Join Chris Croft for an in-depth discussion in this video Breaking rules, part of Customer Service Mastery: Delight Every Customer.
is how can we break the rules?…and part of the basics is to have rules…that all the staff follow…so they always get it right every time.…But I've got four examples here to show you…that sometimes thinking about how you can break the rules…would allow you to delight your customers.…So my first example is visiting time at a hospital.…So imagine that visiting time is, say one 'til two.…And imagine that a relative comes running…into the hospital at two minutes past two…to visit their relative who might be perhaps really ill.…
And imagine if the nurse says sorry,…you've missed visiting time,…you'll have to come back tomorrow.…That would be awful, because that person's…probably traveled quite a long time,…they've had a really stressful journey to get there,…they've just missed the window,…and to say sorry, mate, you've missed visiting time…would be horrible.…So great customer service would be to say…look, visiting time's finished,…and you're not really supposed to go in there…and disturb the other patients,…but if you just go in there quietly for 10 minutes,…
- 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 Toister44m 49s Intermediate
Managing a Customer Service Teamwith Jeff Toister1h 32m 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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