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Dołączył: 10 Sty 2011
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 Wysłany: Śro 4:38, 23 Lut 2011 Temat postu: supra thunder low Nurture Cust supra thunder hight |
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nterviewed Becky Rhone-Nowlan about Customer Service dynamics.
The following is Part 2 of the interview:
MagicBecky Messmer: May I take it from an on-line perspective?
Mooie Infinity: Yes indeed.
MagicBecky Messmer: I talk about this in my book, "Secrets of the Second Fortune." When you begin the process of creating your on-line business you look for a problem to solve right?
Mooie Infinity: Right.
MagicBecky Messmer: So you start researching and getting into your prospects head, thinking how they think [link widoczny dla zalogowanych], figuring out how they feel. Your next step is to create your product and start communicating with them.
So you expend all this energy and time making a connection with them. Are you not at this point working on *serving* your customers needs?
Mooie Infinity: Yes.
MagicBecky Messmer: At this point you are doing customer service. That's the very interesting distinction that people don't seem to get.
Mooie Infinity: Customer Service is a genuine attention to the needs of the customer.
Mooie Infinity: Customer Service is a genuine attention to the needs of the customer.
MagicBecky Messmer: Problem resolution on the other hand- is solving (or resolving) a very specific problem they are having.
MagicBecky Messmer: Yes, Mooie! I love that statement [link widoczny dla zalogowanych], Genuine attention to the needs of your customer.
Mooie Infinity: Yes you can use that somehow--it has a certain ring to it.
MagicBecky Messmer: Sounds like the title to an article.
Mooie Infinity: I want to address the lack of communication skills.
MagicBecky Messmer: So, back to what I was saying.
Mooie Infinity: People need to altruistically learn how to communicate.
MagicBecky Messmer: After someone plunks down there money [link widoczny dla zalogowanych], most people on-line want to automate the rest of it. So they are basically automating their customers right out of their business which does one thing. It alienates the customer which ruins all the time and energy the business owner has spent in connecting with them in the first place.
Mooie Infinity: Yes.
MagicBecky Messmer: I agree about the communication.
Mooie Infinity: Communication is key, and largely overlooked.
MagicBecky Messmer: Yes it is but then that goes back to the whole taking responsibility issue.
Have you listened to how we as adults communicate with each other and our children?
Mooie Infinity: Yes, we all can fall prey to negative communication.
Also--people tend to allow their emotional hot buttons to be pushed as opposed to learning the art of detachment in talking to others.
MagicBecky Messmer: Glad you brought that up Mooie. This is one of my favorite parts of service.
Mooie Infinity: As I said in Ho'oponopono and Stellar CS (a bonus to your forthcoming electronic book). Love is all you need.
MagicBecky Messmer: We are emotional creatures. We have 2 sides of our brain, the emotional side and the thinking side.
Mooie Infinity: Yes--creative and rational, spiritual and practical.
MagicBecky Messmer: When you are upset, the emotional side takes over. That is why its so important for someone doing problem resolution (or CS) to learn how to let a customer rant while supporting them in their right to be upset.
Once they get done ranting their brain equalizes itself out and they can then *hear* what I or any CS person has to say.
When a customer is really angry, you could say, I am going to give you a million dollars and they wouldn't hear you.
Mooie Infinity: Are CS people trained in communication?
MagicBecky Messmer: Whether they are trained in communication, depends on the company.
Where I worked we took CS classes all the time- including one called Communication 10
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