Shadowing Practice: Customer Service Vs. Customer Experience - Learn English Speaking with Video
Les maken...
1
One of my favorite exercises to do is make a list of companies
2
or businesses that you go back to over and over and over again.
3
And ask yourself why.
4
For instance, list five companies and to the right say,
5
I go to this restaurant at least once a week.
6
Why do I go back?
7
Because of dot, dot, dot.
8
I go back to this fast food place every week.
9
I go to this store to shop for clothes every month.
10
Why do I go back again?
11
I go here from groceries.
12
Why do I go back here over and over again?
13
What is the reason?
14
And the reason will generally be one of the six reasons
15
that it's going to give you a lot of cool for your own business.
16
You're either going back there because it's fast.
17
Why?
18
Fast food.
19
I don't want to sit down.
20
I just want food.
21
I don't want to leave.
22
That's all I want.
23
I don't want anything.
24
I just want a fast service.
25
So you go back to a place because of fast.
26
One could be quality.
27
What is the quality?
28
It's better material.
29
It's better fabric.
30
It's better whatever.
31
The quality is better and I'm willing to spend more money,
32
but I go back for quality.
33
Another reason could be because it's cheap.
34
You may say, hey, I go to Walmart because Walmart has what?
35
Everyday low prices.
36
Everyday low prices.
37
It's the cheapest place.
38
That's where I want to go to.
39
No problem.
40
That's their play.
41
Luxury.
42
I go there because of luxury.
43
I've been buying Mercedes all my life because it's a luxury.
44
I like to go to this restaurant because it's luxury.
45
I like to stay at the W because it's luxury.
46
I like to go because of the luxury feeling that you get.
47
Another one could be user friendly.
48
I go back to this place, it's so easy.
49
I go back to this website because it's so easy to use.
50
I like to use this app because it's so easy to use.
51
User friendly.
52
It's so easy.
53
I like iPhone.
54
It's user friendly.
55
I like this.
56
It's user friendly, right?
57
And the other one is customer service.
58
Customer service.
59
Now, most of the time,
60
businesses, and we run big homes,
61
we have the cheapest, we have the fastest,
62
we have the best, we have the most luxury,
63
we have the most incredible quality,
64
we have user friendly, it's so easy.
65
Or best, customer service.
66
Now customer service is generally boring.
67
And generally, entrepreneurs, we don't necessarily pay that much attention to customer service because it's kind of like,
68
oh my gosh, customer service,
69
come on, give me a break, this is boring.
70
Watch, this video is not going to get that many views.
71
You'll see it.
72
Because this is not an exciting topic.
73
But this is a very,
74
very important topic by the time I'm done explaining this to you.
75
When you think about customer service,
76
what companies do you think about?
77
Watch this.
78
People buy BMW.
79
Do you know why?
80
their service.
81
You simply drop off a BMW,
82
take another one, and you go back.
83
So BMW has a reputation of being incredible service.
84
Now, Range Rover may be luxury,
85
but it doesn't have the best service.
86
But they're known for luxury.
87
So what is the play?
88
You go to another car, it may be cheap.
89
Hey, I'm going to buy a Ford Focus.
90
I'm going to buy whatever because it's cheap.
91
There's things that you can think about.
92
Tesla user-friendly, it's easy.
93
service, Nordstrom's.
94
You go to Nordstrom's, I don't care what it is,
95
one time an old lady goes back to Nordstrom's,
96
and this is a store,
97
you can find this all over online,
98
it's written about in books,
99
etc., etc. This person goes to Nordstrom's and says,
100
I bought this tire from here.
101
The cashier says, we don't sell tire.
102
No, I bought it here and I want to return it.
103
Do you have a receipt?
104
I don't have a receipt.
105
You know what Nordstrom's did?
106
They took the tire.
107
And the person said how much it cost,
108
Nordstrom's says, okay, we'll take it back.
109
And a person says, hey, we return the tire.
110
They're going to throw that tire in the trash,
111
but customer service, to them, is extremely important.
112
Now there are some places you buy something from,
113
no return policy, we don't return it,
114
we don't take it back, we don't care.
