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The Customer Experience: From the First Phone Call to the Final Thank You
Manage episode 454939207 series 3614002
Контент предоставлен Ken Lucci & James Blain, Ken Lucci, and James Blain. Весь контент подкастов, включая эпизоды, графику и описания подкастов, загружается и предоставляется непосредственно компанией Ken Lucci & James Blain, Ken Lucci, and James Blain или ее партнером по платформе подкастов. Если вы считаете, что кто-то использует вашу работу, защищенную авторским правом, без вашего разрешения, вы можете выполнить процедуру, описанную здесь https://ru.player.fm/legal.
Discover the secrets behind delivering an exceptional customer experience in the luxury transportation industry. In this episode, Ken and James welcome back Bruce Heinrich, Founder and CEO of LEADER Worldwide Chauffeur Services and PAX Training to explore the process from the first phone call to the final thank you, ensuring every interaction turns into a memorable journey for clients.
- Importance of avoiding sensory violations, such as excessive noise and strong odors, to create a pleasant passenger environment.
- The critical role of building rapport and trust during initial client interactions, moving beyond just quoting prices.
- How quality service and attention to detail can increase tips and secure client loyalty.
- Significance of personalized service experiences and proactive follow-up actions to differentiate from competitors.
- Utilizing data-driven evaluations over assumptions to make informed operational decisions and maintain high service standards.
Connect with Bruce on LinkedIn: https://www.linkedin.com/in/bruceheinrich/
Visit LEADER Worldwide's website: https://www.leaderlimo.com/reservation/
Connect with Kenneth Lucci, Principle Analyst at Driving Transactions:
https://www.drivingtransactions.com/
Connect with James Blain, President at PAX Training:
https://paxtraining.com/
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