5/5 to Stay Alive: The New Service Standard

"A few years ago, I attended a national conference bringing together senior leaders of service organizations, from both the private and the public sector, to share our lessons learned in customer and citizen service. The upshot of two intensive days of dialogue was that the new standard of service excellence is 5/5 to survive. In other words, it is no longer sufficient to ask customers to rate service on a scale of 1 to 5 and to make improvements based on these ratings. Rather, if a 5/5 is not given by the client, the question to ask continuously is: "What could we have done better or differently to get a 5/5 from you?". Only then is an organization able to reach for the top. Staying at the top is no longer a nice-to-do, it's a matter of survival."

Dare to Lead offers a comprehensive customer service excellence certification program and a customer service leadership/management program that delivers results. Using a highly interactive methodology, it goes beyond skill development to address the culture, attitudes and behaviours necessary to achieve success.