O'Reilly logo

What'S The Secret?: To Providing a World-Class Customer Experience by John R. DiJulius

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 11. Commandment VII: Zero Risk

Anticipating your service defects and having protocols in place to make it right

We knock the ball out of the park as well as anyone, but there are times we can drop the easy pop-ups.

Trey Matheu, Director of Operations, Nemacolin Woodlands Resort
Commandment VII: Zero Risk

If you have successfully tackled the first six commandments, that means your company is living your Service Vision, training employees to execute the incredibly simple, yet power Secret Service systems you created, and your customers are loving it. Until something unexpected goes wrong and the customer is inconvenienced. Now what? No one said it was always going to work like clockwork. To be honest, perfect world circumstances are rare, and the exception: you can count on human error, call offs, customers being late, technology breakdowns, service interruptions, out of stock items, and undependable vendors. Is your company prepared? Is your frontline employee trained and ready? If these things are normal daily occurrences, then tell me why most employees act like a deer in headlights, when they do occur?

Zero Risk: having all your employees fully aware of the potential common service defects that can arise at each stage of the customer experience cycle and trained and empowered to provide great service recovery when defects do arise, so your company is known to be zero risk to deal with.

Everyone's service ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required