I made several members of my staff cry this morning. No yelling, no berating involved, just a moving message that had everyone pausing to reflect.
Customer service is not a new topic for training, that's for sure. Yet the level of customer service seems to continue to drop with businesses. We all have horror stories about how we've been abused by companies who clearly have given up trying to provide top of the line customer service. Certain brands evoke laughter when you bring up even having to call their customer support line (Comcast...Sprint....Bank of America just to name a few).
A long time ago, I figured out that the key to sales success was very simple. Two simple statements could sum up what sales was all about: solutions to problems and good feelings. Solving the problems of a customer is very customized, but providing good feelings should be universal.
Little things can make a big difference, and this video illustrates that very clearly. This video is not new, but it is very timely even today. I saw this at a training session last night. I had seen it years before but had lost track of the video. Want to make a difference with your customers? Use this as a basis for your outlook.
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