5 Star Service

5′ – 10′ Rule Reflection Activity

Need a moment?

We are all busy people. Sometimes we forget to say hello to our colleagues or even just to look up and give them a smile on our walk out the door. These moments might seem trivial, but they are missed opportunities to elevate your entire company culture. Take a moment to reflect on the moments that could have served your values well.

Handover Service Scenarios

Set the Stage

Great service takes practice - use these scenarios to put tactics to action and feel prepared for your next client/customer interaction.

Inspiring Customer Service

"I thought you'd like to have it."

It can be tempting to give customers an alternative and more convenient option, instead of what they request. In this video, hear how Maria Garcia took ownership of customer experience and delighted one man with a soda.

Service Excellence Self-Assessment

Delighting customers begins with a commitment to excellence.

Building excellent customer service habits can be a challenge for teams and organizations. Those who succeed in establishing service practices that exceed expectations gain loyal customers who will recommend the organization to others.

AIDET®

First Impressions Matter

Research tells us that how people are greeted sets the tone for continued interaction, reduces anxiety, and raises confidence in the organization or individual. Using the AIDET® approach helps us meet these three important objectives.

External Customer Connection Questions

Are your customers telling you how to serve them?

External customers want to feel valued and to trust you are providing the quality service based on their needs and wants. High performing leaders recognize the need to build feedback loops with external customers to inform service quality, improvement, and decisions that may affect service performance.

Handover vs. Handoff

Ensure a Good Customer Experience

Watch as Ted Kirccharr discusses how to properly handover a customer and explain why this is drastically different from a "hand-off" approach.

Use Standards of Service Excellence

How can I guarantee five-star service?

People want to work in organizations known for excellent service. We have all experienced the person who is clearly not smiling on the other end of the phone, not happy to see us walk in the door, or not willing to help us get to the right office. When organizations establish and hold each other accountable to standards of service excellence, a culture of high performance is fostered.

Erica Callaway Karr