We may interact with people on a daily basis, but no amount of small talk or transactional interaction can adequately prepare you for the labyrinth of emotions and opinions that you will have to navigate with your customers when something goes wrong—which it inevitably will.
In this previous episode of YHBTV, Sharon and I serve as your sign-posts for making your way through the maze and cover some important pointers, including:
What is a customer, anyway?
The three key goals of customer service
Canned responses and using a separate persona if needed
Giving people the benefit of the doubt
Applying proactive customer service instead of reacting all the time
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From the podcast archive, Season 2 episode 26: The customer isn’t always right.
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