115
They don't care having one star reviews because their policy is,
116
I don't care to return it.
117
You buy it, you got it,
118
it's gone, we're not taking it back.
119
Mattress companies sometimes do that.
120
Some of them do certain,
121
you've already laid it on,
122
you've already done this, we're not taking taking any of it back.
123
Customer service, if you think about Amazon,
124
Amazon's got great customer service.
125
I think about, what else would you say customer service?
126
I would say Zappos.
127
We went and got a private tour of Zappos headquarters.
128
They'll stay on the phone with you and talk to you.
129
They'll literally talk to you how things are.
130
Hey, let me order pizza for you.
131
Hey, let me do this for you.
132
It's constant customer service that people talk about.
133
Apple is known for great customer service.
134
Southwest Airlines, when their attendants tell the jokes that they say,
135
hey, if you have to do this,
136
make sure you put the mask on yourself.
137
And if you have two kids,
138
choose which one you like more.
139
These things, you ha ha ha, it's funny.
140
But that's customer service, right?
141
You kind of connect with it.
142
This is a very, very,
143
very valuable way for you to build your business with it.
144
So now the question becomes,
145
what is the difference between customer service and customer experience?
146
Is there really?
147
I mean, Pat, what is the difference?
148
Isn't it the same thing?
149
Absolutely not.
150
Why?
151
Let me explain.
152
And I'll simplify it for you and it will stay in your mind.
153
Think about customer service as reactive.
154
And think about customer experience as proactive.
155
What does this mean?
156
For instance, here's customer service.
157
Thank you for calling AT&T.
158
How may I help you?
159
Yes, great.
160
Is there any other issues that you have?
161
Have I fulfilled your service request that you've asked here today?
162
Okay, please take this recorded call and survey that we have going on.
163
Da-da-da-da-da-da.
164
Reacted.
165
Customer service could be, client is upset.
166
You handle it.
167
You react.
168
You solve.
169
All good.
170
Customer service is, thank you, please.
171
May I please put you on hold?
172
Thank you for your help.
173
Thank you for listening.
174
Thank you for understanding.
175
Thank you.
176
It's customer service.
177
Customer service could be, I totally understand where you're coming from,
178
I totally feel your pain,
179
I'm sorry, it's apologetic, it's customer service,
180
because it's reactive to something.
181
Customer buys, here's your receipt,
182
thank you so much, have a great day,
183
would you also like to buy this,
184
would you like to upgrade your service, customer service.
185
That's customer service.
186
And by the way, very important, customer service.
187
Now a few are very good at customer experience.
188
That's kind of when you go from here and you graduate over here.
189
Let me explain what I mean by customer experience.
190
Whatever business you run, if you have more than 100 customers,
191
you will generally be able to tell me that you have some VIP customers.
192
Everybody has VIP customers.
193
This is not about discrimination.
194
VIP customers to American Express is called black card.
195
VIP customers to American Airlines is called executive platinum or executive or gold members that they get priority seating.
196
A VIP customer to Sephora makeup for ladies could be called a beauty insider.
197
They have this whole Sephora does very well
198
because they have this beauty insider group where the girls who are part of Beauty Insider,
199
they get samples sent to them before everybody else.
200
That's Sephora.
201
They do a phenomenal job with this beauty insider that's worked very, very well.
202
They get it before all the other customers.
203
You're VIP.
204
VIP Amazon is prime.
205
There's many of them that I can give you about,
206
what is it called, VIPs.
207
The VIPs, you're hoping to get many of them here to be converted into VIPs,
208
and they only get converted here based on what?
209
Customer experience.
210
So what is customer experience?
211
Customer experience is proactive.
212
Proactive is the way you treat them.
213
The details.
214
Customer experience is all about details.
215
So if I call American Express Black Card,
216
or if I call Visa Black Card,
217
MasterCard Black Card, and they'll tell me,
218
hey, we just want to remind you,
219
you know, your anniversary's coming up,
220
your wife's birthday's coming up, any plans.
221
We can see last time you went to Baccaro Hotel.
