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Everything I Know I learned from Prince (and a few others): What I learned about Customer Service from 25 years in the

Everything I Know I learned from Prince (and a few others): What I learned about Customer Service from 25 years in the Music Business. What You Can Do to Catapult Yourself to Customer Service Rock Star Status.

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Everything I Know I learned from Prince (and a few others): What I learned about Customer Service from 25 years in the

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  1. Everything I Know I learned from Prince (and a few others):What I learned about Customer Service from 25 years in the Music Business What You Can Do to Catapult Yourself to Customer Service Rock Star Status

  2. The opinions expressed by me do not necessarily reflect the viewpoint of any other person or entity on the planet including MedAmerica Billing Services and Prince. The mention of an organization, person, product, or service in this presentation should not be construed as an endorsement by me, nor is the failure to include an organization, person, product, or service to be construed as a disapproval.

  3. A little bit about me... • Currently IT Operations Manager at MedAmerica Billing Services • 14 years dedicated to computer technology and service • 30+ years contributing to and leading technical customer service and support teams in technology and recording • 25 years in the music business as a musician, chief engineer, studio manager, studio designer and custom recording electronics designer. • 5 years working for Prince as chief engineer and Studio Operations Manager

  4. The Keys to Being a Customer Service Rock Star While Always Providing the Attention Your Customers Believe They Deserve From “The Show Must Go On” to “Never Take Away the Most Important Thing a Customer Owns” , these key principles will help you to assist your customers like a Rock Star – every time!

  5. Customer Service Principle #1The Show Must Go On • No Matter What is Happening - You must assist your customer to get through their obstacle • Big shoes, a cigar, ten bucks and the knowledge that the Show Must Go On Chuck Britz (at left with white shirt) here working with arranger Ernie Freeman and a pooped Joey Bishop. The 3M "4-channel Dynatrack" machine in the background was, in practice, United - Western's first 8 -track recorder. Delugg was the Musical Director for the Gong Show and a long time colleague and friend of creator Chuck Barris Milton Delugg an American composer and arranger still today at 93 is the musical director for the Macy’s Thanksgiving Day Parade

  6. Customer Service Principle #2Every Customer/Client/Employee Must be Treated as if they are Prince • At Paisley Park, we operated under two modes initially – internal mode and external mode • It became clear to me early on, that we had to operate in internal mode all the time and here’s why – Every customer is your most important customer from a service perspective • A fake head on a stick, six hours on a plane and the fear of Prince Paisley Park Courtyard Studio B Performance Area Studio A Control Room

  7. Customer Service Principle #3You Never Know Who the Next Star (VIP) is Going to Be • How being the customer and experiencing poor customer service teaches you how to treat others • A car salesman, an elephant and no air conditioning

  8. Customer Service Principle #4Professionalism Always Trumps Perfectionism • Conducting yourself like a professional with the customer will always get you further than executing each step perfectly while not being a professional • A perfect ten, drug addiction and a little dose of reality Sheena singing “For Your Eyes Only” @ 1982 Academy Awards which did not win. Joe Cocker and Jennifer Warnes @ 1982 Academy Awards singing “Up Where We Belong” which won Academy Award for Best Original Song Ed Greene, the consummate professional who “just couldn’t get it right”.

  9. Customer Service Principle #5Prince Puts on His Best Clothes and so Should You • It does make a difference how we present ourselves and we should always present ourselves as professionally as possible. • Batman, a Rock Star and a Teen Idol walk into a recording studio… The punch line is put on your “Donny Osmond” Best!

  10. Customer Service Principle #6Never Underestimate What People are Capable of Even if it Seems Impossible • Plan for impossible and deal with what really happens • A woofer, shooter’s ear muffs, a game of asteroids and all in a day’s fun. Mike Chapman 2007 Deborah Harry, Mike Chapman & Ronnie Spector

  11. Customer Service Principle #7Perception is Everything Especially When it isn’t Yours • It is critically important when providing great customer service and technical support to understand that the customer’s perception is not always the same as yours and sometimes it is wrong. Why it is important to ascertain how close their perception is to reality it really is. Manage the perception, fix the reality. • Some vodka, some mind alteration and “The Noise”. Glenn Hughes/ Pat Thrall Andy Johns

  12. Customer Service Principle #8Communication is the King of Pop and Everything Else • It is important to be a great listener first and a greet speaker second. Trust your instincts, but serve the customer’s truth. • Secrets, the truth and “Top Secret - destroy after reading” Vicky Vale aka Kim Basinger and the Joker

  13. Customer Service Principle #8Communication is the King of Pop and Everything Else • It is important to be a great listener first and a great speaker second. Trust your instincts, but serve the customer’s truth. • Secrets, the truth and “Top Secret - destroy after reading” Vicky Vale aka Kim Basinger and the Joker

  14. Customer Service Principle #9We can Provide Any Service That is Requested… For a Price. • Many times customer service is restricted or a level of service is not offered. In many or even most instances, an uplift of service can be performed for a premium or depending on marketing performed at the regular rate. • An engineer, a rabbit and some vitamins Bun E. Rabbit – The Rabbit Some Vitamins Susan Rogers – The Engineer

  15. Customer Service Principle #10What the Most Important Thing a Customer Owns is and Why You Should Never, Ever Take it Away From Them. • It is very, very important to never embarrass, ridicule or hurt the feelings of a customer. Never ever take away their self-respect. • An extra drummer, a bottle of Jack and a very hot Ferrari Dennis Wilson The Beachboys Brian Wilson

  16. Customer Service Principle Bonus!Honesty is the Only Policy and Here’s Why • Telling the customer what you “think” they want to hear, may immediately cause them to lose respect and faith in you while blasting your credibility down to zero. • Deaf, maybe a little dumb, but definitely not blind My Very Quirky Boss The Pegged Meter The headphones I couldn’t use

  17. You have the Power to be a Customer Service Rock Star Now Go Do It! • There are many things we can learn from Prince and others like him • There are many things we can learn from ourselves • Professional behavior and well-delivered customer and technical service goes a long way towards high customer satisfaction

  18. The Artist Known as Lady Dogga

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