Pratique du Shadowing: Customer Service Vs. Customer Experience - Apprendre l'anglais à l'oral avec la vidéo
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422 phrases
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One of my favorite exercises to do is make a list of companies
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or businesses that you go back to over and over and over again.
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And ask yourself why.
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For instance, list five companies and to the right say,
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I go to this restaurant at least once a week.
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Why do I go back?
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Because of dot, dot, dot.
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I go back to this fast food place every week.
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I go to this store to shop for clothes every month.
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Why do I go back again?
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I go here from groceries.
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Why do I go back here over and over again?
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What is the reason?
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And the reason will generally be one of the six reasons
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that it's going to give you a lot of cool for your own business.
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You're either going back there because it's fast.
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Why?
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Fast food.
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I don't want to sit down.
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I just want food.
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I don't want to leave.
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That's all I want.
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I don't want anything.
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I just want a fast service.
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So you go back to a place because of fast.
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One could be quality.
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What is the quality?
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It's better material.
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It's better fabric.
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It's better whatever.
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The quality is better and I'm willing to spend more money,
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but I go back for quality.
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Another reason could be because it's cheap.
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You may say, hey, I go to Walmart because Walmart has what?
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Everyday low prices.
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Everyday low prices.
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It's the cheapest place.
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That's where I want to go to.
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No problem.
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That's their play.
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Luxury.
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I go there because of luxury.
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I've been buying Mercedes all my life because it's a luxury.
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I like to go to this restaurant because it's luxury.
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I like to stay at the W because it's luxury.
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I like to go because of the luxury feeling that you get.
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Another one could be user friendly.
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I go back to this place, it's so easy.
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I go back to this website because it's so easy to use.
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I like to use this app because it's so easy to use.
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User friendly.
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It's so easy.
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I like iPhone.
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It's user friendly.
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I like this.
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It's user friendly, right?
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And the other one is customer service.
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Customer service.
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Now, most of the time,
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businesses, and we run big homes,
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we have the cheapest, we have the fastest,
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we have the best, we have the most luxury,
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we have the most incredible quality,
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we have user friendly, it's so easy.
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Or best, customer service.
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Now customer service is generally boring.
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And generally, entrepreneurs, we don't necessarily pay that much attention to customer service because it's kind of like,
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oh my gosh, customer service,
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come on, give me a break, this is boring.
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Watch, this video is not going to get that many views.
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You'll see it.
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Because this is not an exciting topic.
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But this is a very,
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very important topic by the time I'm done explaining this to you.
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When you think about customer service,
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what companies do you think about?
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Watch this.
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People buy BMW.
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Do you know why?
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their service.
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You simply drop off a BMW,
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take another one, and you go back.
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So BMW has a reputation of being incredible service.
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Now, Range Rover may be luxury,
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but it doesn't have the best service.
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But they're known for luxury.
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So what is the play?
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You go to another car, it may be cheap.
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Hey, I'm going to buy a Ford Focus.
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I'm going to buy whatever because it's cheap.
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There's things that you can think about.
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Tesla user-friendly, it's easy.
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service, Nordstrom's.
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You go to Nordstrom's, I don't care what it is,
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one time an old lady goes back to Nordstrom's,
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and this is a store,
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you can find this all over online,
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it's written about in books,
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etc., etc. This person goes to Nordstrom's and says,
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I bought this tire from here.
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The cashier says, we don't sell tire.
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No, I bought it here and I want to return it.
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Do you have a receipt?
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I don't have a receipt.
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You know what Nordstrom's did?
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They took the tire.
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And the person said how much it cost,
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Nordstrom's says, okay, we'll take it back.
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And a person says, hey, we return the tire.
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They're going to throw that tire in the trash,
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but customer service, to them, is extremely important.
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Now there are some places you buy something from,
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no return policy, we don't return it,
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we don't take it back, we don't care.
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They don't care having one star reviews because their policy is,
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I don't care to return it.
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You buy it, you got it,
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it's gone, we're not taking it back.
