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Customer Experience – Where To Park The Van?

Customer Experience – Where to Park the Van?

Positive soft skill behaviors help to create a positive customer experience.  And this goes way beyond what we say and how we look. The below video says more in two minutes than I can write in a few paragraphs – you’ll get the soft skill idea straight away.

Customer Experience

In the above video, the technician’s customer service attitude was tainted by rationalization.  So what happens when people rationalize?

Very simply, rationalization occurs when people seek self-satisfying but incorrect reasons for their behavior. Parking closer to the house was self-satisfying AND it was incorrect. Rationalization causes people to justify behaviors, in themselves, that they often wouldn’t tolerate from others.

The best advice is to make every customer experience a good one.

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Steve Coscia

The road from professional musician to thirty-year customer service veteran to best-selling author and speaker is not a typical career path, but Steve Coscia may have started a new trend.

Coscia is one of the most widely published and quoted authorities in the customer service industry. He has published more than 200 articles, four books and a series of training DVDs. His college curriculum is taught at institutions of higher learning throughout the United States and Canada.

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