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Customer Service

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by

David Giuliani

on 26 February 2015

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Transcript of Customer Service

Customer Service
Who are your customers?
Why is this important?
Key Traits of Customer Service?
How do we break this cycle?
In Person
What's Your Story?
Listening
E-mail
Event
Thinking
Feeling
Action
Results
A task with missing information
Your story?
"The customer is stupid..."
"The field techs are lazy..."
"I'm the only one who cares..."
Your story leads to stress, fear, anxiety, outrage, depression and low morale
You act rude, shortsighted and defensive, seeking revenge or punishing others
Customer service suffers
People disengage
Sarcasm
Lack of helpfulness
Tail covering
Doing the bare minimum
Replace your story with three questions
What do I know for sure?

How can I help?

What can I do to add value
right now?
Give others the benefit of the doubt
Eliminating drama makes our team more efficient and productive
Providing great customer service helps our business be more efficient and productive
BHAG
Compassion
Empathy
Respect
Phone
Relationships
Greeting
Active Listening
Gain Agreement
Apologize/Empathize/Reassure
Problem Solving
Confirmation
Reality-Based
Workplace
Everyone you interact with
Full transcript