222
Do you want to do the same thing?
223
Do you want me to look for something?
224
How about you give me this afternoon,
225
let me look for some stuff and get back to you.
226
Customer experience.
227
Then they send me an email and they call me.
228
When is a good time for us to get on the phone?
229
15 minutes.
230
So let me tell you what I found.
231
If you want to do something very extravagant,
232
we found this one place and we can do this experience,
233
and it's so unique.
234
And let me tell you what it is,
235
and your wife's really going to like it.
236
Tell me what things your wife likes.
237
Experience.
238
Experience.
239
Okay?
240
You know, Amazon could go out there and find out exactly what things you buy and see,
241
or you're buying trends and they give you a better experience.
242
It doesn't matter what it is.
243
It all goes to the experience part.
244
Or you go into Apple and you talk to one of the guys at Apple
245
and they talk to you like you're a regular human being.
246
You don't feel like you're scripted too much,
247
although they have a script as well that they got to follow,
248
but it's just talking to you.
249
Zappos is the same way they're talking to you, they're listening to you.
250
Tell me about you, how's your day?
251
You don't hear too many regular customer service people,
252
companies saying, so tell me about your day.
253
Think about that small little slight question that you call somewhere,
254
you call Chase for customer service.
255
Yes, I'm trying to handle this thing.
256
Okay, great, let me place you on hold.
257
Let me see what I can do.
258
What's your thing on?
259
Did you have a case number for this?
260
Okay, thank you.
261
Okay, have a great day.
262
Bye-bye.
263
Done.
264
Instead, okay, thank you, Patrick,
265
David, thank you so much.
266
By the way, Patrick, how was your day today?
267
And I'm going to say whatever I'm going to say.
268
I'm going to give them, it's okay.
269
It's great.
270
Ask what?
271
How was your day?
272
Oh, my day is great.
273
Thank you for asking.
274
By the way, thank you for your loyalty.
275
I can see here you've been with us for 10 years.
276
We appreciate your loyalty with us.
277
Hey, somebody appreciates my loyalty.
278
I'm a loyal human being, no problem.
279
I've been a loyal customer.
280
We're proud to put up in an American Express card holder since 1998, whatever it is.
281
Loyalty, right?
282
Appreciate you.
283
This goes to here.
284
This goes to here.
285
And the more you can take people from here to here,
286
the better off you're going to be with your business.
287
Let me help you think about it,
288
maybe in a way that'll make sense to you a little bit more,
289
that'll make sense to you a little bit more,
290
and I'll wrap up this episode, is this.
291
So when it comes down to the dating game,
292
just think about it this way.
293
There are a lot of people that it's just,
294
boom, they want to go out and they want to be promiscuous.
295
All good.
296
philosophy, you want to do that, that's good.
297
In business, if you treat your customers like that,
298
or even women like that, your reputation spreads.
299
If you treat customers like that,
300
or anybody like that, reputation spreads.
301
And it's not always the best reputation to not treat people properly.
302
So then there is just one night stand philosophy,
303
then there's dating philosophy, then there's marriage philosophy.
304
Your VIPs are marriage.
305
Your VIPs are marriage.
306
Your VIPs are people that go from dating to marriage.
307
They're kind of trying your product.
308
They like it.
309
Ah, great.
310
Wow, they treat me so well.
311
I want to marry these guys.
312
And I want to go there regularly.
313
And then I want to tell other people.
314
They become your best recruiters.
315
VIP members become your best recruiters.
316
Best recruiters.
317
They recruit for you for free.
318
All that million dollar ad on TV that you're trying to do,
319
or whatever it is you're trying You don't have to do it because they're doing it for you for free,
320
if you convert people into VIPs.
321
They are so valuable.
322
This is why some companies,
323
there's nothing different Zappos does except for the fact that they create incredible customer service.
324
They don't make shoes.
325
They don't make shoes.
326
Zappos doesn't make shoes.
327
They're not Toms.
328
They don't make shoes.
329
It's service.
330
It's purely service for them.
331
They give incredible service.
332
They send you a return.
