From the course: Innovative Customer Service Techniques
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Overcoming the illusion of speed
From the course: Innovative Customer Service Techniques
Overcoming the illusion of speed
- Customers expect faster service than ever before. The instinctive approach is to work harder and faster. This may still counterintuitive, but you can often serve customers much faster by going slower. Let's start by looking at a real example. I like to play soccer in a local recreational league. One day, our season ended and I didn't see the schedule for the next season on the website, so I decided to send an email. Here's what I sent. Hello, is it possible to get a copy of the schedule for Buena Onda via email? We play in the men's over 30 league on Thursdays, Thank you, Jeff. I received a reply just 14 minutes later. That's fast, right? Well, let's take a look at the email I received. Here's the email word for word. You probably noticed a few problems. There's no salutation, no offer of additional assistance, not even the name of the person emailing and there's an even bigger problem. Look carefully at the date.…
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