Mastering the 7 Service Triggers

This online course is designed to make your life working with customers easier by using the 7 Service Triggers to prevent common customer service issues from occurring in the first place.

The Power of the 7 Service Triggers

7ST-M1-L1

2:25

Why This Course?

7ST-M1-L2

1:23

What Are the 7 Service Triggers?

7ST-M1-L3

2:23

Where Do Service Triggers Come From?

7ST-M1-L4

1:24

How the 7 Service Triggers Can Help You

7ST-M1-L5

2:30

How to Get the Most Out of This Course

Worksheet: The Power of the Service Triggers

Service Trigger #1: Being Ignored

7ST-M2-L1

1:32

Why Do Customers Feel Ignored?

7ST-M2-L2

1:02

Tip: Know Your Industry

7ST-M2-L3

1:20

Tip: Know Your Organization

7ST-M2-L4

1:07

Technique: Establish Response Times

7ST-M2-L5

0:57

Technique: Use the 10-5 Rule

7ST-M2-L6

3:04

Technique: How to Use BRWY Communication

7ST-M2-L7

1:20

Bonus Tip: Be Careful with BRWY In Retail Environments

Worksheet: Service Trigger #1: Being Ignored

Service Trigger #2: Being Abandoned

7ST-M3-L1

2:04

Why Do Customers Feel Abandoned?

7ST-M3-L2

0:45

Tip: Understanding the Time Perception Gap

7ST-M3-L3

1:37

Tip: The Abandonment Tell

7ST-M3-L4

1:12

Technique: Check In Frequently

7ST-M3-L5

2:16

Technique: The Power of Assuring Accountability

7ST-M3-L6

2:02

Technique: How to Assure Accountability

7ST-M3-L7

2:04

Technique: What If I am Unable to Be Accountable?

7ST-M3-L8

1:48

Bonus Tip: Assuring Accountability When You’re Not Disengaging

7ST-M3-L9

1:39

Technique: Getting Buy-In for Your Response Time

Worksheet: Service Trigger #2: Being Abandoned

Service Trigger #3: Being Hassled

7ST-M4-L1

1:40

Why the Hassle-Factor Matters

7ST-M4-L2

1:48

What Is Customer Hassle?

7ST-M4-L3

1:26

Tip: Know What Flexibility and Authority You Have

7ST-M4-L4

1:32

Tip: Know What Your Systems Can Do

7ST-M4-L5

1:09

Technique: Assisting Processes

Worksheet: Service Trigger #3: Being Hassled

Service Trigger #4: Being Faced with Incompetence

7ST-M5-L1

2:34

What Do Customers Consider Incompetence?

7ST-M5-L2

1:48

Tip: Be the Best You Can Be

7ST-M5-L3

1:06

Technique: Get Customers to the Right Place

7ST-M5-L4

0:53

Technique: If You’re New, Let ‘Em Know It

7ST-M5-L5

1:44

Technique: Let ‘Em Know This Isn’t Normal

7ST-M5-L6

1:37

Technique: How to Handle Organizational Incompetence

Service Trigger #5: Being Shuffled

7ST-M6-L1

2:10

Shuffling Stinks!

7ST-M6-L2

1:22

Tip: Know Your Colleagues and Infrastructure

7ST-M6-L3

1:44

Technique: Setting Up the Transfer

7ST-M6-L4

1:19

Technique: Making the Transfer

Service Trigger #6: Being Powerless

7ST-M7-L1

1:57

Why Do Customers Feel Powerless?

7ST-M7-L2

1:23

Tip: Give Customers a Sense of Control

7ST-M7-L3

2:33

Technique: How to Communicate Customer Control

Worksheet: Service Trigger #6: Being Powerless

Service Trigger #7: Being Disrespected

7ST-M8-L1

1:52

Being Disrespected: The Ultimate Trigger!

7ST-M8-L2

1:50

Tip: Grandma Knew A Lot About Respect

7ST-M8-L3

2:22

Tip: Listening Is Respect

7ST-M8-L4

1:30

Technique: Focus on Feelings First

7ST-M8-L5

1:40

Tip: What If a Customer Already Feels Disrespected?

Next Steps

7ST-M9-L1

1:03

Prevention Is the Ultimate Investment

Worksheet: Trigger Prevention Planning

Resources

Online Resources for Further Learning

Desk Reference: The 10 Power Words

Sample Chapters: Be Your Customer's Hero

Infographic: When Customers Stick

Infographic: 8 Ways to Be Your Customer's Hero

Bonus Infographic: What Customers Really Experience Holiday Shopping