Articles

LIMITED TIME OPPORTUNITY: Click to expand and pick your coupon codes below.

Get 50% off on 1-Year Minitab license for any training option

Use the coupon code MTB50 to receive 50% discount when you sign-up for any of our training programs and choose the 1-year Minitab license option, wherever applicable.

Get 1-Year Minitab license at no extra cost when purchasing GB & BB together

Use the coupon code WEBMTBSW to receive a 1-year license of Minitab at no extra cost when you sign-up for Green Belt AND Black Belt virtual instructor-led training with 1-year Minitab license option.

Get $500 off on Virtual Instructor-led training when purchasing GB & BB together

Use the coupon code WEBMTB500 to receive $500 discount when you sign-up for Green Belt & Black Belt virtual instructor-led training with 1-year Minitab license option.

Sign up today!

Customer Experience: You Get What You Give

customer experience, voc, customer service, lean six sigma, six sigma , 6sigma.us

How many times have you heard that statement? You get what you give. It is like a life mantra we have heard since our childhood. When you think about the customer experience, the old adage could never be more applicable. The problem is that as we grow, those words of wisdom get diluted in the wave of customer experience mantras. When trying to resolve a customer experience issue, leaders tend to start applying a thick layer of rules and policies, with an even thicker layer of scripting practices. Without a doubt, these steps are done with the very best of intentions. So why then isn’t the customer experience more effective?

Living the Customer Experience

If you want to get down to the core of the problem facing you with the customer experience, you have to remember the mantra, ‘You Get What You Give.’ Laying on those thick layers of policies and scripting will completely stifle the very people you must depend on to deliver an amazing customer experience. Those who deliver your customer experience must have great guidance and education, with a heavy dose of latitude and freedom when dealing with customers. They must feel completely free to be flexible and responsive when providing an amazing customer experience. Customers absolutely detest being giving a stiff, scripted speech or even worse, dealing with a bot! Not sure if that is true? Think about the last time you received a scripted, cold response when you were on the other side of the customer experience. You get what you give!

Just Be Amazing

Just remember to be amazing and allow your employees the latitude to be amazing! Provide them with solid and clear guidance on what you want for the customer experience. Make sure they are confident with their training, then send them off with a strong assurance that the goal is to create an amazing experience. You are in the people business, not the robot business, so stop trying to deliver a customer experience that is pure robotics. An effective customer experience can easily be created from a thorough and effective Voice of the Customer (VOC) program. An effective VOC program identifies exactly what the customer expects from you. Then, you can go out and just be amazing!

Why wait, get started with our WhiteYellowGreen, or four week Black Belt and eventually be Master Black Belt certified.

SixSigma.us offers both Live Virtual classes as well as Online Self-Paced training. Most option includes access to the same great Master Black Belt instructors that teach our World Class in-person sessions. Sign-up today!

Virtual Classroom Training Programs Self-Paced Online Training Programs