You Need to ENDEAR Yourself When Customers Go Off On You About Wearing a Mask

2020-10-09

6 Steps to Diffusing and Satisfying a Customer with Needs with Russ Dantu It seems like every day a customer and service provider is video recorded in an altercation over masks. But the issue for businesses is so much deeper... how to handle guests who have a problem or challenge. 🛎 In this episode We'll talk about what it takes to keep your cool and deal effectively with customers in a way that turns them into loyal ambassadors. ABOUT RUSS Russ Dantu is a se...

6 Steps to Diffusing and Satisfying a Customer with Needs

with Russ Dantu

It seems like every day a customer and service provider is video recorded in an altercation over masks.

But the issue for businesses is so much deeper... how to handle guests who have a problem or challenge.

🛎 In this episode

We'll talk about what it takes to keep your cool and deal effectively with customers in a way that turns them into loyal ambassadors.

ABOUT RUSS

Russ Dantu is a service expert who works with organizations and teams needing to get on the same page about the level of service they provide their customers. Russ has been delivering workshops, seminars and keynotes on customer service for over 20 years. Through his 30+ years of studying customer service practices in a variety of sectors, he has helped thousands of companies increase their bottom line, retain employees and rise above their competition!

His sessions and keynotes will leave you equipped with key tools to take your customer service to the next level.

Russ is the author of At Your Service: A Guide to Delivering Exceptional Customer Service. He has spoken all over North America and his client list includes Volkswagen, Subway, Manulife, Merry Maids, Alberta Tourism, Parks and Recreation, Travel Alberta, Calgary Hotel Association and many municipalities around Alberta…to name a few.

Russ' ENDEAR Formula:

Empathy

Needs

Diffusion

Education

Apology

Resolve

Check out Russ' book, At Your Service: A Guide to Delivering Exceptional Customer Service, at https://www.amazon.ca/AT-YOUR-SERVICE-Delivering-Exceptional/dp/1775331202/ref=sr_1_1?dchild=1&keywords=At+your+service+dantu&qid=1601986758&sr=8-1

Connect with Russ

www.russdantu.com https://

LI: www.linkedin.com/in/russdantu

FB: https://www.facebook.com/public/Russ-Dantu

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About Your Host, Marc Haine

Need to brainstorm aspects of your business? Book your complimentary 30-minute brainstorm with Marc. Schedule a time that works for you on Marc's online calendar.

Get your copy of Lights! Camera! Action! Business Operational Excellence Through the Lens of Live Theatre on Amazon: https://amzn.to/2PFj8a2 or directly from the publisher

Author, Speaker, Facilitator and Coach, Marc Haine, will help your teams ignite their passions. Working with him, you'll be able to support your leaders to recentre their focus and drive continuous improvement through connected and engaged employees. You will realize your competitive advantage with a connected purpose and consistency of customer experience across your brand. Tap into Marc’s 35 years of operational excellence experience and imagine a world in which the majority of us put more love and care in being of service.

Tap into Marc’s 35 years of operational excellence experience and imagine a world in which the majority of us put more love and care in being of service.

Dare to be the exception™

Connect with Marc

+1 (780) 729-4932

🗓️ https://meetwith.marchaine.com