I recently returned from a boutique Yachting experience in the Caribbean and experienced the most superior service I have ever had the pleasure of enjoying. SeaDream Yacht Club prides itself on offering a unique experience to all that sail with them. With no more than 50 cabins, passenger numbers aboard are small and therefore intimate. There were dinners with the Captain, cocktails with the Captain and his staff, top chef dinners and room service 24/7. Each cabin has its own steward to provide individual service, spa services, fresh flowers, champagne and a list longer than there is space to write.
But, what came from this as I watched, listened and contemplated what really made them special, is that it caused me to recognize that it was the people who worked on the yacht who truly made the experience superb. The staff comes from all over the world! How do they find them, how do they assess them and how do they train them? Whoever does the hiring for SeaDream--they clearly have superior knowledge and skills on how to manage applicants, understand job fit and ensure high level job performance.
With SeaDream Yacht Club in mind, how does your organization create and cultivate your customer service brand? It starts with simply recognizing a customer's service experience as a branding opportunity and then employing individuals who will perpetuate this brand to your clients. To find customer service evangelists, or "Raving Fans" or service heroes (or insert whichever client service superstar moniker you desire here) for your company, look to employee assessments.
ExactHire offers an assessment called the Customer Service Profile as a means to help define the extent to which different values interplay to create your company's customer service brand. It is a tool that identifies the customer service practices that you value as an organization, and then assesses the degree to which employees and/or potential hires align with your practices. By drilling down to look at one's scores for each characteristic in this assessment (behavioral characteristics include Trust, Empathy, Focus, Tact, Conformity & Flexibility), you may quickly determine potential desirable or undesirable tendencies of this person as they relate to his/her ability to deliver on the promise you make to your clients via your customer service brand.
SeaDream Yacht Club employs folks who deliver on their customer service brand and then some...would your customers say the same about the individuals that you employ?
For more information about the Customer Service Profile or any of our other services, please visit our webpage.
But, what came from this as I watched, listened and contemplated what really made them special, is that it caused me to recognize that it was the people who worked on the yacht who truly made the experience superb. The staff comes from all over the world! How do they find them, how do they assess them and how do they train them? Whoever does the hiring for SeaDream--they clearly have superior knowledge and skills on how to manage applicants, understand job fit and ensure high level job performance.
With SeaDream Yacht Club in mind, how does your organization create and cultivate your customer service brand? It starts with simply recognizing a customer's service experience as a branding opportunity and then employing individuals who will perpetuate this brand to your clients. To find customer service evangelists, or "Raving Fans" or service heroes (or insert whichever client service superstar moniker you desire here) for your company, look to employee assessments.
ExactHire offers an assessment called the Customer Service Profile as a means to help define the extent to which different values interplay to create your company's customer service brand. It is a tool that identifies the customer service practices that you value as an organization, and then assesses the degree to which employees and/or potential hires align with your practices. By drilling down to look at one's scores for each characteristic in this assessment (behavioral characteristics include Trust, Empathy, Focus, Tact, Conformity & Flexibility), you may quickly determine potential desirable or undesirable tendencies of this person as they relate to his/her ability to deliver on the promise you make to your clients via your customer service brand.
SeaDream Yacht Club employs folks who deliver on their customer service brand and then some...would your customers say the same about the individuals that you employ?
For more information about the Customer Service Profile or any of our other services, please visit our webpage.
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