Join Chris Croft for an in-depth discussion in this video Personalities, part of Customer Service Mastery: Delight Every Customer.
- My suggestion number 29 out of …is cater for varying types of customer.…Customers are going to vary, so there's no one rule…about what will delight a customer.…And there are all sorts of models of personality,…and I quite like the four types of people model…where you've got the quieter people…and the more talkative people,…you've got the more fact-based people…and the more emotional people.…And they all want to be treated differently.…
So the fact-based fast people, they just want speed.…And I've already talked about speed earlier.…How can you serve them quicker?…So that's one type of customer.…And you know when you get one of those…'cause they ring up and they go,…"Right, can you help me with this?"…And you immediately know this is a speed person.…So how can you have systems to make it quicker for them?…That's the first thing.…And speed in two ways, actually.…The interaction needs to be quicker,…but also they need to be given what they want quicker.…So they need to be having it the next day…rather than having to wait a week for 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 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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