and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Applying the Velocity Mindset in Customer Service
Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process. When we don’t satisfy our customers sooner (or soon enough), they walk.
Everyone in customer service needs to ask the question: How can I help the customer in the shortest amount of time, so they can get the results that they want?
A customer service mindset plus a velocity mindset equals a great customer experience.
To succeed in customer service, you need to have a high score in empathy. Empathy helps you ask the right questions that get you the information you need to help your customers.
Cortisol is the fight or flight hormone. Every minute that customers wait for resolution, the higher their cortisol levels get. We must lower their cortisol levels by getting to the issue faster and turning their experience into a positive one right away.
Companies often concentrate too much on the message. They should be concentrating more on how it is communicated so that the customer has the right experience.
Customer service is not just about responding to a complaint. It is about taking care of people throughout their entire journey.
“Everybody is in customer service. Anytime someone touches a customer, it is a moment of service.”
Ron Karr is the CEO of Karr Associates, Inc. and the author of five books including the bestselling Complete Idiots Guide to Great Customer Service and his latest, The Velocity Mindset.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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