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Mattress companies sometimes do that.
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Some of them do certain,
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you've already laid it on,
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you've already done this, we're not taking taking any of it back.
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Customer service, if you think about Amazon,
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Amazon's got great customer service.
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I think about, what else would you say customer service?
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I would say Zappos.
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We went and got a private tour of Zappos headquarters.
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They'll stay on the phone with you and talk to you.
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They'll literally talk to you how things are.
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Hey, let me order pizza for you.
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Hey, let me do this for you.
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It's constant customer service that people talk about.
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Apple is known for great customer service.
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Southwest Airlines, when their attendants tell the jokes that they say,
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hey, if you have to do this,
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make sure you put the mask on yourself.
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And if you have two kids,
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choose which one you like more.
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These things, you ha ha ha, it's funny.
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But that's customer service, right?
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You kind of connect with it.
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This is a very, very,
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very valuable way for you to build your business with it.
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So now the question becomes,
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what is the difference between customer service and customer experience?
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Is there really?
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I mean, Pat, what is the difference?
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Isn't it the same thing?
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Absolutely not.
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Why?
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Let me explain.
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And I'll simplify it for you and it will stay in your mind.
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Think about customer service as reactive.
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And think about customer experience as proactive.
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What does this mean?
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For instance, here's customer service.
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Thank you for calling AT&T.
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How may I help you?
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Yes, great.
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Is there any other issues that you have?
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Have I fulfilled your service request that you've asked here today?
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Okay, please take this recorded call and survey that we have going on.
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Da-da-da-da-da-da.
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Reacted.
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Customer service could be, client is upset.
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You handle it.
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You react.
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You solve.
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All good.
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Customer service is, thank you, please.
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May I please put you on hold?
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Thank you for your help.
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Thank you for listening.
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Thank you for understanding.
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Thank you.
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It's customer service.
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Customer service could be, I totally understand where you're coming from,
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I totally feel your pain,
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I'm sorry, it's apologetic, it's customer service,
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because it's reactive to something.
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Customer buys, here's your receipt,
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thank you so much, have a great day,
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would you also like to buy this,
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would you like to upgrade your service, customer service.
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That's customer service.
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And by the way, very important, customer service.
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Now a few are very good at customer experience.
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That's kind of when you go from here and you graduate over here.
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Let me explain what I mean by customer experience.
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Whatever business you run, if you have more than 100 customers,
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you will generally be able to tell me that you have some VIP customers.
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Everybody has VIP customers.
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This is not about discrimination.
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VIP customers to American Express is called black card.
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VIP customers to American Airlines is called executive platinum or executive or gold members that they get priority seating.
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A VIP customer to Sephora makeup for ladies could be called a beauty insider.
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They have this whole Sephora does very well
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because they have this beauty insider group where the girls who are part of Beauty Insider,
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they get samples sent to them before everybody else.
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That's Sephora.
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They do a phenomenal job with this beauty insider that's worked very, very well.
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They get it before all the other customers.
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You're VIP.
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VIP Amazon is prime.
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There's many of them that I can give you about,
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what is it called, VIPs.
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The VIPs, you're hoping to get many of them here to be converted into VIPs,
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and they only get converted here based on what?
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Customer experience.
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So what is customer experience?
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Customer experience is proactive.
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Proactive is the way you treat them.
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The details.
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Customer experience is all about details.
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So if I call American Express Black Card,
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or if I call Visa Black Card,
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MasterCard Black Card, and they'll tell me,
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hey, we just want to remind you,
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you know, your anniversary's coming up,
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your wife's birthday's coming up, any plans.
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We can see last time you went to Baccaro Hotel.
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Do you want to do the same thing?
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Do you want me to look for something?
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How about you give me this afternoon,
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let me look for some stuff and get back to you.
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Customer experience.
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Then they send me an email and they call me.
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When is a good time for us to get on the phone?
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15 minutes.
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So let me tell you what I found.
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If you want to do something very extravagant,
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we found this one place and we can do this experience,
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and it's so unique.
