Visible Impact

The consulting group of Visible Impact again took on members of Zenith Bank on Superior Customers' Delight.

Superior Customers' Delight is a unique package designed to inspire, educate and empower participants to

deliver" over-excellent quality service" in their various departments.

Steve Harris, who heads Visible Impact's consulting group, started by first differentiating normal customer

service from superior customer delight. An efficient delivery of customer service, might get our customers

describe us like professional, friendly, and proactive but then, Superior Customers' Delight goes beyond

normal, it is exceeding normal expectations of customers; it is satisfying, exiting and exceeding customers'

expectations, in short, mining the WOW exclamation from the heart of your customer.

Superior Customer Delight covers every dimension of banking operations namely; welcome, delivery and

goodbye. It is not pushing personal frustrations and discipline as an excuse for laxity in business.

Meanwhile Steve went beyond normal curriculum delivery to address the different areas responsible for

personal frustrations which finds expressions in ineffective service- the seven dimensions of self, even

addressing areas such as personal and financial mastery.

If your aim is to be the favourite banker of your customer, then master the habits of a networker;

• They do and say thinks to people that compels them to say thank you.

• They keep in touch with customers
• They genuinely care about others and show it.
• They use personal details
• They make a move towards others
• They ask questions
• They turn contact into relationships
• 
  

There are people in our workplace who are just exceptional at what they do. They seem to be overt in their

actions, excellent in delivery, and customers seem to like them, you know why? They have consciously and

unconsciously mastered the art of exceeding customers' expectation. They also seem to get mentioned at

every promotion opportunity- why? Because promotion is a reward for demonstrated higher performance

other than your job description. They give over 100% in all they do and you need to do the same.

Superior Customer Delight is a training that will deliver and improve customer experience- it will leave

every customer you encounter with a wow experience.