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In this YouTube Video, learn "What is customer service? The 7 Essentials To Excellent Customer Service" in this complimentary video series from business coach and consultant, David Brownlee. CEO of Pure Customer Service and founder of www.PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients. Call or email us today to find out we can help grow your business through coaching, consulting or our training programs www.PureCustomerService.com
Customer service is more than waiting on customers. It includes trying to exceed customer expectations. More common retail and customer service interview questions and sample answers are a good place to start. Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an avenue for follow up. Customer service is the provision of service to customers before, during and after a purchase. According to David Brownlee and the www.purecustomerservice.com "Customer service is a series of 7 essentials to excellent customer service. Mar 2, 2013 -- Customer service is the practice of providing customers with a positive, helpful experience. Good customer service must include 7 essentials and a great customer service training company like davidbrownlee.com. For the Institute of Customer Service "Customer service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction. Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a stong customer service program, customers keep coming back. Definition of customer service: All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a customer and their overall experience with your company. Can you answer these Sales and Customer Service questions? I am handling a training session on customer service for the public works department of a city near you. The enhancement of customer service is the driving force behind the redefinition project. It is important to David Brownlee and Associates that all staff know the 7 essentials to excellent customer service. Why Is Excellent Customer Service So Rare? Five Needs of Every Customer. External and Internal Customers. Customer Attributes. Cost of Losing a Customer can be huge. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a broad spectrum of jobs. Customer care involves putting systems in place to maximize your customers' satisfaction with your business. Sales and profitability rely on ensuring your customer loyalty. Feb 6, 2013 -- David Brownlee also blogs here. "Customer Service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the company and their clients. Customer Care refers to systems in the business place that will maximize your customers' satisfaction with your business. Learn more now! (800) 299-3449. May 5, 2013 -- Customer service is helping a customer with any issues or concerns they may have on a product or anything else relating to the place at which you find yourself and your company. Jan 25, 2013 -- Many marketers are evaluating what role customer experience and customer service should have in their 2013 marketing goals. The answer is easy. www.purecustomerservice.com Mar 7, 2012 -- The ultimate guide to the question: What Is Customer Service? 19 experts from customer service, small business, and marketing share their expertise. Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or hardware need to do an exceptional job. Oct 5, 2012 -- "I can't get in touch with my customer service rep is something you hear all too often. I need to talk to someone about my bill. Please call me." David Brownlee (800) 299-3449 can answer all of your customer service training questions. Some surprising studies, stories, and documentaries have come out about customer service, and they could change the way you run your business. Experts from www.purecustomerservice.com are awesome.
Dear David I hate my customers. My question is how can I have a better relationship with my customers? Please let me know. God will bless u David. Peace out! 😎 ps I work in retail (I am also a rapper/beatmaker) but would maybe like to own A business one day my question pertains to my current retail job. Many thanks David. You the best!
I hate that I half as things An d not really give fully my all on the important stuff like just a careless dude I don't know why it is this video just gave me a push to smile more but my lack of information kills me in giving to people how do you build that ?
I just want to thank this video & CoachdavidBrownlee. After watching this video a night before my interview with Duke Energy. I got the job! This video really set my confidence, how to rapport with customers on the phone. Thank you once again.
I called Luciani Infiniti they had erase my file out of there system and don’t want me to service my car no more at there place because while back I posted a comment THIS IS WHAT HAPPENS AT INFINITY DEALER DOWMTOWN. FORGOT TO PUT THE BOLT FOR MY REAR BRAKES.... BEWARE.....this is how much I payed 6 years ago I would use all my energy to show everyone what you guys are all about
Thank you David ! Your video helps a lot for my training class next two weeks 😍
Actually..I did create my own accronym..LRT F..which stand for Listen Respond Take action & Follow up. However I found that ur points are way much better. :)
keep up ur good job !
Thank you so much. My industry is full of men and they do come across as creepy. I have no clue how to stop it so I don't smile or anything.... But then they complain and call me all kinds of negative names. What can I do? Any advice is helpful.
im a spanish study and i have to do a power point exposition and i liked you video but you talk very fast and y didnt get all that you said if you can help me i want all ther things that you said but you didnt wrote
This is great because I work in customer service and I'm learning how to improve the experience they receive, also I will start my own bussiness in January, I really apprecciate your video, it's very helpful.
Hi David, I am completing a Certificate III in Business and this video was recommended to watch. I also work in Customer Service and I plan on making that my career. This video provides amazing information that I can relate to and use on a daily basis! Thanks heaps!
Hello Mr. David I have worked in the healthcare field for the past few years now, and I have always wondered how I can covey to a possible employer that I have people skills in my resume. Please help me figure this out thanks.
Thank you for this video David! I am a sales representative currently however, we constantly deal with customers who have a rough experience with companies in our industry. Have you had those people apply these skills as well?
hello! thank for your best tips, I will get guest service in hotel in VietNam, this tips will be important for me in new job, I will always remember when I contact with my guest.
thank you so much and wait for your new clíp.