333
You don't have to pay for the return.
334
You don't like it.
335
They'll pay for it.
336
It's really a service game.
337
They're not playing the cheap game.
338
They're playing a service game with you.
339
It's so valuable and then all of a sudden Zappos get valued,
340
it was bought for a couple billion dollars, whatever the number is.
341
Tony Shate is a customer service guy.
342
So I know a lot of times,
343
especially startup entrepreneurs or people that you want to become a millionaire yesterday.
344
You know, I get messages,
345
oh, I want to be a billionaire by the time I'm 35 years old.
346
It's great.
347
We don't tie it to,
348
believe me, if you tie it for more people being happy doing business.
349
I had a conversation this morning with a friend of mine who's one of our executives in our company, Len.
350
He's a doctor, Dr. Cooper.
351
He and I were having a conversation together.
352
And he said, Pat, you know,
353
I'm sitting there, somebody came and told me something about why I chose to work with you.
354
And he says, all I said is,
355
my entire experiences of working with you, how it's been.
356
And he's going into this whole story of what he's telling me on this call.
357
We're having an early, early call that we were having here this morning,
358
which Len was a fascinating call.
359
I'm sure he appreciates that call,
360
but that's a shout out to Len out there.
361
He just had his 20 year anniversary,
362
he and his wife Tasha.
363
So we're having this call together,
364
and all he was telling me while I'm listening is our experience together.
365
Why is he still here?
366
He left a six figure job to come up.
367
He was a principal, youngest principal in San Bernardino Valley area.
368
But he came because of the experience he had,
369
and he is my customer.
370
Now we've become very good friends,
371
so it's past a VIP.
372
And the more we have of that,
373
that we treat people properly,
374
the more they tell everybody.
375
Your business gets stronger.
376
You can't have this wham-bam type of a mentality
377
and your business ain't going to grow because you're not paying attention to your customers.
378
So go back, again, the initial exercise,
379
make a list of the five businesses that you go to regularly and ask yourself,
380
why do you go bad?
381
You will be amazed how all of them will generally have one of these things here.
382
One of these things here.
383
Now you may say convenience,
384
it's very close, that's part of FAST.
385
So any of that stuff that you write down is going to be part of one thing.
386
And then for your own business,
387
ask yourself, what can I do to take my customer service to a whole different level,
388
to add customer experience to my business,
389
and to give birth to more VIP customers,
390
and what do I categorize as a VIP customer for me?
391
What do you categorize as a VIP customer for you
392
and what can you do to promote more people from regular to VIP customers?
393
And that in itself is going to make you a ton of money,
394
depending on how big you want to build.
395
It will do you very,
396
very well growth-wise, word of mouth.
397
People wanting to do business with you regularly over and over and over again.
398
So that's my message today for you on customer service and customer experience.
399
Mario, where's our pillow here?
400
Do we have our pillow?
401
Do we have our pillow?
402
I can no longer say 100,000 subs because we are now at 100,000 subs.
403
What is exciting is we've already gotten many hundreds of emails of people
404
that said they're making that video on why I love Valuetainment.
405
And if you don't know about the video,
406
we just crossed 100,000 subs
407
and Mario asked me to announce a contest to be able
408
to privately mentor three of you here in my office in Dallas,
409
Texas for three hours to go through your business plan and put a strategy plan together for 2017.
410
We're planning on doing it sometime in the month of December,
411
but you'll need to submit a three minute video and all the details,
412
let's put a link somewhere here where people can see it.
413
You can go to PatrickBetDavid.com as well.
414
And you'll see the details as well.
415
It's the 100,000 subscriber celebration contest.
416
You can find out more details about that.
417
But if you haven't subscribed yet to the channel, please do so.
418
Click on the link below here.
419
And if you have any questions about customer service and customer experience, good catch.
420
Post your comments and thoughts on the bottom.
421
Take care everybody.
