Delivering excellent services to our customers and residents, based on strong insight and relationships.
To help support the EPIC behaviours, we have collated some useful online resources below. Over the coming weeks we will continue to add to these resources – if you would like to recommend anything then please get in touch with us on firstname.lastname@example.org.
Work in partnership with customers to build trust and confidence ♦ Do what you say you are going to do.
Provide clarity of the service the customer can expect and aim to do more.
Seek feedback and pay great attention to find out what the customer wants and help them to get it.
Be credible; professional and honest ♦ Consider the impact of actions on customers.
Operate with a business mindset ♦ Respect and value our customers.
Deliver a service that focuses on making the customer successful.
- 'Want to Help Someone? Shut Up and Listen!' by Ernesto Sirolli If people spend their whole professional careers telling others what to do, then they don't really have their hand on the pulse of what's happening. In order to help consumers make better, or at least easier, decisions out in the marketplace, businesses must listen rather than impart their own assumptions.
- Creating Guest ‘Evangelists’ through Customer Service Tom Costello explains how to create awe-inspiring service stories to turn customers into evangelists and propagators of your brand.
- Customers are Guests not Problems Hospitality industry expert Jan Gunnarsson discusses how customers should not only be identified because of the problem or query they bring, but also as guests.