Mastering the 7 Service Triggers

Course Content

Dear Student,

Congratulations you’ve reached the end of Mastering the 7 Service Triggers. We hope you’ve enjoyed the course and gained a new perspective on the power of prevention in your customer experience and customer service delivery.

We trust you learned both new concepts and new techniques, as well as having gained some fresh perspectives on how customer triggers are formed and pulled.

As you move forward in your customer service journey and use the principles you learned, here are three tips.

Focus on the wins. Prevention is a numbers game and is about having fewer upset customers, not zero upset customers. We will always have reactive service; you can’t prevent every customer issue. First, things happen; mistakes are inevitable. Second, each customer has different expectations of your organization, and what you provide and what they expect might not match. Remember, every customer service issue you avoid, every pulled trigger you prevent, pays off for you and the customer.
Get sick of hearing yourself. When you become really great at customer service communication, you will develop certain go-to phrases and words that you can deploy in common circumstances. While you don’t want to sound scripted, you will inevitably perfect certain language and end up saying the same things a lot. It’s okay. Think of politicians on the campaign trail or actors in a Broadway play; they say the exact same things, in the same way, night after night. You’ll know when you’ve locked down some effective language when you get sick of hearing yourself say it!
Always be improving. It’s easy to take a course or read a book and then fall back in your day-to-day grind. Of course, we’re realists. You have a job to do, and you’re not going to sit around all day perfecting your customer service techniques. However, it is only through improvement that you can grow, and it is only by reaching certain levels in your delivery of service that working with customers can become a consistently positive and empowering activity. Whether it’s a half-hour a week or five minutes a day, resolve to work on improving your skills.

Thank you once again for being a part of this course. We truly appreciate having you as part of the CTS family.

Also, please make sure to check out the next modules. You will find many helpful resources there.

I wish you the best on your customer service journey!

Sincerely yours,
Adam Toporek

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