- Design environments that encourage people to stay, relax, and chat.
- Elicit product and brand “love” from customers.
- Empower staff to “do the right thing” in all customer-related situations while finding ways to say “yes” and turn difficulty into opportunity in even the most challenging conditions.
- Engage directly with customers in a positive, thankful, humble, or apologetic way every day.
- Provide dissatisfied customers with a reason to sing our praises after resolution.
- Promote and monitor quality service through training and by acting as a positive role model.
- Ensure that the customer always leaves fulfilled by their experience.
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