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    The 3 ‘R’s of Customer Service
    The 3 ‘R’s of Customer Service
    The 3 ‘R’s of Customer Service
    Ebook60 pages1 hour

    The 3 ‘R’s of Customer Service

    By Matthew Storey

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    About this ebook

    Hands up if you are happy with the standards of customer service?

    Nobody?!

    Well, I am pleased to say that you have come to the right place...

    Matthew Storey is passionate about changing the face of customer service by actually introducing a human face! Far too often the essence of humanity has been sucked out of the service industry by the speed of the digital age that we operate in.

    Matthew is a life-coach, mentor and business trainer who specialises in the provision of outstanding customer service. He has worked with thousands of others, from individuals right through to global corporations. He believes in a people centric culture - the only culture!

    His goal? To introduce a world where every customer has the right to be treated as a unique individual.

    Thank you for joining him on this journey...

    It is time to put the humanity back into customer service...

    LanguageEnglish
    PublisherCrofton Myers Training Ltd
    Release dateMay 9, 2017
    ISBN9781386596400
    The 3 ‘R’s of Customer Service

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      Book preview

      The 3 ‘R’s of Customer Service - Matthew Storey

      The 3 ‘R’s of Customer Service

      Putting Humanity Back into Customer Relationships

      Matthew Storey

      CROFTON MYERS TRAINING

      Copyright © 2017 by Matthew Storey

      All rights reserved. No part of this publication may be reproduced, distributed or transmitted in any form or by any means, without prior written permission.

      It is time to put the humanity back into customer service...

      Find out more at:

      thehumanstorey.com

      Layout © 2017, 2019 CreativeCatApps.co.uk

      CONTENTS

      THE STATE OF THE NATION

      INTERPRETATION

      ATTITUDE

      THE RULEBOOK MENTALITY IS THE PRESENT DAY ENEMY OF THE HUMAN TOUCH

      PLAYING WITH F.I.R.E. IN CUSTOMER SERVICE

      TIME TO CONNECT WITH A BIT OF RESPECT!

      OPEN THE DOOR WITH THE GIFT OF RAPPORT!

      TO CONCLUDE: WE MUST ALL STRIKE THE RIGHT BLEND TO RECOMMEND!

      ABOUT MATTHEW STOREY

      CHAPTER ONE

      THE STATE OF THE NATION

      Customer Service is a truly unique subject. The nature of its provision appears to be wonderfully intangible and yet it touches every human being in the most palpable way. We all really feel it when it is absent in our lives.

      This book will look at customer service in the only way it can be looked at—through the perceptive lens of the customer. I am a customer. You are too. Everybody I meet and speak with agrees that customer service has gone missing in the digital age. We all receive customer service and we would all like to see it improved. This book will give everybody that reads it the opportunity to help make those improvements—for both personal and business gain.

      So why is there such a problem out there?

      Interpretation and attitude!

      INTERPRETATION

      First, let us consider the former. We have all heard the famous motto ‘the customer is always right’. This expression was coined in the early twentieth century and yet, as I write this text in 2016, it is still a source of some debate and argument.

      Of course, the meaning of the phrase is morally sound: the customer’s view is integral at all times. The interpretation of it, though, has caused many problems over the years. Essentially, human beings are competitors by instinct. As soon as service providers are told that the customer must be right, they are riled by it. This means that they, by definition, stand their ground. Sadly, the customer’s prevailing view then gets sullied.

      This is incredibly dangerous.

      Service providers become obsessed with defending their reputation and failing to listen to the greatest gift of all—customer feedback. We all have two ears and one mouth—and it is always important to use them in that proportion! I often talk to companies and individuals that I work with and emphasise to them the importance of emotional intelligence. Put simply, emotional intelligence is staying in control of your emotions and having the ability to assess a situation logically and calmly. The absence of these traits is one key reason why the standards of customer service are so low.

      Therefore, let us look again at the maxim of ‘the customer is always right’ and redefine the integrity of this statement. I offer the following wording:

      The customer always has the right to be heard.

      Simple—and yet profound. We all need to accept that every single human being is wired differently and consequently will have variable opinions. This is why the customer ‘always being right’ can be met with resistance by service providers. However, they are spectacularly missing the point of wonderful service provision.

      The point is to make the customer feel special by actively listening (and then responding) to their every word—at all times.

      The current

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