Customer support isn’t in regards to the buyer at all times being proper, it’s in regards to the buyer feeling heard. If we in reality grant our shoppers with appreciate, we’ll domesticate commitment that lasts.
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Simon is an unshakable optimist. He believes in a glorious generation and our talent to assemble it in combination.
Described as “a visionary thinker with a rare intellect,” Simon has faithful his skilled time to assistance journey a perceptible of the arena that doesn’t but exist; a global wherein the giant majority of population get up each unmarried morning impressed, really feel preserve anywhere they’re and finish the hour fulfilled through the paintings that they do.
Simon is the creator of more than one best-selling books together with Get started With Why, Leaders Devour Terminating, In combination is Higher, and The Limitless Recreation.
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Over the past 20 years, customer service in the USA has declined tremendously. This morning, I went to McDonald's for breakfast. The drive-thru attendant bluntly told me, "Go ahead and order," without so much as a greeting. I ordered a drink and a sandwich, but they messed up my order not once, not twice, but three times, and didn't even bother to apologize. Sadly, this type of poor customer service has become a daily occurrence for me. I long for the "good old days" when customer service was great. Back then, if a restaurant made a mistake, they would apologize and make it right by offering something to make up for the error.
I dont think we got lazy i think people got rude and we still have to go out of our way to use customer service… with a big ole smile all the while being disrespected. Until the end of the conversation and they realize oh they we were just trying to help and do the job
It’s so true that customer service is all about making customers feel valued and heard rather than just proving a point. Simon's optimism and vision for a better future are truly inspiring. This year, the importance of real-time customer data is soaring to new heights. Companies across various sectors increasingly recognize the immense value of having up-to-the-minute information about their customers.
Great video! Love your points. As a company that prides itself on delivering excellent customer service through our product, we definitely agree that active listening, empathy, and problem-solving are key.
@SimonSinek
" it's about the customer feeling heard."
No it is not. Not even through your first paragraph and the self delusional premises are already obvious. Fact is that providers almost make it impossible to communicate a real life bad experience unless you kick in the door to the manager's office and shout it in his face.
Your method – not to mention customer tolerance – is maxed out long ago.
It is very offending when you are rightfully upset over bad service and then furthermore experience that you are not being taken seriously.
The premises of modern business communication to customers is the most insulting experience that you can have.
The theory behind modern communication – with the thesis that the world could appear flat if only communicated successfully – seems more and more like a religion, where the practitioners treat those who will not submit like heretics.
Practically all you as customer tries to communicate is being being bent into something companies use to create a successful narrative about themselves.
Complaints are being answered as they were questions or need for an explanation – instead of the obvious need for a stiff conversation they usually are. Typically are all 'situations' is being treated as they are already forgiven and forgotten.
My message is always that it is not – and the more this method is applied the less forgiveness the provider can expect and the more firm my claim is for an increasing compensation.
2:06 Thanks Simon you couldn't have portrayed your point better!!!!! >3
Unable to resubscribe to Alexa
Makes sense.
Recommend any book for someone who work at banking call center and non native speaker as well… please
Spot on!!
Wooow Simon, I fully agree, you are spot on…
Thanks for this video and sharing this scenario
If a customer at a cafe you managed mistakenly put a recyclable basket in the garbage, and then apologized after you corrected them, what would you say to him? Is there any chance you would add, "Just don't let it happen again"?
YES! The art of saying no to a customer is truly an art. And customer service is all about communication – the tricky part being, what is the message you're trying to get across? You learn this by listening to your customer, not by talking to them. Thank you, Simon, for more pearls of wisdom.
Simon, thanks another great lesson. Regards
It is so important to provide good customer service and building strong relationships with customers, especially in tough times. A monopoly position can lead to poor service and products because there is no competition to push the company to do better. However, hard times can force companies to focus on the basics of running a good business and building loyal relationships with customers. Empathy and caring about the customer is key, as opposed to just trying to make a sale. The customer service experience should not just be about getting what the customer wants, but also about making the customer feel heard and valued.
Choosing to lie to customer's as a strategy is actually messed up. If I found out a rep outright lied to me I personally wouldn't complain about the rep, I'd assume it was due to company culture and work with another company. A stern or flat tone wouldn't run me off, but continuously dishonest business practices would.
Thank you for clarifying this Simon, great ideas!
The protective train counterintuitively knock because light remarkably rain by a conscious friction. rude, obsolete error
Monopoly leads to low performance. Truism! Can anyone explain to us why anyone (besides teachers’ unions) would resist school choice, excepting the obvious—political corruption?
You can't be leading a team or be an entrepreneur nd not listen to Simon Sinek's teachings. You'd be missing a lot.
Even if I was in a business with no competition I would still provide the best customer service possible because without customers you have no business.
Mister Simon, you are indeed one of the most human promotor i have ever seen. Thank you.
Excellent explanations !!!!!!
I got lot of strategies from you Simon….
I owe you so much
So much this!
Gold
I've been in the solar industry since COVID began and it's so good right now because of gov't subsidies and all the companies are so focused on milking the most out of the homeowner and employee rather than nurturing a creating a sustainable business. It's a shame because subsidies that are meant to be for the benefit of people are just making a few rich while just barely doing enough to be more cost effective than traditional electric companies.
great content loving the lipstick bro
Yes, this! Please, remember that there is a human being on the phone.
S/S. Care is a four letter word – avoid ! 'Service' is something which is met, not exceeded otherwise you're a loser sir ? V
How you make someone feel
It all boils down to EQ n empathy
On the MONEY! There will always be that difficult customer, and it is up to us on the other side to decide how to be with them and what about the interaction matters most.
To serve is something that seems to be losing its importance. I’m a firm believer in the art of knowing your customer and how to be of service.
Love your work! Thank you. I’m learning so much.
This is such a good teaching , Simon
Simon your videos always give another angle.
Thanks for sharing your knowledge