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Customer Experience Experts Brings You...

Best Practices for Services Committed Companies

An Eight-Step Solution to Achieve Sales and Service Excellence

Here's how to provide knock-your-socks-off service and increase sales...

Best Practice #1: Survey Your Employees

Best Practice #2: Establish Standards of Performance

Best Practice #3: Train Your Team

Best Practice #4: Create an Internal Campaign to Get Your Employees Excited

Best Practice #5: Maximize Your Merchandising, Clean up the Clutter with Merchandising Frames, Literature Holders and Display Kiosks.

Best Practice #6: Use High-Impact Brand Advertising To Let Your Customers Know Why You Are Special

Best Practice #7: Monitor Your Program/Mystery Shopping

Best Practice #8: Reward for Results

Don't Settle For Anything Less Than "Knock Your Socks Off" Sales and Service.

Our Best Practices program has been proven to improve employee morale and performance, as well as increase customer retention and market share.

How "Best Practices" Works

This unique program will increase employee morale, enhance performance and allow you to favorably differentiate yourself from the competition. Our Best Practices program will help you keep customers and increase profits.

We believe that, when the following steps are taken, you will create the sustainable difference needed to ensure that your front line has a positive impact on your bottom line.

Best Practice #1: Survey Your Employees

Learn how your employees would rate you in key areas. Our easy-to-complete confidential survey allows your team members to let you know the degree to which they agree or disagree with the following types of statements. (Naturally the survey would be customized for your organization.)

  • My supervisor provides me with the leadership necessary to succeed in my job.
  • Excellent work is recognized and rewarded here.
  • Our customers get better service from us than they could get from our competitors.
  • We make it a point to find out what customers like and dislike about our services, and how we can serve them better.
  • I know and understand our mission statement.
  • There is a strong feeling of teamwork at our organization.
  • Our company is a better place to work than it was several years ago.

Best Practice #2: Establish Standards of Performance

We can write standards of performance customized for your organization that can be thought of as "the way you do business." Most employees want to do a good job, but many organizations have not put in writing what is expected of them. We know what works, and it can change the way your team members treat your customers, as well as each other, on a daily basis.

Best Practice #3: Train Your Team

We can provide sales and service training that incorporates your customized standards of performance. We'll make it a fun learning experience. Each team member receives a certificate upon completion. Training will increase their confidence and your results. Your employees will learn:

  • The attitude difference
  • How good sales and service managers lead
  • The 15-second difference (for front-line personnel)
  • The perfect telephone contact
  • How to handle the difficult situation
  • How to have front-line personnel pick up on customer clues and make qualified referrals
  • How to build a relationship with each customer
  • How to ask good questions and listen well
  • How to make effective recommendations and handle objections
  • How to close the sale without pressure
  • The importance of effective follow-up

Best Practice #4: Create an Internal Campaign to Get Your Employees Excited

Once your standards (or code of conduct) have been finalized, you'll want to be sure to present them in a very visible way.

Develop an upbeat theme for your revived company philosophy and promote it to your employees by providing them with a laminated copy of your "standards." Wallet cards, paperweights or other items keep the program positive and visible. We can incorporate your standards into everything from employee newsletters to performance agreements. Formalizing the program lets your team know this is not a 60-day program but rather a long-term commitment.

Best Practice #5: Maximize Your Merchandising, Clean up the Clutter with Merchandising Frames, Literature Holders and Display Kiosks.

Merchandising is creating a professional sales and service environment. Customer Experience Experts has a complete line of visual marketing products that will bring life to your lobby. Don't miss valuable sales opportunities with boring queue lines, cluttered customer service areas and blank walls. Deliver your message while you have your customer's attention.

Customer Experience Experts can help you with:

  • Promotional signage displays
  • Directional signs
  • Compliance/Regulatory Signs

Best Practice #6: Use High-Impact Brand Advertising To Let Your Customers Know Why You Are Special

Now you are ready to tell the world what makes your organization the best. A high-impact ad campaign promoting your exceptional service will serve as a foundation for increasing your market share. Today's customers are tired of poor service and would switch if they knew they could get better service.

Best Practice #7: Monitor Your Program/Mystery Shopping

"Catching your employees doing something right" gives you a chance to reward great performance and coach those who need encouragement. Our mystery shopping program will provide a management report letting you know how your organization scored in areas that are most important to you. Additionally, employees receive a "report card" on their individual performances. This can also be accompanied by a reward when they achieve a great score. Your bank's sales and service report card can be provided on a one-time basis, or as frequently as you wish. We can shop locations as many times as needed.

Here's some of what we measure:

  • Attitudes of employees
  • Cross-selling and referral ability
  • Product knowledge, specifically on the products you request
  • Ability to establish the next point of contact by asking customers for their business
  • Appearances of employees and their work area
  • Customer wait times
  • Visibility of brochures or special promotional messages
  • And much more!

Best Practice #8: Reward for Results

Reward and recognition is letting your people know privately and publicly, and in ways that are meaningful to them, when they have done a good job.

Customer Experience Experts can help you:

  • Coordinate an ongoing program for rewarding and recognizing your team players
  • Create a theme, outline the program and supply you with any support pieces necessary to run with your program
  • Provide you with trophies and plaques that keep your reward program visible and are custom designed to represent your brand
  • Coordinate periodic sales rallies or results recognition events

Let's get started

Our Best Practices program can really make a difference in creating a culture of sales and service excellence. We'll be happy to provide you with samples of our work and client references. We'll help make your bank even better than it is. Call 717-371 5310 today, or email us at nancy@customer-experience-experts.com for more information.

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"Good enough never is." --Debbie Fields

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