Hi Sir. I work for a company as a costumer service agent. the company provides medical services outside the county. my job is to give the costumer enough information and persuade them to use our services to go for treatment to foreign countries. what could be some of the most important steps for me to take to do my job perfectly????? thank you.
Example of bad customer service that I recently experienced.
Beware of these guys if you want an 8.1 solution, they will pretend to build the vm convert app for you but do not deliver.
They have stopped communicating with me.
I bought the first part. Now they have refused to get me the second part. They seemed to be claiming I owe them an additional $150 that was not ever discussed in our many emails in the last two days. This whole process has been confusing.
They claimed they provided tech support of over 25 minutes when the product was not even ready to be installed. The emails were about the process of getting 8.1 to work not tech support.
PS: Since this post
I have been accused of spreading lies with this post above.
I will add a caveat that I found where tech support said they were still working on the solution. The email process of tech support and Gmail process of compressing messages caused me to miss this. I asked for a link and was told to wait for the solution. I have been accused by the owner of Robolinux.org of not being able to read. This whole process has been confusing to me. I am not technically illiterate. If this process is difficult for me, I can only imagine how confusing it would be to someone who actually had very little technical ability which seems to be the market these folks are working with. I got a harsh email from the owner saying he was terminating tech support I guess meaning he will no longer communicate. I have never liked bullies. I will acknowledge where I have made an error like I did here. I will not back down because someone has poor customer service. I am out a small amount of money. I am continuing this process to perhaps warn others of the challenges in this company's communication process. You will be billed for process emails. If you need tech support beyond that you will have to pay additional for each 30 minute block. The email system of tech support is awkward especially with replies buried within the entire history as handled by the email client. The whole process is confusing. Their site is confusing. Their tech support is confusing. I missed a critical part of their communication. I have admitted that. They have admitted nothing. They have stopped communicating with me again. Their hours of operation have complicated the whole process. The are open in the mornings for about four hours EST. I am CST which means about two actual hours for me. Then they are open again in the evenings. I understand they may be a small business. I do not understand why their confusing processes have to be my fault. I do not understand why I have to pay process email time instead of actual tech support. Then when I try to get clarification, which I asked for over and over, not just this morning, I am confused and feel mislead. I tried to get better communication. I do not get it. I posted my frustration with the post above and the companies response is to accuse me of being a nasty abusive customer and all services are terminated.
I am blocked by robolinux.org email server
Robolinux Global NOC Admin
7:52 PM (6 minutes ago)
Refused by smtp server.
Please read this post before making assumptions. I am not promoting robolinux.org. I am merely putting their sites here to identify them. If that is a problem, I will remove the site links.
Thanks for sharing. Really helpful..
I have two questions and will appreciated having your answers thanks
1- how would you go about resolving a customer's
issue that is not covered under our Return Policies?
2- how would you address an issue that was not covered in your training, and work to resolve it?
Thanks Khan! I just released 3 new videos. More to come. Like my page at Facebook, Coach David Brownlee and you can get my live videos as well. I am glad you are getting great value from my videos. Cheers, David
Thanks coach David. it helped me a lot especially during this time that i am currently applying for a customer service job. Great tips and really helpful thoughts you've shared. really grateful on this video of yours. Salute! :)
Hey there! My new FREE training is all set to go for you. Go to www.PureCustomerService.com and tell me your name and email address on the homepage and I will send you your videos, templates and scripts. Enjoy! Cheers, David
You're right! I apologize. We are switching platforms. It will all be up and running next month. In the meantime, connect with me at davidbrownlee.com or purecustomerservice.com. I appreciate you and look forward to connecting. Cheers, David
Thank you Charlotte! I hope you got great value from the video. Please let me know if there is ever anyway that I can serve you or your clients. Connect with me at Coach David Brownlee on Facebook and please share this video on YOUR favorite social media page (LinkedIn, Google Plus, Tiwtter, Facebook, etc.) so that I can serve someone you know that needs to hear the message :) Thanks so much! I look forward to connecting with you! If you would like to dive deeper into the content, find me at davidbrownlee.com or purecustomerservice.com. Wishing you all the best! - David
Thank you Dijonne! I hope you got great value from the video. Email me your challenges at [email protected] Please let me know if there is ever anyway that I can serve you or your clients. Connect with me at Coach David Brownlee on Facebook and please share this video on YOUR favorite social media page (LinkedIn, Google Plus, Tiwtter, Facebook, etc.) so that I can serve someone you know that needs to hear the message :) Thanks so much! I look forward to connecting with you! If you would like to dive deeper into the content, find me at davidbrownlee.com or purecustomerservice.com. Wishing you all the best! - David
Your welcome River! I hope you got great value from the video. Connect with me at PureCustomerService.com and we will make sure we get your team trained up right. Please let me know if there is ever anyway that I can serve you or your clients. Connect with me at Coach David Brownlee on Facebook and please share this video on YOUR favorite social media page (LinkedIn, Google Plus, Tiwtter, Facebook, etc.) so that I can serve someone you know that needs to hear the message :) Thanks so much! I look forward to connecting with you! If you would like to dive deeper into the content, find me at davidbrownlee.com or purecustomerservice.com. Wishing you all the best! - David
Great training. I love that it was straight to the point and didn't waste my time with self promotions for other trainings. 12 1/2 minutes of training done in 12 1/2 minutes, not 60 minutes to get to the 12 1/2 minutes. Will definitely search out more trainings by David Brownlee!
