{"id":2992,"date":"2020-06-19T10:42:33","date_gmt":"2020-06-19T10:42:33","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=2992"},"modified":"2020-06-19T19:06:41","modified_gmt":"2020-06-19T19:06:41","slug":"cs7-the-power-of-yes","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=2992","title":{"rendered":"CS7 &#8211; The Power of Yes"},"content":{"rendered":"<p><a href=\"\/cs6-the-power-of-simple\/\">&lt; 6 The Power of Simple<\/a> | <a href=\"\/customer-success-profit-from-the-power-of-your-customers\/\">Home<\/a> | <a href=\"\/cs8-the-power-of-platform\/\">8 The Power of Platform &gt;<\/a><\/p>\n<h1>32. Moments of Truth<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740268#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740268#overview<\/a><\/p>\n<p>Customers have the perception that service is an indication of interest in them as individuals, not just robots dispensing money.<\/p>\n<p>&#8211; Stanley Marcus<\/p>\n<h2>Two moments of truth<\/h2>\n<ul>\n<li>First happens in the aisles of the store before purchase<\/li>\n<li>Second upon experiencing the product.<\/li>\n<li>After this, you really do not get a second chance.<\/li>\n<\/ul>\n<h2>The Customer Experience Triangle<\/h2>\n<ul>\n<li>Functional\n<ul>\n<li>Does it do the job your Customer needs to get done?<\/li>\n<\/ul>\n<\/li>\n<li>Emotional\n<ul>\n<li>Does your product or service make your customers feel good?<\/li>\n<\/ul>\n<\/li>\n<li>Accessible\n<ul>\n<li>Does your product or service make it easy for your customers to get their job done?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>33. Yes begins on the frontlines<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740276#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740276#overview<\/a><\/p>\n<p>Customer Service is where the rubber meets the road.<\/p>\n<h2>Apple<\/h2>\n<p>Don&#8217;t sell, but help solve a problem<\/p>\n<ul>\n<li><strong>A<\/strong>pproach the customer with a personalized warm welcome<\/li>\n<li><strong>P<\/strong>robe politely to understand all of the customer needs<\/li>\n<li><strong>P<\/strong>resent a solution for the customer to take home today<\/li>\n<li><strong>L<\/strong>isten for and resolve any issues or concerns<\/li>\n<li><strong>E<\/strong>nd with a fond farewell and an invitation to return.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>34. How to say Yes<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740278#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740278#overview<\/a><\/p>\n<ul>\n<li>Your customers are seeking solutions from you<\/li>\n<li>You are their bridge to a solution to a problem they already have.<\/li>\n<\/ul>\n<h2>Ways to engage<\/h2>\n<ul>\n<li>Listen\n<ul>\n<li>First point of contact<\/li>\n<\/ul>\n<\/li>\n<li>Communicate\n<ul>\n<li>Talk about special opportunities<\/li>\n<li>Get permission to send more info<\/li>\n<li>Explain next steps\n<ul>\n<li>Where to go<\/li>\n<li>Who to talk to<\/li>\n<li>What do to next<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Solve problems\n<ul>\n<li>By connecting with the right person or dept.<\/li>\n<li>Improve service response<\/li>\n<li>Always be ready to provide options<\/li>\n<\/ul>\n<\/li>\n<li>Accept feedback\n<ul>\n<li>How can we improve?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>The importance of Emotionally Intelligent Signage<\/h2>\n<ul>\n<li>Pictures always outperform words<\/li>\n<\/ul>\n<h2>Different customers have different needs<\/h2>\n<ul>\n<li><strong>If they ask you to &#8220;Just define the problem.&#8221;<\/strong>\n<ul>\n<li>What they need is:\n<ul>\n<li>Education and thought leadership\n<ul>\n<li>Trends and statistics<\/li>\n<li>Product news<\/li>\n<li>Industry news<\/li>\n<li>Benchmarks<\/li>\n<li>101 Education<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><strong>If they are just &#8220;Evaluating alternative products&#8221;<\/strong>\n<ul>\n<li>What they need are:\n<ul>\n<li>Solutions and Product Suitability\n<ul>\n<li>Need and Gap assessment<\/li>\n<li>Solution comparison checklist<\/li>\n<li>Implementation plans<\/li>\n<li>Product Roadmaps<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>When they are ready to Negotiate &amp; Commit\n<ul>\n<li>What they need is:\n<ul>\n<li>Additional Education and thought leadership\n<ul>\n<li>Credit &amp; Financing<\/li>\n<li>My Credentials<\/li>\n<li>Real case-use studies<\/li>\n<li>How to build their business cases<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Different types of customers<\/h2>\n<ul>\n<li>Green\n<ul>\n<li>Characteristics\n<ul>\n<li>Friendly<\/li>\n<li>Non-confrontational<\/li>\n<\/ul>\n<\/li>\n<li>How to Diagnose\n<ul>\n<li>Emotionally<\/li>\n<li>Looking for comfort from you<\/li>\n<li>If there is a problem, they&#8217;re willing to forgive<\/li>\n<\/ul>\n<\/li>\n<li>How to Engage\n<ul>\n<li>Appreciate explanation<\/li>\n<li>Seek guidence<\/li>\n<li>If problem:\n<ul>\n<li>&#8220;We&#8217;re sorry. We want to make our relationship right again.