John DiJulius | Customer Experience Blog


Russia’s Customer Service Overhaul; Your Director of First Impressions

Director of First Impressions – In a professional office environment, when you might get less than a dozen scheduled visitors a day, a great and easy Secret Service system is to display a sign welcoming people who have appointments that day, i.e. “ABC would like to welcome Joanna Smith.”  At The DiJulius Group this responsibility falls on the Director of First Impressions, the first person our guests see as they walk into our office.With the aid of Social Media platforms, such as LinkedIn, we personalize this sign so our welcome monitor doesn’t just display our client’s name, but their picture and logo as well. This provides a unique experience for the visitor; it also educates the staff on who to expect, at what time and what that person looks like so they can recognize them by name.

 

Picture the traditional office visit experience: You have an appointment at your accountant’s office or you are interviewing for a new job, you walk into the business and the receptionist says, “Can I help you?” You say, “Yes, I am here to see Mike Jones.” The receptionist asks, “What’s your name?” You tell her, and she notifies the person and eventually Mike comes out to welcome you. 

 

Now imagine walking into an office for an appointment and you see a monitor that welcomes you by name and displays your picture. The receptionist says, “Hi, Joanna.  It’s is nice to see you. Mike is expecting you, so let me tell him you have arrived. Can I get you some coffee, tea or water?” On top of that, two or three other people greet you by name as they walk by.

 

Customer Service Huddle – Carter Mario Injury Lawyers has six fully staffed offices across the state of Connecticut. Keeping everyone engaged in the firm’s Customer service culture can be difficult across multiple locations. While the firm conducts early morning “huddles” every day before work begins, Wednesday mornings are especially

reserved to discuss Customer service. Using video conferencing technology, each office can see and hear each other in real time, and discuss topics like “how do you take ownership of challenges in your life?” Everyone benefits by hearing the responses of each office, and it keeps the multiple locations connected with a common focus. See more of Carter Mario’s world-class hospitality best practices.

 

Russian Hospitality?  An article in the New York Times shared how Russia is trying to remove the stereotype of scowls, cold stares and unfriendly encounters, Russia is attempting to change that image. Russian Customer service has been a hot topic and a transformative trend brought about by the rising demand of middle class consumers. The main message: Smile and be friendly. Some have even predicted that Russia will soon leapfrog the West in Customer service.  Read entire article

 

 

Johnism

 

 The answer’s yes…now what’s the question?

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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