422
you
📺 Zelfde Kanaal
B21
"Xi MISSED His Chance" – Why Taiwan Could Become the Next Global Crisis
Business EnglishDaily ConversationUniversity Students
B21
"He Wanted To Be A Red Sox" - Yankees Rookie Becomes Boston’s Nightmare
Business EnglishDaily ConversationUniversity Students
B21
Andrew Tate Explains - "How To Have Massive Influence"
Business EnglishUniversity StudentsWorking Adults
B25
“You Support A Country That Hates Us!” - Patrick Bet-David In HEATED DEBATE With Reza Aslan
IELTS PrepTOEFL PrepUniversity Students
B1The COVID Clips CNN Can't Escape
Business EnglishDaily ConversationUniversity Students
✨ Aanbevolen Video
B22
119 zinnen
Customer Feedback: Improving Services - Advanced Business English Conversation Practice
Business EnglishWorking Adults
B21
90 zinnen
What Makes Expensive Websites Expensive
Business EnglishUniversity StudentsWorking Adults
B21
146 zinnen
Kỹ năng bán hàng chuyên nghiệp -truyền thông thuyết phục
Business EnglishWorking Adults
B22
18 zinnen
What is Quality | Quality Definition
Business EnglishUniversity StudentsWorking Adults
B27
25 zinnen
The Short-Term "Mistake" That Made Long-Term Impact
Business EnglishUniversity StudentsWorking Adults
B21
209 zinnen
10 Ways to Live a Luxurious Life Without Lifestyle Creep
Business EnglishUniversity StudentsWorking Adults
B21
21 zinnen
7 metrics you NEED to know as a CEO
Business EnglishWorking Adults
B21
415 zinnen
I Asked 5 Business Owners How They Got Their First Client
British AccentBusiness EnglishInterview EnglishWorking Adults
B21
247 zinnen
663
Business EnglishUniversity StudentsWorking Adults
B26
42 zinnen
The Secret to GREAT Customer Service | Simon Sinek
TOEIC PrepBusiness EnglishWorking Adults
B12
376 zinnen
Learn Real Life English with the Sad Truth About American Food 🍔 | Comprehensible Input
Business EnglishDaily ConversationUniversity Students
B224 zinnen
Reading Test 1 - Seccion 2 Good customer service in retail.
TOEIC PrepBusiness EnglishWorking Adults
Woordenschat en spreektips bij deze les
Deze video bevat 422 zinnen en 3044 woorden om na te spreken. Het gesproken deel duurt 15:14. De spreker praat snel, ongeveer 200 woorden per minuut, dus reken op verbonden en ingeslikte klanken. 88% van de woorden hoort bij de 3.000 meest gebruikte Engelse woorden, dus de woordenschat is goed te volgen.
Belangrijke woorden in deze video
15 minder gangbare woorden uit de video, met uitspraak en betekenis:
- luxury /ˈlʌk.ʃə.ɹi/ (zelfstandig naamwoord) — luxe. Very wealthy and comfortable surroundings; the state of being that they create.
- tire /ˈtaɪ̯ɚ/ (werkwoord) — vermoeien. To become sleepy or weary.
- reputation /ˌɹɛpjʊˈteɪʃən/ (zelfstandig naamwoord) — faam, naam. What somebody or something is known for.
- shoe /ˈʃu/ (zelfstandig naamwoord) — schoen. 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/ (zelfstandig naamwoord) — trouw, loyaliteit. The state of being loyal; fidelity.
- insider /ɪnˈsaɪdɚ/ (zelfstandig naamwoord) — insider, ingewijde. A person who has special knowledge about the inner workings of a group, organization, or institution.
- pillow /ˈpɪl.oʊ/ [ˈpʰɪɫ.ö̞] (zelfstandig naamwoord) — hoofdkussen, oorkussen. A soft cushion used to support the head in bed.
- receipt /ɹɪˈsiːt/ (zelfstandig naamwoord) — ontvangst, ontvangen. The act of receiving, or the fact of having been received.
- topic /ˈtɑpɪk/ (zelfstandig naamwoord) — onderwerp, thema. A subject; a theme; a category or general area of interest.
- everyday /ˈɛvɹiˌdeɪ/ (bijvoeglijk naamwoord) — alledaags. Appropriate for ordinary use, rather than for special occasions.