Thank you Yassine! I hope you got great value from the video. Please let me know if there is ever anyway that I can serve you or your clients. Connect with me at Coach David Brownlee on Facebook and please share this video on YOUR favorite social media page (LinkedIn, Google Plus, Tiwtter, Facebook, etc.) so that I can serve someone you know that needs to hear the message :) Thanks so much! I look forward to connecting with you! If you would like to dive deeper into the content, find me at davidbrownlee.com or purecustomerservice.com. Wishing you all the best! - David
We as a training academy use an open source e-learning platform “moodle” for our students. We would like your permission to embed your video on our platform, which will serve as an additional resource to our students and garner more views for your channel.
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Thank you for the information. I believe that customer service is one of the most important aspect of any business. You can have the hottest product in the market, but if your employees lack customer service skills, you will not success in life.
Hey David, very helpful video. I have a doubt, need your help.. recently working for a customer care service.. how do I ask for the order number ?
what is more appropriate to use.. can you provide me with the order number ? or may I have the order number ? Pls guide.. how do I frame the sentences..
Thank you Glory! Email me your challenges and we'll see if we can overcome them together. I hope you got great value from the video. Let's deep dive together and help you overcome this challenge. Contact me at [email protected] Please let me know if there is ever anyway that I can serve you or your clients. Connect with me at Coach David Brownlee on Facebook and please share this video on YOUR favorite social media page (LinkedIn, Google Plus, Tiwtter, Facebook, etc.) so that I can serve someone you know that needs to hear the message :) Thanks so much! I look forward to connecting with you! If you would like to dive deeper into the content, find me at davidbrownlee.com or purecustomerservice.com. Wishing you all the best! - David
I only got through the first three things to remember. I want to work for you. I currently work in food retail. Just listening to you talk while typing is giving me more intiative to give good customer service.
Thank you David, this was an excellent video for polishing my customer service skills.
I'd advise others to subscribe too, because I believe it'll be of great help to many others.
Keep it up.
thank you Mr. Brownlee I learned a lot I am a 51 year old lady that is going to take a customer service test and is a little afraid haven't took a test like that in over 20 years how do I over come my fears
Hi Gina! Follow your heart! If you are perpetuating kindness and caring in your customer service, you are doing it right! If you want more in depth training to really build up your confidence, visit me at www.RockStarCustomerService.com. There are some resources that can really help you out. Best of luck!
I am going to start my first job as a CUSTOMER SERVICE MANAGER in Australia regarding Supermarket. I have done Customer Relationship Management & Human Resources Management, this video was just like I have studied. But you teaching style is extremely professional it was very useful for me. Need more professional points to keep in mind while serving the Customers. Thanks
This poem was written by a friend and colleague, Catherine Young. I hadn’t seen her in awhile, and then ran into her at a local coffee shop, where she handed me an envelope with a poem she’d written in it.
Oh thanks, I said, focused on other issues at the time. I stuffed the envelope into my purse and thought nothing about it until a few days later when I dug it out to clean up my purse before traveling.
And then I read it, and sat down and read it again and got all soppy-eyed and petted Willie and went to the couch and got Tootsie on my lap and read it again. It’s the best description I’ve ever read of how many of us feel after we lose a beloved dog, and it seems especially fitting after so many evocative comments from last week’s blog about “dogs as family.”
Here it is, with a wave of gratitude to Catherine for letting me share it with you:
Things to do after your dog has died.
Sweep the floor.
Look out the window.
Make a cup of tea and some toast.
But then not eat them.
Change the sheets on the bed.
Forget what day it is.
Stumble into a corner of the floor and hold your knees tightly.
Pull yourself together.
Make another cup of tea and this time drink it.
Look out a different window.
Stare at that spot on the floor where your dog used to stretch out, languid and happy, his paws twitching as he raced across sleep meadows and into dream ravines filled with moss and ferns and the scent of foxes.
Look for the Kleenex.
Use toilet paper instead.
Wander around the house, your heart like a damned anvil in your chest.
Heat up leftovers.
Push them around the plate before leaving the entire thing in the sink.
Look for what is not there.
Feel the forgotten fur beneath your fingertips.
Feel the forgetting begin.