• Customer Service Coaching Cards – Expert Interview

  • Sep 12 2023
  • Length: 36 mins
  • Podcast
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Customer Service Coaching Cards – Expert Interview

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  • Mastering the Art of Service Join Darren A. Smith and Andrew Stotts from the Weird Human podcast, as they explore customer service with the useful tools of coaching cards. You Can Read the Full Customer Service Transcript Below: Andrew Stotts: So first of all, welcome back. This is a actually very special edition of the Weird Human podcast. Just to remind you about why we exist. We exist really to kind of shed light on the extraordinary. Once again I am joined by a truly extraordinary chap Mr. Darren Smith from Sticky Learning. Again when Darren reached out to me a few weeks ago and he asked me whether I would kind of partner with him in it on a small project. We kind of thought that we would just talk a little bit about that project today with you guys and get down, kind of ask me a few questions. Primarily it's around exceptional customer service. So Darren tell us about the project. Darren Smith: Well, the project is mainly about four years ago we looked at coaching cards, little playing cards like, you know, with the ACEs spades and that on. We thought there'd be a great learning tool if we could turn into 80 questions per topic. This one's about customer service that would help a manager with a report to coach that person to be fabulous at customer service. We also have coaching cards on negotiation skills and others, and each time we find an expert who rock and rolls on the topic like you do on customer service, we ask you to write the questions, and then we put it online as a cheap resource and tool to use. Read our return policy >> Customer Service Coaching Cards << Andrew Stotts: I have to say that the, well, first of all, the coaching cards I use them regularly in coaching. They are absolutely on the money, really fantastic. Slightly my kind of my kind of, I suppose my imposter syndrome kind of gets in the way around you explaining how amazing the customer service cards are. But I do believe that the collaboration between Darren and myself around customers are particularly is absolutely excellent. So I'm actually going to just sort of like switch the coin today. So Dan was going to ask me a few questions just around kind of customer service. I'll let you into a little secret. I don't really know the answers. I don’t know what he can ask me. So I'm slightly apprehensive, but hey I'll do my best to, to answer his questions. Darren Smith: That's fabulous. Well, we all know, and the people watching that you know your stuff. So I'm going to throw a few questions your way. Let's talk about customer service. We're going to do a shameless plug for one or 2% of the cards, but 80-90% of this is about helping people to be rock and roll at customer service. Alright. Andrew Stotts: It sounds like an absolute plan. I mean, it's always been a deep kind of like, passion of mine. Where I like to start it, if you don't mind, Darren, the reason it's been such a strong passion of mine is it's because I suppose I'm quite selfish, really. When I went to work as a very young man about 400 years ago, I suppose I kind of learned really quickly that if I gave people—I started my job as a waiter. Well, actually I started slightly more junior than the waiter. But as a waiter though the few moments at the beginning of my career as a waiter were absolutely critical. Andrew Stotts: I always say that because, you know, for me, I learned very quickly that if I gave people what they needed and I understood what they needed usually that translated into them giving me what I needed, which was a big tip. Yeah. Simple. So that's kind of how I learned the art really, of customer service. The better I got at it and it wasn't unusual for me. I mean, I think it's quite funny these days, and people would laugh at this, but I think my weekly salary was about four pounds a week. Andrew Stotts: It kind of gives my age away a little bit. But it wasn't unusual for me to be able to get a hundred pounds a day in tips.
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