Learning to Defend Your Brand Online is a reputation management practice that should be in every customer service 101 course. It takes years to build a brand, unfortunately, there aren’t many shortcuts. You build a brand—like a reputation, one impression at a time. Every encounter with a customer results in either a “deposit” or a “withdrawal” in your “brand account.”
Customer Service Training - 10 Reasons Why Awesome Customer Service Is All That Matters
Any customer service training program worth it's salt, will emphasize that the single most important focus of your business is to deliver an amazing experience for your client.
That's it. There is nothing else more important than making sure every memory of you by your customer is one of delight.
Now, that is certainly not easy to do.
I am sure you have been there, lined up inside the bank thinking this is the "worst customer experience"! You wishfully look forward toward the multiple counters hoping that somebody will appear and stand behind them and say those magic words “next please”.
1. You have to NEED to make it.
Wanting to make it is not enough. It must be your one true calling. If you're willing to be broke, with no direction home, you might possibly make it. Sacrifice is the key element.
2. You have to be great.
Good is not good enough. You've got to blow our minds.
The breakfast talk was entitled "From Backyard to Big Business" and it was an insight into Michael Malone's take on leadership as evidenced with the company he had founded and still runs being iiNet. The actual story of how iiNet evolved in itself is a great tale but that is best covered via this link.
My take on what Michael had to say revolves around 4 key take outs:
I dropped into a cafe yesterday afternoon that I had not frequented before, and met the happiest barista known to man. The place was jumping with happy staff, customers and hangers all over the place.
Center front in this tiny cafe was a huge cork board filled with memorabilia. There were postcards, napkins with poetry on them, illustrations, concert tickets you name it. It was fun scouring the board whilst I was waiting for my coffee and then it hit me..... by simply taking the time to look at this board and enjoying what others had contributed I felt happy.
When I received an invitation to attend a breakfast with a Virgin I was excited. When I found out that the Virgin was the chief Virgin in Australia, John Borghetti I had to be there.
John has been at the helm of Virgin Australia for the last 3 years and in that time he has used his 40 years of airline experience to steer the transformation of Virgin into one of the worlds foremost trendsetting airlines.