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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
Ken Lucci & James Blain, Ken Lucci, and James Blain द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Ken Lucci & James Blain, Ken Lucci, and James Blain या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.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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