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Customer Service Training for Field Tech Employees
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BEYOND WOW!
A Professional Development Event for VGT
WHAT WE’LL COVER
Functioning more effectively as a team
Internal customer service Opportunities to improve the
customer experience How to WOW!
DO WE WORK IN SILOS?
DO YOU SEE A MAN’S FACE OR A WORD?
idea 15:Be Gumby!
Adopt the “Man in the desert” philosophy
SURPRISE & DELIGHT!
SURPRISE & DELIGHT
3-foot Mickey Mouse Homebuilder putting plants on
neighbors’ porches Twitter intervention
ELEMENTS OF SURPRISE & DELIGHT
Produces a wow reaction Appears to be spontaneous Makes customers feel valued Memorable Creates a talking point Different
IDEAS FOR SURPRISE & DELIGHT
“Thank you” Handwritten note Plus 1 Following-up after resolution
EM·PA·THY
Identification with and understanding of
another's situation, feelings, and motives.
Peel back the onion
212 degrees
Q & A
Email me at myra@myragolden.com for
Additional questions not answered today
For a copy of today’s presentation Blog:
www.MyraGolden.Wordpress.com Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden
Thanks for letting me be a part of your
day!
Thanks for letting me be a part of your
day! want more? visit: www.MyraGolden.com
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