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And let me tell you what it is,
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and your wife's really going to like it.
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Tell me what things your wife likes.
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Experience.
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Experience.
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Okay?
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You know, Amazon could go out there and find out exactly what things you buy and see,
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or you're buying trends and they give you a better experience.
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It doesn't matter what it is.
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It all goes to the experience part.
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Or you go into Apple and you talk to one of the guys at Apple
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and they talk to you like you're a regular human being.
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You don't feel like you're scripted too much,
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although they have a script as well that they got to follow,
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but it's just talking to you.
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Zappos is the same way they're talking to you, they're listening to you.
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Tell me about you, how's your day?
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You don't hear too many regular customer service people,
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companies saying, so tell me about your day.
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Think about that small little slight question that you call somewhere,
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you call Chase for customer service.
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Yes, I'm trying to handle this thing.
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Okay, great, let me place you on hold.
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Let me see what I can do.
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What's your thing on?
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Did you have a case number for this?
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Okay, thank you.
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Okay, have a great day.
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Bye-bye.
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Done.
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Instead, okay, thank you, Patrick,
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David, thank you so much.
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By the way, Patrick, how was your day today?
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And I'm going to say whatever I'm going to say.
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I'm going to give them, it's okay.
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It's great.
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Ask what?
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How was your day?
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Oh, my day is great.
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Thank you for asking.
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By the way, thank you for your loyalty.
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I can see here you've been with us for 10 years.
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We appreciate your loyalty with us.
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Hey, somebody appreciates my loyalty.
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I'm a loyal human being, no problem.
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I've been a loyal customer.
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We're proud to put up in an American Express card holder since 1998, whatever it is.
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Loyalty, right?
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Appreciate you.
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This goes to here.
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This goes to here.
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And the more you can take people from here to here,
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the better off you're going to be with your business.
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Let me help you think about it,
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maybe in a way that'll make sense to you a little bit more,
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that'll make sense to you a little bit more,
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and I'll wrap up this episode, is this.
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So when it comes down to the dating game,
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just think about it this way.
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There are a lot of people that it's just,
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boom, they want to go out and they want to be promiscuous.
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All good.
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philosophy, you want to do that, that's good.
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In business, if you treat your customers like that,
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or even women like that, your reputation spreads.
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If you treat customers like that,
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or anybody like that, reputation spreads.
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And it's not always the best reputation to not treat people properly.
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So then there is just one night stand philosophy,
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then there's dating philosophy, then there's marriage philosophy.
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Your VIPs are marriage.
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Your VIPs are marriage.
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Your VIPs are people that go from dating to marriage.
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They're kind of trying your product.
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They like it.
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Ah, great.
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Wow, they treat me so well.
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I want to marry these guys.
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And I want to go there regularly.
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And then I want to tell other people.
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They become your best recruiters.
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VIP members become your best recruiters.
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Best recruiters.
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They recruit for you for free.
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All that million dollar ad on TV that you're trying to do,
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or whatever it is you're trying You don't have to do it because they're doing it for you for free,
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if you convert people into VIPs.
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They are so valuable.
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This is why some companies,
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there's nothing different Zappos does except for the fact that they create incredible customer service.
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They don't make shoes.
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They don't make shoes.
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Zappos doesn't make shoes.
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They're not Toms.
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They don't make shoes.
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It's service.
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It's purely service for them.
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They give incredible service.
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They send you a return.
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You don't have to pay for the return.
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You don't like it.
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They'll pay for it.
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It's really a service game.
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They're not playing the cheap game.
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They're playing a service game with you.
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It's so valuable and then all of a sudden Zappos get valued,
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it was bought for a couple billion dollars, whatever the number is.
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Tony Shate is a customer service guy.
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So I know a lot of times,
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especially startup entrepreneurs or people that you want to become a millionaire yesterday.
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You know, I get messages,
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oh, I want to be a billionaire by the time I'm 35 years old.
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It's great.
