Shadowing Practice: Customer Service Vs. Customer Experience - Learn English Speaking with Video
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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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you
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אוצר מילים והערות הגייה לשיעור הזה
שיעור הדיבור הזה ברמה B2 מבוסס על הסרטון “Customer Service Vs. Customer Experience”. המילים שחוזרות הכי הרבה: customer, Vip, experience. בסרטון הזה יש 422 משפטים ו-3044 מילים לתרגול Shadowing. הדיבור נמשך 15:14. הדובר מדבר מהר, כ-200 מילים בדקה, אז צפו לצלילים מחוברים ומקוצרים. 88% מהמילים נמצאות בין 3,000 המילים הנפוצות ביותר באנגלית, כך שקל לעקוב אחרי אוצר המילים.
אוצר מילים מרכזי בסרטון הזה
15 המילים המתקדמות ביותר בסרטון, עם ההגייה והמשמעות שלהן:
| מילה | הגייה | משמעות |
|---|---|---|
| insider שם עצם | /ɪnˈsaɪdɚ/ | אִישׁ סוֹד |
| loyalty שם עצם | /ˈlɔɪəlti/ | נֶאֱמָנוּת |
| pillow שם עצם | /ˈpɪl.oʊ/ [ˈpʰɪɫ.ö̞] | כָּרִית |
| convert פועל | /kənˈvɝt/ | המיר |
| categorize פועל | /ˈkætɪɡəˌɹaɪz/ | קטלג, סִוֵּג |
| excite פועל | /ɪkˈsaɪt/ | הלהיב, עורר |
| bore פועל | /boɹ/ | שִׁעֲמֵם |
| entrepreneur שם עצם | /ˌɑn.tɹə.pɹəˈnɝ/ | יַזָּם |
| loyal שם תואר | /ˈlɔɪəl/ | נֶאֱמָן |
| subscriber שם עצם | /səbˈskɹaɪbɚ/ | מָנוּי |
| cashier שם עצם | /kaˈʃɪə/ | קֻפַּאי, קֻפַּאִית |
| mattress שם עצם | /ˈmætɹɪs/ | מִזְרָן |
| groceries שם עצם | /ˈɡɹoʊ.s(ə.)ɹiz/ | מִצְרָכִים, קְנִיּוֹת |
| millionaire שם עצם | /ˌmɪl.i.əˈnɛə(ɹ)/ | מִילְיוֹנֶר |
| billionaire שם עצם | /ˌbɪl.jəˈnɛɚ/ | מיליארדר, מיליארדרית |
Phrasal verbs שתשמעו
| מילה | משמעות |
|---|---|
| go out פועל | יָצָא |
| sit down פועל | התיישב \ הִתְיַשֵּׁב |
| write down פועל | רָשַׁם |
משפטים שכדאי לחזור עליהם
משפטים קצרים ושלמים מהסרטון שאפשר להשתמש בהם בשיחה יומיומית:
- Why do I go back?
- Why do I go back again?
- Do you have a receipt?
- Tell me about you, how's your day?
- Mario, where's our pillow here?
דקדוק בסרטון הזה
המבנים שהדובר משתמש בהם הכי הרבה, עם המילים המדויקות מהסרטון:
| מבנה | בסרטון |
|---|---|
| הווה מושלם (Present perfect) have/has + past participle — פעולה שקרתה בעבר ועדיין יש לה חשיבות או השפעה עכשיו | you've already laid · you've already done · Have I fulfilled |
| סביל (Passive voice) be + past participle — הדגש הוא על מה שקורה, לא על מי שעושה את הפעולה | is known · is called · could be called |
הגייה ששווה לשים לב אליה
הדובר משתמש ב-90 קיצורים וצורות מקוצרות, כמו don't, I'm, you're. אמרו אותם בצורה הקצרה, כפי שאתם שומעים אותם.
- הצלילים של “sh” ו-“zh”: cashier /kaˈʃɪə/, gosh /ɡɑːʃ/, shout /ʃaʊt/
- מילים ארוכות — שימו לב להטעמה: categorize /ˈkætɪɡəˌɹaɪz/, entrepreneur /ˌɑn.tɹə.pɹəˈnɝ/, apologetic /əˌpɑləˈd͡ʒɛtɪk/, extravagant /ɪkˈstɹævəɡənt/, promiscuous /pɹəˈmɪs.kju.əs/
צלילים שדוברי עברית מתקשים בהם:
- /æ/ — פתוח יותר מה-“אֶ” העברית, לא כמו “a” ב-“cup”: proactive /pɹoʊˈæk.tɪv/, categorize /ˈkætɪɡəˌɹaɪz/, reactive /ɹiːˈæktɪv/, react /ɹiːˈækt/, extravagant /ɪkˈstɹævəɡənt/
- /r/ — הלשון לא נוגעת בשום מקום, לא ה-“ר” הגרונית: proactive /pɹoʊˈæk.tɪv/, receipt /ɹɪˈsiːt/, categorize /ˈkætɪɡəˌɹaɪz/, reactive /ɹiːˈæktɪv/, bore /boɹ/
- עיצור קולי בסוף מילה — /b/, /d/, /g/, /z/, /v/ בלי להפוך אותם לאטומים: proactive /pɹoʊˈæk.tɪv/, categorize /ˈkætɪɡəˌɹaɪz/, reactive /ɹiːˈæktɪv/, groceries /ˈɡɹoʊ.s(ə.)ɹiz/, subscribe /səbˈskɹaɪb/
איך לתרגל עם הסרטון הזה
- הקשיבו לכל הסרטון פעם אחת בלי לדבר, ורשמו את המילים שאתם לא מכירים.
- התחילו במהירות 0.75×, תרגלו Shadowing משפט אחר משפט, וחזרו למהירות רגילה כשזה מרגיש קל.
- הקליטו את עצמכם והשוו למקור, תוך תשומת לב למילים כמו insider, loyalty, pillow.
מהי טכניקת השאדואינג?
שאדואינג היא טכניקת למידת שפה מבוססת מדע שפותחה במקור להכשרת מתורגמנים מקצועיים ופופולרית על ידי הפוליגלוט ד"ר אלכסנדר ארגואלס. השיטה פשוטה אך עוצמתית: אתה מקשיב לאודיו באנגלית ילידית וחוזר עליו בקול רם מיד — כמו צל העוקב אחרי הדובר עם עיכוב של 1–2 שניות בלבד. בניגוד להאזנה פסיבית או תרגילי דקדוק, שאדואינג מכריח את המוח והשרירים בפה לעבד ולשחזר דפוסי דיבור אמיתיים בו זמנית. מחקרים מראים שזה משפר משמעותית את דיוק ההגייה, האינטונציה, הקצב, הדיבור המחובר, הבנת השמיעה ושטף הדיבור — מה שהופך אותו לאחת השיטות היעילות ביותר להכנה לIELTS Speaking ולתקשורת באנגלית בעולם האמיתי.