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Something’s Amiss featuring Kevin Steele

Customer Support shouldn't be "your problem / my help" says Kevin Steele. His approach makes every problem "our problem" to create partnerships with customers.

Rob Dwyer
Rob DwyerVP, Client Success

Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-word phrase, “Klaatu Barada Nikto.”It turns out that using a single wrong word has serious consequences.

You probably won’t have to battle an army of the dead because you miscommunicated with a customer, but those who’ve been involved in customer service and support know that customer interactions can feel like a battle. Kevin Steele learned that shifting your perspective of the customer can turn an adversarial interaction into a partnership and he joins to share how to make that happen.

Connect with Kevin on LinkedIn

Music courtesy of Big Red Horse

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