Empower your business with customer nurturing for customer service

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[Music] in today's economy many companies face tougher competition even certain government agencies need to compete with the private sector the need to focus on service is even greater because one of the best weapons to fight competition remains great customer service that's what helps an organization stand out from the rest in many industries a customer can get the same or similar product or service at the same price from a number of competitors so what induces customers to do business with your company rather than the competition the answer is how they are treated great customer service is the tiebreaker it's the added value that gets the business for your company that's what creates the sales that result in the profits that pay for jobs including your job now let's talk about what's needed to give great customer service a high-performing customer contact employee requires a certain mindset a service mentality and that's what we're going to review today pay attention to these seven service modalities many of them will describe you well make it a goal to become more aware of all of them becoming more aware is the first step towards more effective customer interactions [Music] [Applause] good afternoon Lajja max wireless this is Joe hi Joe my name is Judy West and I really need your help yesterday I had a bad accident and wrecked my new car it was totaled I mean I only had to think a week okay I had just dropped my daughter off at preschool luckily she wasn't in the car those airbags and seatbelts saved my life right miss West this is logic Mac's wireless do you want us or your insurance company I want Lajja max all right my cellphone was crushed in the accident and I want to replace it how do I do that okay what's your cell phone number Wow Joe missed a real opportunity to be a friend to someone in trouble in fact there were three separate places where Joe could have shown some empathy where was his understanding of Judy's situation where was the sensitivity to the customer or the customers needs in fact there was no empathy you probably talked to a lot of people every day we need to guard against becoming hard and callous to people's problems customers need to feel and hear that we care first there's an old saying customers don't care what you know until they know that you care customers want to know that you have the capacity to see the problem from their point of view in more than words a caring tone of voice allows the customer to hear your concern a key ingredient of having service mentality is empathy let's see how it could have been handled better good afternoon Lajja max Wireless this is Joe hi Joe my name is Judy West and I really need your help yesterday I had a bad accident and wrecked my new car it was totaled I mean I only had the thing a week hi miss West I'm really sorry to hear that hope you weren't hurt well I was banged up a bit but the airbags and seatbelts saved my life this guy ran through a red light and crashed into my passenger door that had to be scary again I'm sorry to hear that let me see how I can help you that was so much better did you hear the difference between non-caring apathy and customer-focused empathy apathy indifference lack of emotion or caring empathy intellectual or emotional identification with the customer acknowledging their feelings one of the best customer interactions happens when a customer feels that he or she has been listened to and understood no matter how large or small the customers problem empathy is an essential service mentality [Music] good afternoon for two care this is Jake hi Jake um my name is Vanessa Larkin you doing okay today oh yeah I'm doing alright because I'm almost out of here but the week's only half over I hope I make it what can I do for you today well I sort of have a complicated question concerning my coverage Just My Luck I'm trying to coast through to the end of the day 15 minutes to freedom and him comes this call excuse me um I I said I'll need to pull up your account information do you know your account number how would you rate Jake's enthusiasm toward his customer and his work the level of enthusiasm people exhibit is a critical component to how the world perceives them as being able or willing to help enthusiasm influences a person's effectiveness in a service position now you might think to yourself well sure it would be easy to be enthusiastic if I were really excited about what I am doing for a living well typically that's not how it works people who are truly enthusiastic don't discriminate between their activities they tend to bring high energy and positive emotions to whatever activity they're doing think of the most enthusiastic person you know chances aya this person seems to make whatever he or she is doing at the time seem fun and you know that because you can observe it it's openly expressed a person can be excited energetic or positive about something but until it gets expressed it isn't observable now if you picture an enthusiastic employee as needing to be wildly over-the-top like this good-afternoon afford to care this