From the course: Phone-Based Customer Service
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Tune out distractions
- Exceeding expectations requires us to do two things. First, we need to listen carefully to our customers so we understand what they expect. Second, we need to identify opportunities to go beyond those expectations so we can delight our customers. There's often a big obstacle that stands in our way: distractions. In this video, we're going to identify some common distractions and find solutions for overcoming them. Let's start by looking at some common distractions that you might see every day on the job. Take a look at this scene from a typical contact center. See how many distractions you can identify. - This is Kristen, how may I help you? Oh, can you repeat that? Got it. Absolutely. So sorry about that. (giggling) I'm making notes right now. How many distractions did you observe? I spotted a few. A coworker interrupted her. Her personal cell phone was going off. She was playing with a stress toy. And there…
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