Emotional Customer Service. Presenter: Andrew Sanderbeck People~Connect Institute 2008 Texas Library Association Conference. 4 Star Approach to Customer Service. Emotional Authentic Recovery Experience
Presenter: Andrew Sanderbeck
2008 Texas Library Association Conference
“The Fish Normally Rots from the Head Down”. – Ned Parks, Consultant
Think James Brown
“Your customers only care what you know when they know that you care”
What does that mean to you?
Seek First to Understand,
then to be Understood
One Goal: Understand (even if you disagree)
The Platinum Rule
“Do unto others as they would have done unto them.”
How does that apply to Customer Service?
Making the customers feel
welcomed and appreciated
The Customer Experience
Source: Center for Inner Quality report for LPL
Visions of Retail Establishments
You Should Care…It’s Your Competition
We're Not a
Noticed how what ‘happened’ created a general ‘feeling’ which either precipitated customers wanting to come back or not.
What to do when the other party doesn’t want to cooperate or problem solve
Keep Your Focus
Partner Against the Problem
Increase Their Willingness
A Formula to Remember
E + R = O
“Situations of conflict come into your life for only one reason: To help you to grow.”
- Michael Byers, Actor in 14 Movies and 6 Broadway Plays
Benefits of Building Relationships with Our Customers
You Make a Difference
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