From the course: Innovative Customer Service Techniques

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Creating positive social pressure

Creating positive social pressure

From the course: Innovative Customer Service Techniques

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Creating positive social pressure

- Can you imagine deliberately providing poor customer service? Unfortunately, this has happened to many people. We'd like to believe it couldn't happen to us, but mysterious forces are at work that might unexpectedly change our behavior. This video will reveal some of those secrets and show you what you can do about it. Let's start with an example. I'd like to tell you about Camille. She used to work for a hotel that provided awful service. When Camille first started, she wanted to do a great job. But she became uncomfortable whenever she provided great service. None of her coworkers seemed to care about service so Camille stood out like a sore thumb. Soon, Camille found herself providing poor service just so she'd fit in with her team. Now this may be hard to believe, but an experiment conducted by psychologist Solomon Asch revealed that most of us would probably do what Camille did if we were in the…

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