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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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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