Simply communicating the appropriate information is not going translate to value for the organization. It’s not what you know; it’s what you do with consistency. Therefore, our system is to guide our clients, by asking questions, to collectively come up with what good customer service practices are. Since it was their idea, or at least it came from their peers, people are a lot more receptive to owning the concept, which makes behavior change a much easier pill to swallow.
We set out to lead our cleints into self-discovery. If they just do what they know the right thing to do is, your customer service issues would be handled
You get more flies with honey than with vinegar.
We have to somehow make it a fun experience for our clients. If they have fun, then they were consistently more likely to walk away with something valuable. We bring a lot of stories, moreover, we solicit and welcomed our clients stories, so we can help tell their story.
Clients want to be a part of something bigger. They want to be a contributing member. They want to be heard.