&#8221;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Red\n<ul>\n<li>Characteristics\n<ul>\n<li>Hot<\/li>\n<li>Confrontational<\/li>\n<\/ul>\n<\/li>\n<li>How to diagnose\n<ul>\n<li>Aggressive<\/li>\n<li>Angry<\/li>\n<li>Overly demanding<\/li>\n<\/ul>\n<\/li>\n<li>How to engage\n<ul>\n<li>Provide options<\/li>\n<li>Do react if you are blamed<\/li>\n<\/ul>\n<\/li>\n<li>If problem &#8211; own it:\n<ul>\n<li>&#8220;It was our mistake and here is what we can do about it.&#8221;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Blue\n<ul>\n<li>Characteristics\n<ul>\n<li>Cool<\/li>\n<li>Seeker of information<\/li>\n<\/ul>\n<\/li>\n<li>How to diagnose\n<ul>\n<li>Unemotional<\/li>\n<li>Rational<\/li>\n<li>Strictly business<\/li>\n<\/ul>\n<\/li>\n<li>How to engage\n<ul>\n<li>Acknowledge their issue<\/li>\n<li>Answer their questions<\/li>\n<\/ul>\n<\/li>\n<li>If problem:\n<ul>\n<li>&#8220;We want to solve this quickly&#8221;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Matching yourself to the Customer&#8217;s Emotion<\/h2>\n<table>\n<tbody>\n<tr>\n<th>If the customer is &#8230;<\/th>\n<th>You should &#8230;<\/th>\n<\/tr>\n<tr>\n<td>Natural<\/td>\n<td>Act natural<\/td>\n<\/tr>\n<tr>\n<td>Angry<\/td>\n<td>Show concern<\/td>\n<\/tr>\n<tr>\n<td>In a panic<\/td>\n<td>Show a sense of urgency<\/td>\n<\/tr>\n<tr>\n<td>Friendly<\/td>\n<td>Are cheerful<\/td>\n<\/tr>\n<tr>\n<td>Overburdened<\/td>\n<td>Show sympathy<\/td>\n<\/tr>\n<tr>\n<td>Frustrated<\/td>\n<td>Are empathetic<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h2>7 ways to become a better listener<\/h2>\n<ol>\n<li>Get ready to listen\n<ol>\n<li>Don&#8217;t be distracted<\/li>\n<\/ol>\n<\/li>\n<li>Be prepared to ask the right questions<\/li>\n<li>Take good notes<\/li>\n<li>Show them you are listening<\/li>\n<li>Restate the concern<\/li>\n<li>Choose your words carefully\n<ol>\n<li>Avoid industry jargon<\/li>\n<\/ol>\n<\/li>\n<li>&#8220;I didn&#8217;t catch your name.&#8221;\n<ol>\n<li>Never be ashamed to ask again&#8230;<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h1>35. How to profit from the power of Yes<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740290#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740290#overview<\/a><\/p>\n<h2>Key Takeaways<\/h2>\n<ul>\n<li>Start practicing no &#8220;No&#8221;.<\/li>\n<li>Tell the truth.\u00a0 If you can&#8217;t solve it, tell them who can.<\/li>\n<li>&#8220;Yes: companies&#8230;\n<ul>\n<li>Keep getting better<\/li>\n<li>Say &#8220;Power to the people&#8221;<\/li>\n<li>Chase customers, not profit.<\/li>\n<li>Let their people break the rules.\n<ul>\n<li>Empower your front line<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>36. Case Study: Discount Tire<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8491732#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/8491732#overview<\/a><\/p>\n<ul>\n<li>Give stuff away for free to gain loyalty<\/li>\n<li>No upsells, just answer questions<\/li>\n<li>The product is not tires, but the tire replacement experience.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 6 The Power of Simple | Home | 8 The Power of Platform &gt; 32. Moments of Truth https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740268#overview Customers have the perception that service is an indication of interest in them as individuals, not just robots dispensing money. &#8211; Stanley Marcus Two moments of truth First happens in the aisles of the store ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=2992\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-2992","post","type-post","status-publish","format-standard","hentry","category-customer-success"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2992","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2992"}],"version-history":[{"count":6,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2992\/revisions"}],"predecessor-version":[{"id":3005,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2992\/revisions\/3005"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2992"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2992"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2992"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}