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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
Treść dostarczona przez Ken Lucci & James Blain, Ken Lucci, and James Blain. Cała zawartość podcastów, w tym odcinki, grafika i opisy podcastów, jest przesyłana i udostępniana bezpośrednio przez Ken Lucci & James Blain, Ken Lucci, and James Blain lub jego partnera na platformie podcastów. Jeśli uważasz, że ktoś wykorzystuje Twoje dzieło chronione prawem autorskim bez Twojej zgody, możesz postępować zgodnie z procedurą opisaną tutaj https://pl.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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