When we get emotional we push out the logic in a service situation. Diffuse negative emotional situations through “super hearing” creating the bridge from where a customer is emotionally to redeem the solution faster. Start with open-ended powerful questions. “Tell me more” “What else?” … dives deeper into the root of the problem or situation. “What would you like to see happen?” Super Hearing is about “I am for you” Listen to what’s going on situationally and emotionally.

Develop your super-hero powers in toxic environments and situations. “I’m so glad you got me!” “You’re not yelling at me … you’re angry about the situation.”  Diffuse the initial confrontations by not taking it personally and being “unoffendable”.

“The fish stinks from the head” First, leadership must define and align an organization’s service expectations. Second, align your departments, (in a larger organization). Third, create alignment in your hiring practices to the organization’s service expectations.

Hiding behind the uniform, kiosk or desk. Don’t project your tornado on another. Making assumptions about the person in front of you. Dismissing someone because of your authority. Not acknowledging the presence of your customer.

Boasting about your great customer service is NOT a good idea! “Pride comes before the fall” … you also take away a key principle of Positively Outrageous Service: “RANDOM & UNEXPECTED. Andrew’s real-life scenario gives us three valuable lessons that we can all learn from.

Actions have to be aligned to your words. Pay attention to the words you use. Is it positive? Positivity reinforces. You can’t have “two faces”: internal and external communications have to be congruent. 

 People remember much more of what they see vs. what they hear. To be persuasive you must be seen, not just heard. F2F brainwaves becomes aligned creating empathy. F2F + touch: we are more persuasive, effective & memorable.  

 Why deliver Positively Outrageous Service? To become simply irresistible, (i.e. highly referable), get N.U.D.E. - NOVELTY UTILITY DEPENDABILITY ECONOMIC VALUE.  

 "The problem with communication is the illusion that it has occurred.” ~ GBS. Context is everything. Pay attention to how you received. Ask questions. Understand intent. Forgive quickly. 

 What are the skill sets necessary to deliver Positively Outrageous Service? The new SMA skills: critical thinking, innovative thinking, creativity, and high emotional engagement.