THE 5 C's OF CUSTOMER SATISFACTION

When we say at Escape Room Vlaanderen that we love our players, we mean it. In fact, we are obsessed with players.

We show our love for people by providing excellent service and customer satisfaction. Your company can show love for your people by following "the 5 C's of customer satisfaction" that we practice every day at Escape Room Vlaanderen . We've had tons of players and have excellent reviews on Google, Tripadvisor and Facebook and we think about the 5 C's every day. Keep reading to find out what drives our player-first culture.

Whether you're a local restaurant or a national brand, your business exists because of your people. If you decide not to treat people as headaches or logistical challenges, they can become your secret weapon. If you can train your staff to provide great service, everyone wins. The customers get value for their time and money and your business will continue to grow.

For too long companies have focused on providing one-dimensional service. A store that is always well stocked or a fast drive-through offers one-dimensional service, but it could benefit from customer satisfaction. A well-known quote is: “Service is the technical delivery of a product. Customer satisfaction is how the delivery of that product makes the recipient feel good. One-dimensional service can get a store off the ground, but customer satisfaction and the way your brand makes your customers feel good is the most important aspect that can help your business rise to the top. Follow these best practices to implement a frontline customer satisfaction culture.

CARE (caring)

It starts with caring; it's so simple and complicated at the same time. If you care about your customers, your brand and your product or service, it's natural to create a first-class customer experience. You don't care how customers feel, that their shopping experience is perfect and everything in between.

Some keys to this great experience: being welcoming, being emotional and the customer is always right. Make sure you also have exceptional technical knowledge of your product to best serve your customers and answer any questions you may have. If we don't care about our players or customers, they most likely won't return.

CUSTOMIZE (adjust)

Everyone who visits your business has something unique they are trying to achieve. Every customer has an expectation and if we care about their experience and how they feel in our company then we need to start customizing the experience just for them. Customization doesn't have to mean that your business ends up in constant chaos; it means being a good listener and understanding that everyone is different and wants to interact with your brand in a slightly different way.

At Escape Room Flanders we understand that what each player wants is as unique as they are. To customize the experience, we need to start exploring. What does this player really want? We constantly pay attention to non-verbal cues, tone and facial expressions.

Non-verbal cues, tone and facial expressions are ways customers can tell you what they think and what they want. Perhaps you have a client who wants to talk about the weather while another is clearly in a hurry. We've all been in situations where the staff clearly didn't read our intentions and it hurt the overall experience. If you are alert and involved, you can determine what a customer wants. Once you know what they want, you can better meet their needs.

After listening carefully and honestly, the last step is to go for it. It's the icing on the cake. It's time to create a loyal customer for life. We've all had icing on the cake moments and walked away saying, "Wow, that company knows what it's doing," or maybe, "They've got my attention from now on." If you don't succeed in the first two steps of adapting, you rarely get the chance to go for it. To move forward, you need to know something special about the customer and you can only know that if you have listened carefully and understand what their goals are.

COURTESY (courtesy)

Use what your parents taught you from an early age! Everyone likes good manners. Surprisingly, most service-oriented companies lack common courtesy. Set yourself apart by being remarkably polite. Use these six tips to train your team members to be polite.

GENUINE SMILE: A genuine smile as soon as someone walks in the door is a good start.

3/1 RULE: If you're within 10 feet of someone, smile. If you're less than a foot away, say hello to him or her.

POWER OF A NAME: Always greet guests by name.

SOFT EYES: Have kind, understanding eyes when you talk to people.

THE CUSTOMER IS YOUR HIGHEST PRIORITY: but you can also let other customers know that they have been seen. You can nod, gesture, and make brief eye contact, and gently say, "I'll be right with you!" Make yourself comfortable."

CLEANLINESS (cleanliness)

Research shows that people consciously or unconsciously immediately evaluate the safety, professionalism and quality of a company based on purity.

It's up to you to make sure customers' first impressions are excellent. Trust us, you will feel a deep sense of pride when reviewers mention a 'sparkling clean lounge'.

Your credibility immediately increases when you have a clean facility. Spend time washing the windows, picking up trash inside and out, tidying up the area, wiping down hard surfaces, etc.

COMMUNICATION (communication)

Greet, involve, introduce, thank and say goodbye to your customers. Research shows that people's primary extraction of experiences often revolves around how they started and how they ended. How you start and end with our customers is critical. Always thank the customers because without them your job and your company would not exist. There is nothing wrong with showing sincere appreciation. Your words matter - what you say and how you say it will mean more to the customer you interact with than almost any other element of their experience with your company. The frontline employees (Game Masters) are the main channels through which your company "talks" to the customers. Make sure they speak well.

The 5 C's are simple, but couldn't be more powerful. They are designed to make people feel welcome and at home, and to make people feel like they matter and that you care. These concepts have the power to propel your team to new levels of epic customer experience.