A WOW customer transaction means... Demonstrating all the behaviors that meet the basic product and service needs, transactional needs and emotional needs of your customers so that your organization can efficiently exceed all of its goals. OK.... so, let's break that down and really understand what that means.
I'll use an example of visiting the grocery store. When I go to the grocery store and put my milk, bread and eggs on the counter in order for the clerk to ring up my order, the behaviors she needs to demonstrate in order for me to walk out the door with my order is to: Know how to use the cash register Have the math skills to count my change Know how to open the bag and put my grocery in the bag
I can get those behaviors at any grocery store!! But now let's move to my transactional needs as a customer. Transactional needs enable me to feel that the employees are efficient, reliable, and confident with doing business with me. If I think to myself, she's not efficient, she's not reliable or she's not paying attention to me- I am observing behaviors that do not meet my transactional needs. Some of those behaviors would be: Filing her nails Talking on the phone with friends Sorting her coupons Counting her change When they demonstrate those behaviors while I am standing at the register- my transactional needs are not met and I am NOT happy!
Now- let's review the emotional needs of our customers. Our customers have a need to feel respected, guided, appreciated and cared for when they bring you their business. If I get up to the register and I don't feel respected, guided, appreciated or cared for it's probably because of these behaviors: The clerk did not make eye contact with me The clerk did not smile The clerk did not ask me how I was doing or if I found everything ok Then she did not thank me for my business or tell me to have a good day. But- if she DID demonstrate those behaviors- I would have had my emotional needs met.
The most important thing to remember when defining WOW is: Employees' behaviors create Customer feelings and Customer feelings drive them to actions that positively or negatively impact our business. In order to create WOW you must analyze all the behaviors that your employees are doing. Then you must relate how those behaviors make your customers feel. Then, because of those feelings- you will be able to determine the actions that your customers will do.
When customers feel that you are efficient, reliable and confident in your business then they will come back to see you, they will tell their friends and they will give you more of their business. If they don't feel that you care about them, they feel that you are rude or inconsiderate they will file complaints, inform the media and boycott your business.
In your quest for WOW- observe your employees behaviors. Relate those behaviors to how your customers feel and then compare those feelings to your results. Do you have complaints, low sales, low customer satisfaction surveys? These are not WOW results and therefore your business is not living up to its potential.
Although everyone can be affected by stress, there is no precise definition of this condition. It is caused by the fact that situation considered as stressful for one person can be solved without any problems by another, so it is very hard to determine its causes and effects on its victims. One of the distinctive features of the stress is the fact that it influences both body and mind.
When we feel that we are under too much pressure and we can't function any longer it is possible that we are affected by the stress. In fact stress is present in our live from the moment of birth, but only high doses of it can be disastrous. It is well known truth that we can work faster and better when we are stressed, problems appears only when we are affected by it continuously or the level of the stress is to high for us.
Our job is usually more or less stressful, but everything is right as long as we supply ourselves with time to relax when we are at home. Continuous thinking about our work problems won't solve them, but may cause a build up of too much stress instead. When we can't free ourselves from such behavior, soon we will suffer from mood swings and even depression.
Sometimes the main source of the stress is located at our own home. It happens when we don't have good relationships with family or neighbors or simply have too much to deal with at the same time. When we are affected by such situation for too long time, we are not able to cope with everything and soon the moment comes when one problem leads to another and everything starts to fall into pieces.
We are also our own source of stress. We all have our dreams which we want to come true and which may become our driving force, but when we start worrying that it is impossible to make them real, then the stress appears. Such type of stress is especially dangerous for it can poison our life for many years and cause problems with physical and emotional health.
Everyone who is stressed too much should get help from a person he or she can trust. It is especially important, for the stress is in fact easy to deal with as long as it is diagnosed early. There are many ways to control it and to defeat it, which can lead us to happy and healthy life. Still, to achieve success when dealing with the stress we must work hard and learn how to recognize the moment when we just exceeded our stress limits.
Both Kimberly King & Andrew John are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Kimberly King has sinced written about articles on various topics from Mentoring, Sales and Negotiation and Parenting. With 23 years of call center experience, national speaker and author, Kimberly King, helps clients create . Contact her at. Kimberly King's top article generates over 1600 views. to your Favourites.
Andrew John has sinced written about articles on various topics from Learn Hypnosis, Blood Pressure and Work From Home. About this Author: John Andrews likes to write about relieving stress naturally, without any form of medication whatsoever. For more information and detailed studies on how to achieve natural stress relief, go to:. Andrew John's top article generates over 22200 views. to your Favourites.