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.
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.
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.
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.
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.
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.
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.
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.
