Experience Is Everything: The CX Podcast with Jeannie Walters
Experience Is Everything: The CX Podcast with Jeannie Walters is where customer experience leaders get real strategy for building what comes next, not just managing what already happened. It explores what it actually takes to build proactive customer experience: the mindset that shapes how your team sees every interaction, the strategy that turns that mindset into a plan, and the discipline that makes it stick day after day. Hosted by Jeannie Walters, CCXP, CSP, and author of the USA Today bestseller Experience Is Everything, each episode gives CX leaders real answers they can put to work immediately.
Experience Is Everything: The CX Podcast with Jeannie Walters
What's a Service Code and How Do We Use It?
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❔"I've heard you talk about a Service Code as a tool for front-line customer service...what is it and how would I use one?"❔
A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training manuals and protocols to our CX goals and outlines how we want our customers to feel. Instead of relying on "just be nice to the customer," a service code allows you to get intentional. CX leaders need to start sharing the standards, expectations, and language around your customer experience.
In this episode, Jeannie Walters talks about how a Service Code can help create meaningful experiences that consistently deliver for your customers and your organization. She shares real-life examples and outlines steps to develop and use your own universal Service Code.
Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Article: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/
Experience Investigators Learning Center -- experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)
