Customer Experience Videos
Don Crawley's main focus is "bringing humanity to the world of technology" and, as soon as I came across his work, I quickly realized his concepts could be a perfect starting point for us at OneIT. He shares great insights, states his information simply, and his videos are all short and relatable.
A very simple way to show respect is to consistently use basic polite manners. Phrases like please, thank-you, how can I help, and I'm sorry can go a long way. (4 minutes)
Stay calm in the moment and focus on fundamentals. Be competent, polite and respectful; answer emails and calls promptly; have empathy for others, be dependable; be consistent. (4 minutes)
People usually enter a service ticket when they are unable to complete a required task. Keep in mind that you are not only fixing their computers, you are fixing their ability to do their jobs. (3 minutes)
Simply ask if the problem is solved and confirm next steps. Is anything needed from the customer? What can they expect from you? (3 minutes)
Start with the information they want then you can also provide the information you think they need. (3 minutes)
Customers and coworkers deserve the very best you can give them all the time - be aware of how you are acting and intentional about your behavior choices. (2 minutes)
Listen to understand and remember, without interrupting. Good customer service is like good manners. (3 minutes)
Please watch these as you have time and let me know if you want to chat about any ideas. Thank you!
Back to basics with expectations listed from the customer's point of view. The music isn't great, but the concepts are definitely worthwhile reminders. (2 minutes)
Just meant to be fun and hopefully provide a smile. Also a quick example of how NOT to talk to customers. (2 minutes)
This is a very quick reminder that we are all responsible for our interactions with our customers and with each other - it's the result of that responsibility that really counts. (2 minutes)
This is more of a classroom format of presentation and focuses on the communication model. I specifically like that it discusses both verbal and written communication. (7 minutes)