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Transcript of Customer Service
Who are your customers?
Why is this important?
Key Traits of Customer Service?
How do we break this cycle?
What's Your Story?
A task with missing information
"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
Lack of helpfulness
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
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
Everyone you interact with