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Remarkable Customer Service with Chris Smoje

Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers.

Top Takeaways:

    • The DIME Customer Service approach: Deliberate Interactions Memorable Experiences
    • Four stages of service: You can’t have one without the other. They must all go together, like steps or levels.
      • Habitual – This goes hand-in-hand with being deliberate. Great service must be practiced all the time, and it will become a habit. Great service doesn’t happen by accident. It is intentional.
      • Enjoyable – Giving customer service is like giving a gift. Doing it should bring joy. It creates positive emotion, and the gift giver expects nothing in return.
      • Remarkable – To get customers’ attention, something remarkable must happen. This doesn’t have to be something big; it just needs to stand out.
      • Transformational – There is so much more to a sale than just making a sale. In some way or another, each interaction with a customer leads to some kind of change in their life. It goes so much deeper than just what is seen on the surface.
    • The five values of a service-focused team: AEIOU
      • Accountable – Every member of the team must be on the same page, and must be held accountable.
      • Energetic – In front of customers, there’s a particular way you must behave. Staff members need to bring energy into each interaction.
      • Innovative – You don’t have to have a lot of resources, or a huge staff to give great customer service. Empower the people you do have so the leadership can focus on the tasks they need to get done.
      • Optimistic – When an organization knows what it’s doing, there is clarity and purpose. It’s important to internalize and really understand what works best for you. Since customer service is a long-term game, evolution is always happening. In order to get through this, optimism is critical.
      • Unique – Leaders must be connected to their customers. This allows the leaders to understand that each customer is unique. In turn, customers can be served better and receive remarkable customer service.


Chris Smoje is the founder of DIME Customer Service where he works with organizations to achieve service excellence through their culture, interactions, processes, and experiences. He is a regular media commentator on customer service in Australia.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

“Customer service doesn’t happen overnight. It should always be evolving.”  – Chris Smoje


This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I be more intentional with my customers?
  2. How can I deliver better customer service?
  3. How can great customer service become a habit?
  4. How can I get to know my customers better?

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