Write a statement that describes how you want your customers to feel about your service. Use a visualization exercise to make the statement come true.
- We all face obstacles that can make it hard…to focus on delighting our customers.…Think about the challenges you face…in your own daily work.…It might be angry customers, difficult coworkers,…bad policies, defective products or even personal problems.…We're not supposed to let these things get to us,…but it's not easy.…The most important thing you can do…to overcome these challenges is…to create what's called a personal customer service vision.…This is a statement…that describes the way you want your customers…to feel when you serve them.…
It can act like a compass to point you…in the right direction…whenever you face a challenging situation.…Let's say you work in a college financial aid office,…you're job is helping students apply for financial aid.…How would you want the students you serve to feel?…Your personal vision statement might be,…I want to help students achieve their educational dreams.…A powerful statement like this might remind you…to go beyond just processing financial aid paperwork.…You might even take an extra moment…
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- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.