What is your customer's experience of your service or product like?

Results Driven
Written By Stacia Aylward

The Challenge

Write a brief summary of a recent interaction with a customer from the customer's point of view. Try to represent all aspects of their experience from first contact to completion of the process.

Why do this?

This exercise encourages you to actively focus on your customer's perspective rather than your own.

Anticipating and meeting customer expectations are important components of delivering quality customer service. Truly understanding your customer's goals allows you to tailor their experience to best meet their needs.

What’s next?

Create a brief customer service survey to deliver to a sampling of your customers, both new and long-term. Review their responses to see if there are small changes you could make that would significantly enhance their experience.

Stacia Aylward

Zelos CEO Stacia C. Aylward is an executive leader and lifelong learner with broad professional experience in envisioning and leading programs, projects and teams; facilitating and teaching adults; conducting research; and developing client relationships using proven methodologies in many government and technical fields, including economics, education, healthcare, housing, non-profit governance, IT and law. Stacia holds a master’s degree in Communication and Information, a bachelor’s degree in English, a Six Sigma black belt certification, and a Coach Approach to Leadership credential.

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