Video Clip: Do What Your Customer’s Love

In this video clip, Tom Vander Well presents to a small group of front-line Call Center Customer Service Representatives (CSRs). He illustrates why doing simply what customers expect may not result in higher levels of customer satisfaction. If you want to improve customer satisfaction, you have to consistently demonstrate on the phone the behaviors and service skills that customer’s love (and may not expect).

  8 comments for “Video Clip: Do What Your Customer’s Love

  1. November 3, 2010 at 4:03 pm


  2. November 6, 2010 at 9:57 pm

    Nicely put, Tom. The key to great customer service is giving more than what they expect: more than the scripting, more than the basics, more than just enough. Taking care of the customer doesn’t happen with the CCR standing on the sidelines. We have to be involved. We have to care. And it shows when we don’t.

  3. December 9, 2010 at 8:30 pm

    Recent Harvard research shows that most customers love efficacy. Dealing with their request quickly, completely and politely is a wonderful way to get love.


  4. February 28, 2011 at 9:27 am

    Loved this video! Tom Vander Well is such a good speaker and I like how he related everyday experiences to customer service. Sometimes, call center agents prefer to treat their customers in a way that is rather impersonal, or somewhat detached, focusing only on the mechanical procedures they have to go through. What they forget is that, this type of manner can make the communication and transaction more difficult for them, not to mention, more prone to arguments. It’s great that Well incorporated that illustration of his chore to his teaching’s approach.

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