Join Chris Croft for an in-depth discussion in this video Basic vs. delight, part of Customer Service Mastery: Delight Every Customer.
of customer service, the basics and the delight.…If you think of it as a pyramid, as a triangle,…the main body of the pyramid…is the core of what you do.…So it might be cooking and serving food.…In my case it's doing training courses.…In the case of a doctor it's diagnosing illnesses…or something like that.…Around that middle section you've got…the top and the bottom customer service.…Along the bottom you've got the basics…and the basics are things like…seeing the person on time,…replying to messages, getting peoples' names right,…that sort of thing and the basics…are what people expect and if you get the basics right…people won't even notice.…
people won't even notice.…If you get somebody's name right…If you get somebody's name right…they'll just think fine whatever.…they'll just think fine whatever.…In fact they won't think anything.…In fact they won't think anything.…They won't even notice.…They won't even notice.…If you go to the doctor and there is no dead mouse…If you go to the doctor and there is no dead mouse…
- Creative swiping
- Breaking the rules
- Nailing the basics
- Contact points
Skill Level Beginner
Customer Service: Creating Customer Valuewith Jill Griffin33m 14s Intermediate
Innovative Customer Service Techniqueswith Jeff Toister43m 21s Intermediate
Managing a Customer Service Teamwith Jeff Toister1h Intermediate
1. What Is Customer Service?
2. Ways to Generate Ideas, Part 1
3. Ways to Generate Ideas, Part 2
4. Ways to Generate Ideas, Part 3
5. Ways to Generate Ideas, Part 4
Wrap up1m 44s
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