1. The Mystery of Customer Service

2. What’s the best customer service experience you’ve had? What’s the worst customer experience you’ve had?

3. Core Problem Business thrives on efficiency. People thrive on effectiveness… and effectiveness always feels personalized.

4. Competing Agenda Get my job done. Respond to my need. vs.

5. Analytical | Practical | Intrinsic Three Kinds of Thinking

6. Analytical creates systems. Practical solves problems. Intrinsic creates positive feelings.

7. SOP’s Customer service systems and policies and procedures must accommodate the reality of the customers’ needs, knowledge and circumstance, or it will only create conflict.

8. The Real World Doesn’t Fit into a System Great customer service occurs when the “system” won’t solve the problem.

9. The Truth How fast are you moving?

12. Practical Thinking = Common Sense One-off Solutions for Infrequent Problems

13. Intrinsic Thinking = Feeling of Special Service

14. Relationship Building 1. Understand (Content & Intent) 2. Affirm (Validate) 3. Involve (In Solution)

15. UNDERSTAND 1. What’s happening? 2. What’s the consequence? (practical & personal) 3. What do you want? Then BE Understood 1. This is what’s happening to me. 2. My consequence. 3.What I want.

16. AFFIRM 1. Acknowledge the problem. 2. Apologize if appropriate. 3. Describe positive outcome. So if…. then you….

17. INVOLVE 1. Brainstorm solutions. 2. Assign tasks. 3. Establish feedback loops & check points. 4. Agree on SOP’s for future.

18. Customer Thinking is the “Swiss Army Knife” of All Relationship Issues.