That is, you have to come up with something to make it up to a customer. We can easily mirror the topic to customer service.įor instance, you see that your business screwed up, and a client noticed it. She also describes the two concepts ( the soldier mindset and the scout mindset) that shape the way we interpret information. The speech interwove with the so-called Dreyfus affair that took place in the 19th century and was the case of the French soldier who got accused of committing a crime being completely innocent. In her TED talk, Julia Galef raises the point of being wrong (and, of course, admitting it). Julia Galef: Why you think you’re right – even if you’re wrong Listening to a client lets create an invisible emotional connection.Ĥ.Letting a customer express their feelings may be an opportunity to solve a problem.Being able to listen is one of the key customer service skills.If you just let a person get something off their chest, it may be the key to deconstructing a problem itself. In customer service, being able to listen and emphasize is a great skill, especially if you work in a support team. And you don’t necessarily need to provide a long-form piece of advice. As shown in the example, customers just want a little empathy (not to be confused with sympathy) and another person to lend a helping hand. People calling helplines often need to be listened to more than they need actual help. She believes that the call saved her life then – she was solely listened to. The woman once reached out for help as she fell victim to parental abuse which made her suicidal. Sophie Andrews starts by sharing her own experience of calling a helpline. Sophie Andrews: The best way to talk is often just to listen Still, each of these TED talks about customer service has more layers than it may seem at first glance. They may represent a crisis helpline operation or an experience of working in a shoe store. Some talks you will find below may seem to be far from describing customer service strategies or containing some golden rules of customer service. Values-driven spending will force innovation and make better customer service.Ĭustomer service best practices and how-tos.You never know when the crisis will hit, so you should always keep your wits.Plus, they’re starting to realize that quality is way better than quantity. John Gerzema believes that consumers are the main driving force of the economy today, as they are becoming better organized, more attentive to each other, and more critical of products and services. Despite the direct damage, the crisis has reshaped consumer behavior making them more thoughtful in their purchases. This talk by John Gerzema, a CEO and social scientist, happened in 2009 and inspires hope that the recent financial crisis has a positive side to it.
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