According to research, businesses that effectively engage their customers – top performing 50% – generated almost 70% greater revenue.

Some fundamental rules to providing exceptional employee/customer encounter:

1. Structured developmental learning improves the confidence/competence loop.

2. Emotion frames the employee-customer encounter. It’s vital to not think like an economist when assessing those interactions.

3. High-performance requires deliberate and interactive intervention.

4. “Consistency is key in high performing Teams – figure out the ‘formula for success’.”-Trevor Moawad.

5. The fundamental errors organizations make are to assume the client interaction always follows the same immutable rules & that all employees should be able to provide exceptional service in the same manner.

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