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Discover the 10 Secrets to World-Class Customer Care!
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• Your enterprise must move beyond mere customer service. • To astonish is “to strike with awe and wonder.” • Darby Checketts traveled the globe to teach over 300 organizations
how to create that “WOW” experience, which ignites customer loyalty. • Now, his book and supporting products let you lead the way to “raise
the bar” for customer care within your own organization.
24 Slides: Copyright © 2012 by Darby Checketts
VISION
VALUES
GOALS
Performance and
Accountability
The 10 Secrets are based on the four-dimensional “R-A-E-I” strategy
developed by Darby Checketts.
Be Customer Champions!
Purpose
The Power of Purpose…
“A machine or computer can do the work of 50 ordinary men and women. There is no machine or computer that can do the work of a single extraordinary person.”
Ask yourselves…
1. What would our customers tell us is the most important thing we do? 2. Why is what we do truly important to them and to us? 3. What is it about our enterprise and team that is extraordinary? 4. What are the most essential commitments we must make to be sure
our customers are positively astonished?
Get Connected
Interdependency
Chain of Customers
What is most important to
whomever’s next in line?
Get It Together
Streamline
What is the team energy inside the
natural conflict that occurs?
Know Your Customers
Listen
Observe customers!
How does this occur?
Know the Bear
Competition
Is this a Moment of Truth?
What bear? Name the bear.
What is our competitive edge?
Take Ownership
Commitment
When the
customer calls,
there’s magic in
the response:
“I am the one. I
don’t pass the
buck.”
Remember: The buck
stops here!
Stake Your Reputation
Professionalism
What is a
hallmark?
It is a mark on the wall
in the hall against
which all other tables
are measured. It’s
about standards of
excellence…
Your Pride Factors!
Royal Carpenter, I need three more tables just like the excellent one you finished last week.
Add Value – Each Step
Consistency
What carries weight
with the customer?
What lifts the customer?
Smooth the Way
Hospitality
What does
hospitality
really, truly,
honestly
mean?
Create Options
Innovation
What/who is
a world-class
problem
solver?
A companion resource…
The 29Q Guidebook will prompt practical and energizing conversations that will strengthen your team and enhance your quality of work life. You will all be astonishing!
These slides are a partial introduction to the book:
CUSTOMER ASTONISHMENT: 10 Secrets to World-Class Customer Care
by Darby Checketts The book is available directly at www.CustomerChampion.com
along with other educational products and the CustomerChampionTM professional certification program.
The book is also available at Amazon.com, Barnes & Noble, and through your local bookseller.
This Slide Show: Copyright © 2012 by Darby Checketts
Special Acknowledgement: This presentation is based on the principles contained in the Customer Astonishment book. The artwork benefits from collaboration with one of my finest clients. Special thanks to the Mercury marketing team. −Darby Checketts