LL - The 2022 Customer Happiness WOW campaign!

Celebrate the New Year with 30 days of

The 2022 HeroCo Customer Happiness

WOW Campaign 

Runs Wednesday Jan 5 to Thursday Feb 3, 2022

Understanding WOW - What does it mean to WOW your customer?

When a customer experiences  WOW, you are giving them a pleasant surprise. You are exceeding their expectations by addressing their needs thoughtfully and in unexpected ways. You are making an attempt to initiate conversation with them about something that is unique to them, or if nothing unique is presented you should ask a conversational type question.  WOW’ing is an expression of your authentic interest in the person who seeks your service, not just in the transaction. Conversational customer service is a method of helping customers that focuses on building a long-term relationship, rather than only resolving an issue or answering a question.

Remember: “Our customers aren't just people to whom we are required to be nice. We consider them our FRIENDS, we treat them as our GUESTS, and our purpose as Customer Happiness professionals is to create a memorable experience for our guests in order to build long term relationships - and to spread health & happiness by providing the best customer service and experience possible.”

WOW guidelines - It's easy to WOW your guests!

In order for an email or call to be considered a WOW transaction it should contain the following: 

1. An attempt to initiate conversation at least once during each call.
   1. "Are you having a good day so far?"
   2. “I see you live in (Town/State) what do you do for fun there?”
   3. “Do you have anything fun planned today or for the weekend/holiday/etc.?”
   4. “Is that your dog I hear, what kind of dog do you have?”
2. If the customer is receptive and responds, then share a few sentences about the topic with them before moving on to the transactional details of their request.
   1. If the customer is not receptive to your attempt at initiating conversation, it’s OK you do not need to force it, you can move on to business (at least you tried).
3. Call the customer by name TWICE, once during the opening of your call/email and once at the closing of the call/email. 
4. Resolve all their issues, then summarize your call and provide an additional offer of assistance (ask if there’s anything else you can help them with). 
5. Don't forget to document/notate the details of your WOW conversation so that you (and other team members) can refer back to it in conversation with the customer at a later point. This helps us continue to WOW them again and again by remembering details from our previous conversations!
6. In emails we provide  WOW service by personalizing our reply with unique details the guest provided about themselves (ie; reasons why they ordered or contacted us, their health goals, their struggles or opinions etc). We can also use details notated after previous WOW conversations. 

Be familiar with the Sample WOW Phone script 

WOW Campaign Events: (what to expect during the campaign)

1. We will have Live Call monitoring - Managers will listen in on your LIVE calls during the 30 day WOW Campaign in order to observe more transactions than our QA team is able to monitor. You will be notified through the phone line when someone listens to your call. 
2. QA’s - weekly QA’s will continue and you will still receive an overall score on your metric sheet. However, the focus of the QA will be whether or not you WOW ’d your customer based on the WOW guidelines posted above.
3. We will have a WOW Contest!!

WOW Contest Details - How to participate

The WOW Contest will also run for 30 days (from Wed Jan 5 to Thurs Feb 3, 2022). Team members can submit as many phone calls and emails that contain WOW transactions as they want during the 30 day contest. We will track the entries, listen to the calls, read the emails and vote on a WOW WINNER in each category. There will be 1 WOW WINNER for Phone Calls, and 1 WOW WINNER for Emails. The prize is $100 for each category! The more transactions you enter you have the better your chances are of winning!

To submit your WOW calls and emails into the contest go HERE

Other ways to be recognized for your WOW 

• We will recognize team members who actively WOW their customers during a QA session. 
• We will recognize those who WOW a customer in a happiness rating comment.
• We will recognize team members who WOW their guests during a live call monitoring (non QA).

Hero of the week will be chosen based only upon  WOW's duringQA, live call monitoring, or happiness rating comments.

Let's get ready to