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We don't tie it to,
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believe me, if you tie it for more people being happy doing business.
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I had a conversation this morning with a friend of mine who's one of our executives in our company, Len.
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He's a doctor, Dr. Cooper.
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He and I were having a conversation together.
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And he said, Pat, you know,
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I'm sitting there, somebody came and told me something about why I chose to work with you.
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And he says, all I said is,
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my entire experiences of working with you, how it's been.
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And he's going into this whole story of what he's telling me on this call.
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We're having an early, early call that we were having here this morning,
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which Len was a fascinating call.
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I'm sure he appreciates that call,
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but that's a shout out to Len out there.
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He just had his 20 year anniversary,
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he and his wife Tasha.
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So we're having this call together,
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and all he was telling me while I'm listening is our experience together.
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Why is he still here?
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He left a six figure job to come up.
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He was a principal, youngest principal in San Bernardino Valley area.
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But he came because of the experience he had,
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and he is my customer.
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Now we've become very good friends,
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so it's past a VIP.
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And the more we have of that,
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that we treat people properly,
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the more they tell everybody.
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Your business gets stronger.
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You can't have this wham-bam type of a mentality
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and your business ain't going to grow because you're not paying attention to your customers.
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So go back, again, the initial exercise,
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make a list of the five businesses that you go to regularly and ask yourself,
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why do you go bad?
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You will be amazed how all of them will generally have one of these things here.
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One of these things here.
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Now you may say convenience,
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it's very close, that's part of FAST.
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So any of that stuff that you write down is going to be part of one thing.
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And then for your own business,
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ask yourself, what can I do to take my customer service to a whole different level,
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to add customer experience to my business,
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and to give birth to more VIP customers,
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and what do I categorize as a VIP customer for me?
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What do you categorize as a VIP customer for you
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and what can you do to promote more people from regular to VIP customers?
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And that in itself is going to make you a ton of money,
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depending on how big you want to build.
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It will do you very,
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very well growth-wise, word of mouth.
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People wanting to do business with you regularly over and over and over again.
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So that's my message today for you on customer service and customer experience.
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Mario, where's our pillow here?
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Do we have our pillow?
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Do we have our pillow?
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I can no longer say 100,000 subs because we are now at 100,000 subs.
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What is exciting is we've already gotten many hundreds of emails of people
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that said they're making that video on why I love Valuetainment.
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And if you don't know about the video,
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we just crossed 100,000 subs
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and Mario asked me to announce a contest to be able
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to privately mentor three of you here in my office in Dallas,
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Texas for three hours to go through your business plan and put a strategy plan together for 2017.
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We're planning on doing it sometime in the month of December,
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but you'll need to submit a three minute video and all the details,
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let's put a link somewhere here where people can see it.
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You can go to PatrickBetDavid.com as well.
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And you'll see the details as well.
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It's the 100,000 subscriber celebration contest.
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You can find out more details about that.
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But if you haven't subscribed yet to the channel, please do so.
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Click on the link below here.
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And if you have any questions about customer service and customer experience, good catch.
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Post your comments and thoughts on the bottom.
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Take care everybody.
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Vocabulaire et conseils d’expression pour cette leçon
Cette vidéo contient 422 phrases et 3044 mots à répéter en shadowing. La partie parlée dure 15:14. Le locuteur parle vite, environ 200 mots par minute : attendez-vous à des liaisons et à des sons réduits. 88 % des mots font partie des 3 000 mots les plus courants en anglais, le vocabulaire est donc facile à suivre.
Vocabulaire clé de cette vidéo
15 mots moins courants de la vidéo, avec leur prononciation et leur sens :
- luxury /ˈlʌk.ʃə.ɹi/ (nom) — luxe. Very wealthy and comfortable surroundings; the state of being that they create.
- tire /ˈtaɪ̯ɚ/ (verbe) — se fatiguer. To become sleepy or weary.
- reputation /ˌɹɛpjʊˈteɪʃən/ (nom) — réputation, renommée. What somebody or something is known for.
