In our final segment, Charlotte and I discuss why empathy is important in customer service and how reps can use it to provide top-notch service.

In segment three, I talk with Charlotte about how to use power players in customer service and what customer service reps should do when dealing with an angry or abusive customer.

In segment two, Charlotte and I chat about the 3-F Formula, the 3 Cs of a conversation, and how to coach your customer service reps to deliver stellar service.

Earn the Ask with Angela Chaney Episode 3: Interview with Charlotte Purvis, author of The Customer Communication Formula

IBGR‌ ‌-‌ ‌PROFIT‌ ‌Radio‌ ‌Network.‌‌ ‌Everything‌ ‌a‌ ‌business‌ ‌owner‌ ‌needs‌ ‌to‌ ‌start,‌ ‌grow‌ ‌or‌ ‌exit‌ ‌a‌ ‌business.‌ ‌‌Come‌ ‌grow‌ ‌with‌ ‌us.‌ ‌

Introduction‌ ‌

So glad you took the time to download my show notes for episode 3, Season 4 of Earn the Ask! I’m excited to talk with Charlotte Purvis today. She’s a customer service expert, coach, and author of The Customer Communication Formula

My Social Media Links

Please connect with me and say hi! It’s my goal to give plenty of value (deposits!) via my social media channels and I’d love for you all to be a part of my groups.

LinkedIn: https://www.linkedin.com/in/angela-chaney-a401ba7/

Twitter: @AngelaChaney33

Facebook: Angela Chaney-Engagement Equity

Private Engagement Equity Facebook Group: https://www.facebook.com/groups/405529950468135

Book Suggestions from This Episode

Engagement Equity: Earn the Ask by Angela Chaney

The Customer Communication Formula by Charlotte Purvis

Segment 1: Introduction to Charlotte and the 3-F Formula

1.   Charlotte’s background

2.   How Charlotte developed the book

3.   How the formula gives value to customers

Segment 2: More Specifics about Charlotte’s Book

1.   What is the 3-F Formula?

2.   What are the 3 Cs of a conversation?

Segment 3: The 3-F Formula and Power Players

1.   What Power Players does 3-F use?

2.   What are some new power players Charlotte has identified?

Segment 4: The 3-F Formula and Empathy

1.   How empathy has been lost in customer service

2.   How the 3-F brings empathy back

3.   Why empathy is important in customer service

Shows‌ ‌

Previous:‌ ‌‌Episode‌ ‌2: Using Engagement Equity to Identify and Market to Your Niche

 ‌

Next:‌ ‌‌Episode‌ 4: Season 4 Build a Strong Network with Engagement Equity   

Want to learn more about me or Pixel Fire Marketing, my online marketing agency based in Omaha, NE? Visit PixelFireMarketing.com or follow us on Facebook, Instagram, Twitter, or LinkedIn! I would also love for you to connect with me on LinkedIn. Shoot me a request and mention you listened to my show.

Listen to my podcast of all past shows wherever you listen to your other favorite podcasts! Please listen, rate, and subscribe. 

In the final segment, I share some thoughts on remaining flexible and never thinking you know everything about your target market. Also! A preview of next week's show with special guest Charlotte Purvis!

In segment three, I answer a listener question and tell you how to use listening and curiosity to identify your target market and craft the perfect message for them.

Find out why listening and curiosity are important for connection and a happy life in segment 2, as well as how to do them correctly (you might be surprised!)

Earn the Ask with Angela Chaney Episode 2: Using Engagement Equity to Identify Your Target Market and Hone Your Message

My Social Media Links

LinkedIn: https://www.linkedin.com/in/angela-chaney-a401ba7/

Twitter: @AngelaChaney33

Facebook: Angela Chaney-Engagement Equity

Private Engagement Equity Facebook Group: https://www.facebook.com/groups/405529950468135

Book Suggestions from This Episode

Engagement Equity: Earn the Ask by Angela Chaney

The House on Pooh Corner by A.A. Milne

Team of Rivals by Doris Kearns Goodwin

Curious: The Desire to Know and Why Your Future Depends On It by Ian Leslie

A Curious Mind: The Secret to a Bigger Life by Brian Grazer

Ask for More: 10 Questions to Negotiate Anything by Alexandra Carter

The Subtle Art of Not Giving a F*ck: A Counterintuitive Approach to Living a Good Life by Mark Manson

Resources from This Episode

We’re Not Really Strangers

Article: Deep Listening

Article: Six Surprising Benefits of Curiosity

Segment 1: Why It’s Important to Identify Your Target Market  

1.   When You Market to Everyone, You Market to No One  

2.   Your Customers Want to Feel Like Individuals

3.   You Need to Know Your Target to Hone Your Message

4.   You Can More Easily Be Flexible When You Have a Target Market

Segment 2: Power Players: Curiosity and Listening

1.   Curiosity is the Key to an Interesting and Engaged Life

·        Ask questions and listen to the answers.

·        When you are curious, you learn more and retain information better.

·        Your target audience will tell you exactly what to do if you ask the right questions.

·        To be more curious, hang out with other curious people, be open to change and the unexpected, and read outside your comfort zone.

2.   Listening –TRULY listening—is the Best Way to Connect

·        Many think they are good listeners but most people feel others don’t listen to them.

·        What we really do when we appear to be listening.

·        There is no curiosity without listening and vice versa.

·        When you listen, you become interesting by being interested.

Segment 3: Using Curiosity and Listening to Identify Your Target Market and Hone Your Message

1.   Using Curiosity

·        Ask questions to identify target (social media, in your networking circles, do research, send out surveys, etc.)

·        Once you get answers, ask more questions

2.   Using Listening

·        You can’t be curious without listening.

·        Give space.

·        Pause.

·        Listen to the right people.

Segment 4: How to Continue to be Flexible and Enhance Your Market and Message

1.   Don’t get married to one target.

2.   Keep listening and keep being curious to see how your target or their needs are changing.

3.   As your product or service grows, your target may change.

4.   Never stop listening or being curious.

 ‌Want to learn more about me or Pixel Fire Marketing, my online marketing agency based in Omaha, NE? Visit PixelFireMarketing.com or follow us on Facebook, Instagram, Twitter, or LinkedIn! I would also love for you to connect with me on LinkedIn. Shoot me a request and mention you listened to my show.

In our final segment, I go through the rest of the power players including curiosity, the platinum rule, follow-through, the ask, and closing the account.

The key to Engagement Equity is Radiating Outward. In this segment, I talk about why putting yourself first is a necessity and how to use the power players of listening and sharing.