It’s our second show of The Upsell Podcast and we discuss how important situational awareness is in the customer experience. You need to know what’s going on around you and make it a priority to act. If not, what is that saying about your interest in your customers or their business?

 Segment #1 – Top of Mind “Is Customer Service Dead?”

I had an interesting discussion with Stephanie Fowler, a practitioner of PR in Vancouver, on engagement, public relations and customer service. She asked the question, “Is customer service dead?” and it stopped me. It stopped me because I’d heard it from so many people before.

Segment #2 – Word of the Week: Situational Awareness

• We look at the standard definition of the phrase and it’s roots in military culture.
• Some examples in customer service include:
  • Have you ever been in line, waiting to be served, when the cashier is busy focused on some task at hand, finally looks up and seems startled to notice you’re there? (Happened to me 2 days ago)
  • Have you ever been out for dinner and the server hasn’t been by in ages, yet they seem to be visiting every other table no problem…even tables that were seated after you?
  • Have you ever called into a customer service call centre and the person seems more interested in following a script than listening to you?
•  Three ways to understand situational awareness in regards to customer service: Emotionally, Physically and Spiritually.
• Learn to be more situationally aware. Examples include making a conscious effort and the OODA Loop
• We dig into a method that could really work, created by onPoint Tactical founder Kevin Reeve.
  • Monitor the Baseline.
  • Fight Normalcy Bias.
  • Avoid using the obvious focus locks in transition areas.
• Learn why having situational awareness is important as a business and as an employee.

Segment #3 – Tell Me an Upsell Story

In part two of the Dirty Bird Scrap Car & Truck Removal story from last week’s show, I share the reaction of the scrap removal owner when my dad asked him how many trucks he had:

“I have two, and I drive both of them”

I was blown away by that statement and what it really meant.

Segment #4 – A the Q: Answer the Question

A repeat from last week: “What one word would you use to describe good customer service?”

Segment #5 – We Sum it All Up

Thanks again for listening. Hope you’re enjoying the show. If you have any questions or suggestions, let me know in the comments or the speakpipe feature.

The post Episode 2 – Learning Situational Awareness appeared first on The Upsell Podcast.