Moments of Power 1-4
Moments of Power 1-4 Elevate the customer experience through better service The 8 Moments of Power (MOP) teach you how to recognize and apply 8 key principles of human behaviour to win and keep customers. The first 4 MOP help you and your team to elevate the customer experience through better service.
MOP 1-4 and how to implement them: MOP #1: Power of Context
MOP #2: Power of Expertise
Shape the environment for the customer and employee to reframe how they see things
Demonstrate professionalism and proactive expertise to execute the most important moment of power
Frame the customer and employee experience by • Creating the physical environment, incl. layout, decoration, cleanliness • Controlling the smell & sounds whenever possible • Setting and living a culture based on consistent brand values, leadership, HR and communication guidelines, etc. • Creating a contrast to anchor a customer’s decision when presenting products and services
Show expertise by • Keeping promises • TO (taking ownership) • FU (following up) • Knowing products, services & processes • Asking questions/listening to understand • Giving advice and educating • Explaining steps in the process • Following up (when not expected) • Appropriate dressing & grooming
MOP #3: Power of Liking
MOP #4: Power of Problem Solving
Build relationships by being personable and recognizing the customer
Be efficient, friendly and find the right resolution
Build memorable experiences and build relationships by • Making sure to ace the 3Rs • Having the right mindset • Personalizing attention, discovering similarities through great conversations • Complementing the customer
Turn every complaint into an opportunity to gain a loyal customer by • Positively impacting the employee’s attitude • Creating consistent goals and policies • Empowering the employee: giving freedom and tools to resolve the problem, enabling to “take ownership and follow up”(TOFU) • Setting up a routine to review learnings from past complaints to prevent repeat occurrence and ensure that interactions and outcomes are the best they can be
3 tips to leverage 4 MOP: Check in with each employee regularly to reinforce awesome service outcomes
To receive positive word-of-mouth the service has to be reliable, responsive and focused on building relationships (in that order).
The 3Rs Ask: What are the 3Rs? What do customers expect from you? When do customers recommend our organization?
4 steps to a perfect service score Reinforce awesome service outcomes by coaching your employees:
TOFU Incorporate the principles of Taking Ownership and Following Up into your business: How can you align TOFU with our vision, strategy, brand and processes? Ask them: What does TOFU mean for your position? How can we empower you to TOFU?
MOP 1-4 and how to implement them: MOP #1: Power of Context
MOP #2: Power of Expertise
Shape the environment for the customer and employee to reframe how they see things
Demonstrate professionalism and proactive expertise to execute the most important moment of power
Frame the customer and employee experience by • Creating the physical environment, incl. layout, decoration, cleanliness • Controlling the smell & sounds whenever possible • Setting and living a culture based on consistent brand values, leadership, HR and communication guidelines, etc. • Creating a contrast to anchor a customer’s decision when presenting products and services
Show expertise by • Keeping promises • TO (taking ownership) • FU (following up) • Knowing products, services & processes • Asking questions/listening to understand • Giving advice and educating • Explaining steps in the process • Following up (when not expected) • Appropriate dressing & grooming
MOP #3: Power of Liking
MOP #4: Power of Problem Solving
Build relationships by being personable and recognizing the customer
Be efficient, friendly and find the right resolution
Build memorable experiences and build relationships by • Making sure to ace the 3Rs • Having the right mindset • Personalizing attention, discovering similarities through great conversations • Complementing the customer
Turn every complaint into an opportunity to gain a loyal customer by • Positively impacting the employee’s attitude • Creating consistent goals and policies • Empowering the employee: giving freedom and tools to resolve the problem, enabling to “take ownership and follow up”(TOFU) • Setting up a routine to review learnings from past complaints to prevent repeat occurrence and ensure that interactions and outcomes are the best they can be
3 tips to leverage 4 MOP: Check in with each employee regularly to reinforce awesome service outcomes
To receive positive word-of-mouth the service has to be reliable, responsive and focused on building relationships (in that order).
The 3Rs Ask: What are the 3Rs? What do customers expect from you? When do customers recommend our organization?
4 steps to a perfect service score Reinforce awesome service outcomes by coaching your employees:
TOFU Incorporate the principles of Taking Ownership and Following Up into your business: How can you align TOFU with our vision, strategy, brand and processes? Ask them: What does TOFU mean for your position? How can we empower you to TOFU?
