Customer service problems have nothing to do with “customer service.” They are always the result of three vectors—safety (being able to talk candidly), clarity (shared understanding), and power sharing (reaching agreement on who’s responsible for what). When people guard information, don’t reach agreement on shared values, and can’t discuss accountability, customer service crashes.
This module surfaces and solves underlying barriers to increasing customer satisfaction, both internally and externally. It is based on a simple premise: Every interaction involves customer service, whether we’re saying “hello” in the morning or on a conference call with an important client. The customer isn’t always right, but the customer is always the customer.
If you are receiving feedback—either from inside or from outside of your organization—that service isn’t what it should be, it’s time to take a time-out for this session. It more than pays for itself as your level of service will improve dramatically.
CLICK HERE to get the assessment. Be sure to complete the assessment and SEND IT TO Mac Bogert for review.
Mr. Bogert will reply with information about your results and a BRIEF piece of feedback/coaching.
