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Will You Add? - How to Flop at Customer Service 101
Practicing Empathy A vital part of your networking skills is your ability to build rapport quickly and effectively with others. To build rapport successfully with another individual you need to understand 'where' they are coming from and have 'empathy' with them. People often think of empathy as a mystical commodity, a special, almost uncanny ability to experience the thoughts and feelings of someone else. In fact 'empathy' is qu
Be as technical as possible when communicating with your customer. Use terms and phrases to confuse them. Never educate them! Keep them in the dark as much as possible. (Why would you want an educat
There are various bad reasons for quitting a job, and though each individual's reasons can be far worse than others, quitting a job for a bad or unjust reason, can be detrimental to your resume and employment history. Your resume and employment history is essential to the success and advancement of your career, so you should never take quitting a job lightly. Your employment history proves your stability and dedication to your career, and should be of utmost imp
This class is not a full semester class. It is designed as an abbreviated class because you can quickly learn how to be a flop.
Here are the topics we will cover in this class:
"Over-Promise, Under-Deliver"
If you sell a product, tell the customer that the product they ordered will come in on a certain date (because, deep down, you still want to please them), even though you know it is likely the product will arrive 3 days after that. You want to get the customer's hopes up.
If you sell a service, make a promise that you will do three more tasks than you actually end up doing. This sets a great expectation on the part of the customer for the work you're going to do. It is actually fun to see them come crashing down when your work is less than they expected.
Use Vague Communications
Leave it up to your customer to contact you to confirm appointments and deliveries. Never do this for them. You need to keep them guessing. You have better things to do, right?
Be as technical as possible when communicating with your customer. Use terms and phrases to confuse them. Never educate them! Keep them in the dark as much as possible. (Why would you want an educate
Have you ever watched 5-year-olds play soccer? It should be called "Follow the Ball," because that is what happens the entire game. The beginning of the game starts with players in assigned positions. However, as soon as the whistle blows, all the kids form into a big herd guided by a little checkered ball.High school soccer is an entirely different experience. The players start in the same positions as the 5-year-olds. This is where the similarity end
Here are the topics we will cover in this class:
"Over-Promise, Under-Deliver"
If you sell a product, tell the customer that the product they ordered will come in on a certain date (because, deep down, you still want to please them), even though you know it is likely the product will arrive 3 days after that. You want to get the customer's hopes up.
If you sell a service, make a promise that you will do three more tasks than you actually end up doing. This sets a great expectation on the part of the customer for the work you're going to do. It is actually fun to see them come crashing down when your work is less than they expected.
Use Vague Communications
Leave it up to your customer to contact you to confirm appointments and deliveries. Never do this for them. You need to keep them guessing. You have better things to do, right?
Be as technical as possible when communicating with your customer. Use terms and phrases to confuse them. Never educate them! Keep them in the dark as much as possible. (Why would you want an educat
If you've been following our series on medical billing and the GE0 record for electronic claims submission using NSF 3.01 specifications, we're exactly two-thirds of the way through with our review of the GE0 record. We pick up, in this installment with field number 21 for enteral nutrition billing.GE0 field 21, positions 86 - 89, is the calories product 1 field. This field tells the carrier how many calories per day the patient is to be getting from prod
If you sell a service, make a promise that you will do three more tasks than you actually end up doing. This sets a great expectation on the part of the customer for the work you're going to do. It is actually fun to see them come crashing down when your work is less than they expected.
Use Vague Communications
Leave it up to your customer to contact you to confirm appointments and deliveries. Never do this for them. You need to keep them guessing. You have better things to do, right?
Be as technical as possible when communicating with your customer. Use terms and phrases to confuse them. Never educate them! Keep them in the dark as much as possible. (Why would you want an educat
Most people in business realize that their businesses evolve and they often find their old customers do not fit their new business model. They find that these old customers take more time to service and therefore are less desirable from a profit standpoint. Even considering all the loyalty of the past these long-time customers are often slighted by expanding businesses, but why?Well recently in a conversation with an Internet Entrepreneur he said he had an
Use Vague Communications
Leave it up to your customer to contact you to confirm appointments and deliveries. Never do this for them. You need to keep them guessing. You have better things to do, right?
Be as technical as possible when communicating with your customer. Use terms and phrases to confuse them. Never educate them! Keep them in the dark as much as possible. (Why would you want an educat
Thermography is a printing process where the ink is raised on the sheet. It was originally created to simulate engraving at a lesser cost. The process is done with a normal offset press and a "thermo" unit. is attached to the end of the press or duplicator. The sheet is printed with ink and comes off the press with wet ink on a conveyor belt that takes it under a unit that drops a resin over the whole sheet. It then passes through a vacuum unit that removes the
Be as technical as possible when communicating with your customer. Use terms and phrases to confuse them. Never educate them! Keep them in the dark as much as possible. (Why would you want an educated customer? They might start asking you really good questions.)
Don't return phone calls, faxes, or e-mails in a timely manner (if at all). You don't have time for all of these communications.
If you must communicate, do all of your most important communications by telephone, not by e-mail or fax, so that there is no paper trail that others can follow. You don't want to be held to your word.
Do As I Say, Not As I Do
Whatever you tell your customer you are going to do, do the opposite (or at least do something different!). This is a great way to keep them on their toes. It sharpens the customer's skills at honing in on their own confusion. For example, if you tell them the product or service they are buying from you will cost $100, make certain the actual invoice is for at least $150.
If They Don't Have Pain, They Won't Have Gain
If your customers experience pain when they do business with you, they will grow as customers and be better for it.
When athletes train, they feel pain; but that is the only way they gain! Athletes gain more muscle, more coordination, more skill, and more strength for their sp
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