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Artificial Intelligence vs. Humans
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The Internet of Things is all around us, both enabling and enabled by Artificial Intelligence. It is rapidly changing the face of customer service, marginalizing the role of humans by the day. Does that mean that personal attention as we know it is doomed? The simple answer is no. To the contrary! Keep reading →

 

Job description of a Service Professional

What does it take to be a great service professional? The answer: knowledge and mindset. The way of working I promote is based on a mindset which I like to squeeze in a simple three-word job description. You need to be a Facilitator, Detective and Plumber.

What does it take to be a great service professional? The answer: knowledge and mindset. The way of working I promote is based on a mindset which I like to squeeze in a simple three-word job description. You need to be a Facilitator, Detective and Plumber.

What does it take to be a great service professional? The answer: knowledge and mindset. The way of working I promote is based on a mindset which I like to squeeze in a simple three-word job description. You need to be a Facilitator, Detective and Plumber.

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Facilitator

It all starts with listening. Show true interest in your (potential) clients. Provide them a stage and encourage them to share their thoughts and experiences.

It all starts with listening. Show true interest in your (potential) clients. Provide them a stage and encourage them to share their thoughts and experiences.

It all starts with listening. Show true interest in your (potential) clients. Provide them a stage and encourage them to share their thoughts and experiences.

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Detective

Understand the full context of a situation. This means collecting and analyzing all the information needed to make a proper assessment.

Understand the full context of a situation. This means collecting and analyzing all the information needed to make a proper assessment.

Understand the full context of a situation. This means collecting and analyzing all the information needed to make a proper assessment.

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Plumber

When your bathtub is leaking and water starts pouring through your ceiling, a good plumber is the hero that will come to your rescue.

When your bathtub is leaking and water starts pouring through your ceiling, a good plumber is the hero that will come to your rescue.

When your bathtub is leaking and water starts pouring through your ceiling, a good plumber is the hero that will come to your rescue.

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The Service Experience Alphabet ©

For an empowered service professional, it takes two things to exceed customer expectations: knowledge and the right mindset. This mindset translates into 26 essential human characteristics that service bots don’t have. Introducing: the essence of service experience in 26 words. Easy as ABC.

For an empowered service professional, it takes two things to exceed customer expectations: knowledge and the right mindset. This mindset translates into 26 essential human characteristics that service bots don’t have. Introducing: the essence of service experience in 26 words. Easy as ABC.

For an empowered service professional, it takes two things to exceed customer expectations: knowledge and the right mindset. This mindset translates into 26 essential human characteristics that service bots don’t have. Introducing: the essence of service experience in 26 words. Easy as ABC.

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A is for Authentic

You are the owner and sender of your messages, so choose your words as an individual. Tailored instead of one-size-fits-all. Clients will sooner or later sense scripted or copy / paste replies, be it online, in an email, on the phone or face-to-face.

You are the owner and sender of your messages, so choose your words as an individual. Tailored instead of one-size-fits-all. Clients will sooner or later sense scripted or copy / paste replies, be it online, in an email, on the phone or face-to-face.

You are the owner and sender of your messages, so choose your words as an individual. Tailored instead of one-size-fits-all. Clients will sooner or later sense scripted or copy / paste replies, be it online, in an email, on the phone or face-to-face.

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B is for Businesslike

Stay in control and draw a line when necessary. Lead the conversation and know when to end it. Don’t go onto the defensive or persist in making a point. Avoid sparking a debate, or you’re likely going to lose a client. Leverage commercial opportunities if appropriate.

Stay in control and draw a line when necessary. Lead the conversation and know when to end it. Don’t go onto the defensive or persist in making a point. Avoid sparking a debate, or you’re likely going to lose a client. Leverage commercial opportunities if appropriate.

Stay in control and draw a line when necessary. Lead the conversation and know when to end it. Don’t go onto the defensive or persist in making a point. Avoid sparking a debate, or you’re likely going to lose a client. Leverage commercial opportunities if appropriate.

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C is for Creative

Forget the “yes, but” trap as much as possible. Think in terms of possibilities, rather than limitations. Offer a choice or an alternative. Try new things and consider out-of-the-box solutions that bring a smile to a client’s face. Keep policies and compliance in mind though.

Forget the “yes, but” trap as much as possible. Think in terms of possibilities, rather than limitations. Offer a choice or an alternative. Try new things and consider out-of-the-box solutions that bring a smile to a client’s face. Keep policies and compliance in mind though.

Forget the “yes, but” trap as much as possible. Think in terms of possibilities, rather than limitations. Offer a choice or an alternative. Try new things and consider out-of-the-box solutions that bring a smile to a client’s face. Keep policies and compliance in mind though.

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Filming, Directing & Editing
Videography
Visual storytelling by translating moments into motion, settings into composition, and moods into music.
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