Join Chris Croft for an in-depth discussion in this video Indifference, part of Customer Service Mastery: Delight Every Customer.
- I saw some research on…why customers go to a different supplier.…What would make you change to say, a different hotel…from the one you normally stay at.…And apparently, it's perceived indifference.…It's not price.…What would make me change from BMW to Audi?…It's not going to be price because they cost roughly the same,…that's the price bracket I'm in, so it's not going to be price,…it's going to be perceived indifference.…If I think they don't care about me,…I'm going to take offense to that and I'm certainly…not going to feel any loyalty to them,…I'm going to think well I might as well shop around.…
So how can we avoid perceived indifference?…How can we make them feel that we care?…And I've just got four examples of how you might do this…just to illustrate the point.…And the first one is just a thought of mine.…I don't know whether they'll ever do it,…but when you're traveling and you've got off the airplane…and you go to collect your baggage…and it comes round on that carousel thing.…It comes out through some sort of hanging flaps, doesn't it,…
- 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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