Episode 40: Navigating the Labyrinth of Customer Service

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 blog, Communicate with customers without sounding like a jerk, When things don’t go as planned, and What if you hate your customers?

From the podcast archive, Season 2 episode 26: The customer isn’t always right.

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