The 5 E’s Of Customer Service developed by nick ippolito

These are the five values I use to instill customer service techniques to employees. They each encompass a variety of skills, tricks, philosophies and beliefs that employees can use during their work shift when dealing with external and internal customers.

I awaken employees how to separate their SKILLS from their JOB. It is essential to separate the two in order to be successful in their customer service careers. I ingrain into their work “DNA” that Customer Service is Psychology over Policy. Casinos use me to teach non-gaming employees the vital importance of understanding and dealing with the Gambler’s psychology.  The most important aspect I teach is that Employees MUST understand that they are each other’s Customers, first & foremost. If It Doesn’t Happen Internally It Won’t Happen Externally.

deliverables:

• Psychology over Policy
• Protect the Customer Experience
• Analyzing the Mission Statements
• Approach every situation with Empathy

I give them an arsenal of power packed tools to successfully deliver extraordinary customer service to each and every guest:

• Being Knowledgeable
• Anticipate Questions & Problems
• Add Empathy to Every Situation
• Communicate Your Role in the Most Believable Manner
• Having Customer Perspective
• Employee Empowerment
• Adding value and integrity to every interaction
• Be Interested not Interesting
• Avoid One Word Responses
• Anticipate Customers’ needs
• Service Recovery
• And so much more