Let's think about customer service experiences that you've had. How did the good experiences make you feel? After the bad experiences make you feel? Did you notice that the more extremely experienced are the good or bad, the easier it was to remember. It was a local place and I went in there because they had this fridge that I wanted for a pretty good price went in and I said that deliver it, they delivered it took a week, it was okay. Got it, the day after it was delivered, stops working.

So I ran to complain and they just kept saying, Look at the troubleshooting section in the manual and turn it on and off again, all of that kind of stuff. And then they eventually just said we'll call you back. They never did end up getting a mate. We loaded the fridge onto the back of my ute. We took it to the store and I demanded my money back. I don't like confrontation and stuff, but that was the only way I've got any result.

Who did you speak to? Vic Harvey electrics? Yeah. How long ago was that? Eight years ago, I spent a lot of time researching the very best vacuum cleaner I could find for long haired pits. And it's not really my thing, but I thought no, I'm going to spend the money and get exactly the right thing.

So I found a great one. I bought it, found the cheapest price picked it up, it was going great for about five or six months. And then the head of the vacuum cleaner just stopped working, which is the thing that actually gets all the hair out. So I rang the company and I said it's under warranty, can I get a new one and they sort of begrudgingly after a few phone calls, sent me a new one. About four months after that, the motor blew up. So I rang the company again, and they said you must be doing something wrong with the vacuum because our vacuums are fabulous and this wouldn't happen.

I spent a lot of time arguing with them. And in the end, they sent me a whole new vacuum free, which was great. It was in the warranty time. Just after the warranty ran out, the motor blew up again. So I took it to my local repair place. And I said this is ridiculous.

It's faulty during the company. The company me originally said yes, they would replace it and then they reneged on it. The good part of the story is that the little local company that I took it to the fixit people, they actually bought the vacuum for me and gave it to me because they'd promised that they'd fix it. So I got really bad service. And then I got some really lovely service as well. Who did you speak to?

But the baddies were Electrolux, and I really can't recommend them but the good guys were G and T electrical which is just a little local company and they're fantastic. How long ago was that? Well, the lot that last was probably about four and a half years ago. I was in Anaheim. We had a midnight flight booked back from Los Angeles to Melbourne. And we thought we had time to catch a quick dinner with some friends, which we did.

However, we hadn't reckoned on the traffic between Anaheim and the airport in Los Angeles. Now, we had confirmed our flight, they knew we were coming. But by the time we got there, they were just about to close the gates on the flight, and they had given away our seats to standby passengers. Well, you can imagine how we felt we were really upset. Now the people at the airline picked up on this anxiety knew we were in trouble and said, Look, I'm sorry, Your Business Class seats have gone. But let me see what I can do.

They went away and came back and said, We can upgrade you to first class. Well, you can imagine what a brilliant solution that was for us. However, there was still one problem though. This stage the gate had shot. And we were in trouble getting from the terminal out to where the flight was going from. But they didn't, they weren't one better.

They said, Look, we can take you through. And they ushered us through all of the steps to get us to the flight on time. Who did you speak to? That was cuantas Airlines. And I've been flying cuando se ever since. How long ago was that?

You know, it was at least 10 years. My girlfriend is showing me this app. And what you do is you can type in like any words, say like space dogs, and it'll show you pictures of space dogs, and you can get it on shirts and stuff. And so you can order any picture on any shirt in any size. So I found Christmas dogs, and I found this shirt that has like two dogs on it wearing Santa hats. And I ordered it and when I got it in the mail, it was a little bit too small.

And so I emailed them and said hey, I'm so sorry. I've ordered this shirt. It's like a custom print. But it's the wrong size. What do I do? And I said, we'll send out a new one free of charge.

Don't worry about sending the other one back. Just give it to a friend. How could that? Who did you speak to? That was redbubble, which is an app for iPhones and stuff. How long ago was that?

A week ago? What experiences of your own were triggered by watching the video? Did your mind immediately go to good experiences or bad? Our minds tend to remember negative experiences more easily than positive? The emotional memory can last for a while, as our interviewees showed, what assumptions did you make about the whole organization? Based on this one experience?

Did you notice the person went to the whole organization when they were asked who was responsible? This could mean that the person coming to face you has had a bad experience with someone else in the organization, and they're still carrying the emotional memory of that Not looking at you, they're looking at the organization that gave them that experience. They aren't upset with you. People often feel bad directing their anger towards a person, but no problems being angry with an organization. This could lead to you taking the emotional fallout from a person who had a good or bad outcome, the last time they dealt with your organization, no matter how long ago it was, you can often shift the emotion of the conversation quickly by using names. If they're thinking bloody bank or whatever.

You're saying, Hi, I'm rod could change the focus from organization to personal and this can shift the energy customers, everyone we come in contact with, who use our service or who are interested in our service. And today there are many ways they can interface with us. Face to face phone CMS email, web contact responding to blogs, social media letter facts, and no doubt other ways we haven't thought of yet. And they include people who are able bodied and those with disabilities and people from other cultural and linguistic backgrounds. So who your customers? To answer this?

Consider? Why does your job exist? You might define your customer as anyone you provide a service to either Past, present or future, because you can't know the limit of your customers or who you service. Now why do I say that? Well think of the internet. When you put something up on your website, you have no idea who or when it will be accessed.

Your customer interactions can be anywhere in the world, and for as long as that page is accessible. Customers are assets of your business The reason that businesses there they pay your wages and keep you in a job, so they deserve to be treated with respect. providing excellent customer care keeps you in a job. It also helps you progress in your career wherever that might take you. Understanding the customer relationship can help you in any work situation and also in your private life. As competition becomes more global and more fierce, excellence in service, whether it's face to face or over the internet is becoming even more important.

You must get every aspect of the customer relationship right if you're going to compete effectively. And there are other good reasons to provide great customer care to, you'll find people are nicer to deal with. You will be dealing with fewer customer complaints. You'll have the satisfaction of helping your company grow you'll be made Making the workplace more enjoyable. By cooperating and helping others in your company, you'll have the simple satisfaction of making someone's day better. You'll also have the satisfaction of solving problems.

And you'll be improving efficiency by providing what customers want not wasting resources on things they don't need. You'll be gaining self development and personal growth. And you'll pick up and practice new skills that you can use in all aspects of your life. As you'll see in this program, you'll simply find it easier and more fun to be at work. Please take a few minutes to review the notes in the workbook and complete the exercises. If you review the notes in a day or two, your retention of the material will increase considerably.

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