Fans! Not Customers by Vernon Hill

Author:Vernon Hill
Language: eng
Format: epub
Publisher: Profile
Published: 2020-02-15T00:00:00+00:00

Z—Zest is Contagious, Share It

Zest is all about behaviors. When you come in to work during the day, we want you to have a zest for your job that shows. We want you to be happy. We want your customer to see that you’re happy. We want you to share that zest with everyone around you so the customer feels it from the second that they walk in, through their entire transaction and until the time that they leave. That’s what makes us different.

• A customer service representative collapsed during training and the paramedics were called. While she was in the ambulance, she told them about how good Metro Bank was and sent a colleague back to the store to make up goody bags for the paramedics who had helped her. At a later date, they all came back to the Kensington High Street store for a visit—and all opened accounts!

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