CX Tip #31: Develop Simple Service Standards

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CX Tip #31: Develop Simple Service Standards
(Customer Connectedness, Employee Engagement)

NBA’s Oklahoma Thunder has identified five CLICK!™ With Your Guests non-negotiable service principles:

  • C – COMMUNICATE COURTEOUSLY (practice the golden rule)
  • L – LISTEN TO LEARN (rather than listen to respond)
  • I – INITIATE IMMEDIATELY (being proactive)
  • C – CREATE CONNECTIONS (everyone is a VIP)
  • K – KNOW YOUR STUFF (knowledge is power)

All front‐line team members, from parking to concessions, participate in the required CLICK! With Your Guests on-boarding program, which provides training and tools to create memorable experiences. Click for more info

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Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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