Course Content

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  The Power of the 7 Service Triggers

  • Why This Course?
    2:25
    
  • What Are the 7 Service Triggers?
    1:23
    
  • Where Do Service Triggers Come From?
    2:23
    
  • How the 7 Service Triggers Can Help You
    1:24
    
  • How to Get the Most Out of This Course
    2:30
    
  • Worksheet: The Power of the Service Triggers
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  Service Trigger #1: Being Ignored

  • Why Do Customers Feel Ignored?
    1:32
    
  • Tip: Know Your Industry
    1:02
    
  • Tip: Know Your Organization
    1:20
    
  • Technique: Establish Response Times
    1:07
    
  • Technique: Use the 10-5 Rule
    0:57
    
  • Technique: How to Use BRWY Communication
    3:04
    
  • Bonus Tip: Be Careful with BRWY In Retail Environments
    1:20
    
  • Worksheet: Service Trigger #1: Being Ignored
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  Service Trigger #2: Being Abandoned

  • Why Do Customers Feel Abandoned?
    2:04
    
  • Tip: Understanding the Time Perception Gap
    0:45
    
  • Tip: The Abandonment Tell
    1:37
    
  • Technique: Check In Frequently
    1:12
    
  • Technique: The Power of Assuring Accountability
    2:16
    
  • Technique: How to Assure Accountability
    2:02
    
  • Technique: What If I am Unable to Be Accountable?
    2:04
    
  • Bonus Tip: Assuring Accountability When You’re Not Disengaging
    1:48
    
  • Technique: Getting Buy-In for Your Response Time
    1:39
    
  • Worksheet: Service Trigger #2: Being Abandoned
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  Service Trigger #3: Being Hassled

  • Why the Hassle-Factor Matters
    1:40
    
  • What Is Customer Hassle?
    1:48
    
  • Tip: Know What Flexibility and Authority You Have
    1:26
    
  • Tip: Know What Your Systems Can Do
    1:32
    
  • Technique: Assisting Processes
    1:09
    
  • Worksheet: Service Trigger #3: Being Hassled
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  Service Trigger #4: Being Faced with Incompetence

  • What Do Customers Consider Incompetence?
    2:34
    
  • Tip: Be the Best You Can Be
    1:48
    
  • Technique: Get Customers to the Right Place
    1:06
    
  • Technique: If You’re New, Let ‘Em Know It
    0:53
    
  • Technique: Let ‘Em Know This Isn’t Normal
    1:44
    
  • Technique: How to Handle Organizational Incompetence
    1:37
    
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  Service Trigger #5: Being Shuffled

  • Shuffling Stinks!
    2:10
    
  • Tip: Know Your Colleagues and Infrastructure
    1:22
    
  • Technique: Setting Up the Transfer
    1:44
    
  • Technique: Making the Transfer
    1:19
    
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  Service Trigger #6: Being Powerless

  • Why Do Customers Feel Powerless?
    1:57
    
  • Tip: Give Customers a Sense of Control
    1:23
    
  • Technique: How to Communicate Customer Control
    2:33
    
  • Worksheet: Service Trigger #6: Being Powerless
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  Service Trigger #7: Being Disrespected

  • Being Disrespected: The Ultimate Trigger!
    1:52
    
  • Tip: Grandma Knew A Lot About Respect
    1:50
    
  • Tip: Listening Is Respect
    2:22
    
  • Technique: Focus on Feelings First
    1:30
    
  • Tip: What If a Customer Already Feels Disrespected?
    1:40
    
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  Next Steps

  • Prevention Is the Ultimate Investment
    1:03
    
  • Worksheet: Trigger Prevention Planning
  • Final Thoughts
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  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
  • Citations