Determine your own FAME

Capitalizing on a company’s need to differentiate itself, Mark’s FAME model has been used to revolutionize customer service at companies such as Whistler Blackcomb, TELUS, the government of British Columbia, and the Commonwealth Bank of Australia. The FAME model can revolutionize a brand’s service strategy, taking your company from good — which isn’t good enough — to great.

This scientifically driven approach to customer service can be understood with the FAME model. When you deliver on all four of its parts, you open yourself up to superior performance and long-term success.

F = Build a compelling framework by using the science of service.

A = Create accountability so everyone feels responsible for delivering great service.

M = Deliver moments of power.

E = Understand the key disciplines that create endurance, so you have a never-ending ability to grow your customer service levels.

Now, you have checked the FAME model let’s see where you stand by taking the service assessment below.

Evaluate your FAME

Take the survey to evaluate the strengths and weaknesses of your service culture as related to the FAME model from the book.

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Mark explores this in-depth in his new book, The Science of Service

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