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How can you lead your organization to long-term success? Here’s what my most successful clients do: They level up their customer service and add more value to their offerings.
Exceptional customer service is a differentiator that creates more value for customers and sets your organization apart from the crowd. But your team can’t improve service without a clear idea of how good or bad your service is right now, and what changes or improvements will actually be valued by your customers.
So you need to evaluate your SERVICE QUALITY based on how your CUSTOMERS perceive it. And you need to know WHAT your customers value, so your team can make improvements that customers ACTUALLY care about.
Watch the video to discover two frameworks to help you add more value to your offerings.
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Below is an Autogenerated Transcript
Four different categories of value.
The first category, let’s call our produtos primarios.
At Sicoob, you have financial products that you can make available for a new business, for a growing farmer, for a family that’s having a hard time, for a student that wants to go to school, for someone who wants to build a house, for a community that wants to get stronger.
You have produtos primarios. Yes?
You also have sistema de entrega.
[indistinct]Mobile, online, ATM, tellers.And you have you.
You, the people of Sicoob. the educators about the products. You, the people who help other people smile. Friendly, patient, helpful, considerate, kind, taking care of people, helping people, remembering people, encouraging people, teaching people.
Now how good are you in each of these four categories? How well do you understand our products? How fast do you reply to our customers, our members? How friendly and helpful are you? What kind of a relationship are you creating with the people that you serve?
Well, if we take these Four Categories of Value and we ask you the question, “In which category can you create more value?”
…We could put the Six levels of Service With the Four Categories of Value, and you could answer the question, Where am I now? And where can I step up?
