From the course: Customer Service Mastery: Delight Every Customer
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In their shoes
From the course: Customer Service Mastery: Delight Every Customer
In their shoes
- Method number seven to generate ideas for great customer service is what if I was in their shoes? How would I feel if I was them? And a few examples of this, the first one is what if you were staying in a hotel and you forgot your toothpaste, let's say? It would be really annoying and I don't know where the local shops are to buy toothpaste, they're probably shut anyway. it's 11:00 p.m. and I'm rummaging in my bag and I'm thinking, "Oh, I've forgotten my toothpaste." And it's probably happened to all of us. Wouldn't it be great if they said, there was little sign saying at reception, if you've forgotten your toothpaste just let us know and we can provide it, either we can sell it to you or even better, we can give it to you for free. Now I was telling my wife about this and she went, "Everyone does that, don't they?" And actually there are some hotels that do that but there's a lot that don't and it would just be so…
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