I appreciate that they showed on camera what the audience was saying so you could understand them. I've watched this lecture and took many notes, which I will definitely take back to my job!
Thank you, thank you, thank you, I been working as a customer service representative in different line of business for the past 10 years and consider there is always room for improvement and certainly I was able to refresh as well as learn a lot besides having a good time!.... and by the way you got me on that Johnny experiment!
Once everyone leaves this kind of seminars 99% aren't allowed by their employers to provide great service. Most CEOs haven't a clue about customer service and most all middle managers spend most of their time hiding the truth from upper management
you can learn alot by listening to the stories of other peoples experience about customer service. When telling a story you will keep people's attention with humor.The ability to make changes in your version of customer service depends upon your willingness to learn from others and put these tools into play. Relationship with the public is key.
Thanks Mrs. Carrie Gendreau's was an interesting and helpfull video which gaves me good tips to use in the Costumer Service environment. 👍 Many thanks.
That joke is so sick. Martha and Stumpy Grinder were my grandparents. We were happy that Grandpa finally got to fly, but we really miss Grandma-she was such a wonderful person.
I started watching this video out of interest as an expert on Customer Experience/Service strategy and training myself. I realise that some of Carrie Gendreau's content whilst good is pretty common knowledge and out-dated nowadays. [the video was filmed in 2011 after all!] Nevertheless, I thought that Carrie made some quite valuable points. However, I do take issue with her references to Prof Albert Mehrabian's 'Communication Model' developed in 1967. Indeed, this seems a very common mistake by many so called 'communication skills experts' in America - who all seem obsessed with 'body language'. Mehrabian's ''55-38-7 Rule'' [as it is often referred to] was only a 'theory' NOT an established and scientifically-proven concept. In addition, he based his tests on an extremely low sample - apparently only 5 subjects! What Professor Mehrabian actually meant [and he has been trying to clarify this for more than 50 years ever since he announced his theory!] is that for verbal communication - which is just 7% of all our communication - to be effective it needs to work in harmony with the other two channels [ie: visual and vocal]. From a very early age, our brains are hard-wired to recognise particular non-verbal 'cues' [eg: finger-pointing, raised vocal levels, wide open mouths, nostrils and eyes etc] which are linked with specific messaging. If however, we were to scold a child [for example] using a soft or low voice, avoid pointing our finger, having our mouths and eyes wide open - this would confuse the receiver and cause a 'communication disconnect'. Similarly [and this is a favourite of American 'body language experts'!] crossing our arms does not necessarily mean we are being defensive or 'closing ourselves off' to our audience. It could simply be because we are in a cold environment and trying to keep warm, or this is our normal 'default position'. [which we feel most comfortable in]. As Dr Amy Cuddy so fraudulently proved - there is a lot of complete nonsense spouted about 'body language' and non-verbal communication. And when you consider the levels of immediacy and alacrity that modern communication is subject to nowadays - it is astonishing that so many Americans particularly are so fixated by it. A very recent study into how much time a CEO [or C-suite] will give you to talk to them - found that it was just 3-5 minutes! Do you honestly believe that the CEO cares where your hands/arms etc are positioned! Of course not! They are MUCH more interested in the MESSAGE - and nowadays this is the single most important factor, especially in business communication.
i am taking everything from this lecture back to my work application of it all and aiming for higher production post the global pandemic covid 19 ,willing to make a remarkable and significant mark on customer service
@Andrew Mboweni ......No doubt, Carrie shared some very helpful 'tips' and advice etc in her video - but these are quite outdated ideas nowadays Andrew. In addition, 'Customer Experience' was in its infancy when this film was made - and CX is now far more sophisticated and technologically advanced. So I would urge you to be a little more discerning in your application of CX and customer service strategies and behaviours than is shown here. They may cause more harm than good!
I worked at a hotel awhile ago and a guests car was broken into. The GM, the staff, and I took care of it right away. Well, the guest was still at the hotel. We noticed he was walking around the hotel talking to the guests. He and some guests walked in and he was telling them about his car break in. We assured the incoming guest it was not common and we took care of the situation, but just by that guy telling them about the break in, we lost that guest. So, in some cases, we can not always save something being done ASAP. It was unfortunate for us, and unfair because as a hotel, we are not responsible for break ins and the guy was going overboard by costing us our check-ins. (The guy did not stop there, he did continue to tell people who were coming in and some throughout the night, canceled their stay with us)
It sucks that i can hear well for this video, and the caption doesn't have one for this video. I don't know what are the 7 secrets to Exceptional Customer Service is
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If audience sharing could be cut out of video, it would be great. Audiance should have been trained to wait for the end of presentation to comment or ask questions.
I've got to get this negative energy out. Correct me if I'm wrong ....The basic that you learn when studying ANY language is "Hello" "Please" "Thank you" "Goodbye"....Most people speak English as a 1st or 2nd Language...some people have got no manners at all..It winds me up, personally when I'm giving 100% customer service in retail. I do not even get any eye contact from some customers ,to even acknowledge that maybe they don't speak any English, or even just a nice smile....when I ask do they want a bag or cash back they just give me a full on blunt snotty, NO or YEAH..ORRR just SHOUT bag at me ...Soooo they must know the basic stuff !!!!!... Hand on heart when I go on holiday I make sure I know how to say to the above in the language the country speak s...Rant over good night xxx
This was nice to watch ,pofessional in being a techer ,but To much talking in story telling ....way to much . Ppl there need to be more active in talk and participation in conversation. each topic needs better examples to the audience listening . If your in business ,own it or work in thete you need to talk about policy vs laws ,duty of care and safety in a heated situation ,up selling ,keeping up standards and expectations vs is the customer always right hiw to inform them and offer a solution.