- shoe /ˈʃu/ (nom) — chaussure, soulier. A protective covering for the foot, with a bottom part composed of thick leather or plastic sole and often a thicker heel, and a softer upper part made of…
- loyalty /ˈlɔɪəlti/ (nom) — loyauté. The state of being loyal; fidelity.
- insider /ɪnˈsaɪdɚ/ (nom) — initié. A person who has special knowledge about the inner workings of a group, organization, or institution.
- convert /kənˈvɝt/ (verbe) — convertir. To transform or change (something) into another form, substance, state, or product.
- pillow /ˈpɪl.oʊ/ [ˈpʰɪɫ.ö̞] (nom) — oreiller, têtière. A soft cushion used to support the head in bed.
- receipt /ɹɪˈsiːt/ (nom) — réception. The act of receiving, or the fact of having been received.
- topic /ˈtɑpɪk/ (nom) — sujet, thème. A subject; a theme; a category or general area of interest.
- everyday /ˈɛvɹiˌdeɪ/ (adjectif) — usuel. Appropriate for ordinary use, rather than for special occasions.
- script /skɹɪpt/ (nom) — écrit. A writing; a written document.
- loyal /ˈlɔɪəl/ (adjectif) — loyal, fidèle. Having or demonstrating undivided and constant support for someone or something.
- react /ɹiːˈækt/ (verbe) — réagir. To act in response.
- entrepreneur /ˌɑn.tɹə.pɹəˈnɝ/ (nom) — entrepreneur, entrepreneuse. A person who sets up a business; generally, a person who owns and manages a business and assumes its financial risks.
Les verbes à particule que vous entendrez
- think about /ˈθɪŋk əˌbaʊt/ (verbe) — penser à, réfléchir à. To ponder.
- go back (verbe) — rentrer, retourner. To return to a place or state after having been there at a previous time.
- come up (verbe) — se montrer, sortir du bois. To emerge or become known, especially unexpectedly.
- find out (verbe) — découvrir, savoir. To discover, as by asking or investigating.
- go out (verbe) — sortir. To leave, especially a building.
- look for (verbe) — chercher, rechercher. To seek.
- come on /ˌkʌm ˈɒn/ — allez. Come along with me; join me in going.
- drop off (verbe) — s’endormir, tomber. To fall asleep.
Prononciation à surveiller
Le locuteur utilise 90 contractions et formes réduites, comme don't, I'm, you're. Prononcez-les sous leur forme courte, telles que vous les entendez.
- Les sons « sh » et « zh »: luxury /ˈlʌk.ʃə.ɹi/, reputation /ˌɹɛpjʊˈteɪʃən/, shoe /ˈʃu/, trash /tɹæʃ/, discrimination /dɪskɹɪmɪˈneɪʃən/
- Mots longs — placez bien l’accent: reputation /ˌɹɛpjʊˈteɪʃən/, entrepreneur /ˌɑn.tɹə.pɹəˈnɝ/, necessarily /ˌnɛs.əˈsɛɹ.ə.li/, priority /pɹaɪˈɒɹɪti/, discrimination /dɪskɹɪmɪˈneɪʃən/
Comment s’entraîner avec cette vidéo
- Écoutez la vidéo en entier une fois sans parler et notez les mots que vous ne connaissez pas.
- Commencez à la vitesse 0,75×, répétez phrase par phrase, puis revenez à la vitesse normale quand cela devient facile.
- Enregistrez-vous et comparez avec l’original, en faisant attention à des mots comme luxury, tire, reputation.
La grammaire de cette vidéo
Les structures que le locuteur utilise le plus, avec les mots exacts de la vidéo :
| Structure | Dans la vidéo |
|---|---|
| Present perfect have/has + participe passé — une action passée qui compte encore maintenant | you've already laid · you've already done · Have I fulfilled |
| Voix passive be + participe passé — l’accent est mis sur ce qui arrive, pas sur qui le fait | is known · is called · could be called |
Qu'est-ce que la technique du Shadowing ?
Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.