customer service.

Service Aptitude:

A person's ability to recognize opportunities to exceed customers' expectations, regardless of the circumstances.

Service Defects:

Obstacles and challenges that can ...