- script /skɹɪpt/ (zelfstandig naamwoord) — geschrift. A writing; a written document.
- loyal /ˈlɔɪəl/ (bijvoeglijk naamwoord) — loyaal, getrouw. Having or demonstrating undivided and constant support for someone or something.
- react /ɹiːˈækt/ (werkwoord) — reageren. To act in response.
- entrepreneur /ˌɑn.tɹə.pɹəˈnɝ/ (zelfstandig naamwoord) — ondernemer, entrepreneur. A person who sets up a business; generally, a person who owns and manages a business and assumes its financial risks.
- bore /boɹ/ (werkwoord) — vervelen. To inspire boredom in somebody.
Phrasal verbs die je zult horen
- go back (werkwoord) — teruggaan. To return to a place or state after having been there at a previous time.
- find out (werkwoord) — ontdekken, onderzoeken. To discover, as by asking or investigating.
- go out (werkwoord) — naar buiten gaan. To leave, especially a building.
- look for (werkwoord) — zoeken. To seek.
- come on /ˌkʌm ˈɒn/ — kom op, kom aan. Come along with me; join me in going.
- go on /ˈɡoʊˌɒn/ (werkwoord) — verder gaan. To continue in extent.
- sit down (werkwoord) — gaan zitten. To assume a sitting position from a standing position.
- wrap up (werkwoord) — inpakken, omhullen. To cover or enclose (something) by folding and securing a covering entirely around it.
Uitspraak om op te letten
De spreker gebruikt 90 samentrekkingen en verkorte vormen, zoals don't, I'm, you're. Spreek ze kort uit, zoals je ze hoort.
- De klanken “sh” en “zh”: luxury /ˈlʌk.ʃə.ɹi/, reputation /ˌɹɛpjʊˈteɪʃən/, shoe /ˈʃu/, trash /tɹæʃ/, discrimination /dɪskɹɪmɪˈneɪʃən/
- Lange woorden — let op de klemtoon: reputation /ˌɹɛpjʊˈteɪʃən/, entrepreneur /ˌɑn.tɹə.pɹəˈnɝ/, necessarily /ˌnɛs.əˈsɛɹ.ə.li/, priority /pɹaɪˈɒɹɪti/, discrimination /dɪskɹɪmɪˈneɪʃən/
Zo oefen je met deze video
- Luister de hele video één keer zonder te spreken en noteer de woorden die je niet kent.
- Begin op 0,75× snelheid, spreek zin voor zin na en ga terug naar normale snelheid zodra het makkelijk gaat.
- Neem jezelf op en vergelijk met het origineel; let daarbij op woorden als luxury, tire, reputation.
Grammatica in deze video
De structuren die de spreker het meest gebruikt, met de exacte woorden uit de video:
| Structuur | In de video |
|---|---|
| Present perfect have/has + voltooid deelwoord — iets uit het verleden dat nu nog telt | you've already laid · you've already done · you've asked |
| Lijdende vorm be + voltooid deelwoord — het gaat om wat er gebeurt, niet om wie het doet | is known · is called · could be called |
Wat is de Shadowing-techniek?
Shadowing is een wetenschappelijk onderbouwde taalleermethode die oorspronkelijk is ontwikkeld voor professionele tolkentraining en gepopulariseerd door polyglot Dr. Alexander Arguelles. De methode is eenvoudig maar krachtig: je luistert naar native Engelse audio en herhaalt het onmiddellijk hardop — als een schaduw die de spreker volgt met slechts 1–2 seconden vertraging. In tegenstelling tot passief luisteren of grammaticadrills, dwingt shadowing je hersenen en mondspieren om echte spraakpatronen tegelijkertijd te verwerken en te reproduceren. Onderzoek toont aan dat het de uitspraaknauwkeurigheid, intonatie, ritme, verbonden spraak, luisterbegrip en spreekvaardigheid aanzienlijk verbetert — waardoor het een van de meest effectieve methoden is voor IELTS Speaking-voorbereiding en echte Engelse communicatie.