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The Customer Experience: From the First Phone Call to the Final Thank You, with Bruce Heinrich
Manage episode 454939207 series 3614002
Το περιεχόμενο παρέχεται από το Ken Lucci & James Blain, Ken Lucci, and James Blain. Όλο το περιεχόμενο podcast, συμπεριλαμβανομένων των επεισοδίων, των γραφικών και των περιγραφών podcast, μεταφορτώνεται και παρέχεται απευθείας από τον Ken Lucci & James Blain, Ken Lucci, and James Blain ή τον συνεργάτη της πλατφόρμας podcast. Εάν πιστεύετε ότι κάποιος χρησιμοποιεί το έργο σας που προστατεύεται από πνευματικά δικαιώματα χωρίς την άδειά σας, μπορείτε να ακολουθήσετε τη διαδικασία που περιγράφεται εδώ https://el.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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