Join Chris Croft for an in-depth discussion in this video Worst case, part of Customer Service Mastery: Delight Every Customer.
- My fourth idea for helping you to generate ideas…about how can you really delight your customers…is to imagine really bad service and then reverse it.…So for example a builder, what would be the worst builder?…And it'd probably be somebody who turns up…with a filthy disorganized van.…Comes into your house and makes loads of mess.…And I think that's one of the things…that people dread with builders is the mess.…So therefore what would the ultimate…fantastic builder be like?…And they'd have a spotless van.…
They'd be really smart-looking.…And when they come into your house rather than leaving mess,…they would actually hoover up after themselves.…And we had a builder like that,…he would bring his own hoover and he would say,…oh you don't want brick dust in your hoover.…I brought my own, I'll do it.…And our house used to be cleaner…after he'd been than before he came.…And that's fantastic isn't it?…I mean that's the ideal builder.…So I don't know how he thought of that idea…but he could have got that idea…from thinking what don't people like?…
- 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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