Trust

WILL YOUR CUSTOMER TRUST YOU?

What is a Team and why is it broken

Trust is not a one-step, nor a one-time, thing

Engage

Listen (Reciprocity)

Frame

(Name it & Claim it)

Envision

Commit

Trust is not a one-step, nor one-time thing

Trust can only be earned you cant buy it, nor expect it.
1. Engage your customer in an open discussion about their key issues 2. Listen to what is important/real to your customer; earn the right to offer suggestions 3. Frame the root issues (problem statement); take personal risks to explore sensitive issues 4. Envision, together, a new reality
What if we could do? So you think the issue is? What if? or Lets imagine Tell me more about Lets talk about

5. Commit to help construct actions, or next steps, toward the envisioned new reality

How to help your customer Trust you

The

Trust Equation
= (C + R + I) S
Credential, truthfulness, presence

Trustworthiness
Credibility Reliability Intimacy Self-orientation

Dependability, predictability
Discretion, empathy Motivation, attention-to

Why do you think it is called Customer Service?

Credibility Reliability Intimacy

Credential, truthfulness, presence Dependability, predictability Discretion, empathy

Self-orientation
My

Motivation, attention

Your focus is on others, and not on/about you

good friend always said: Just do the math!

Trust

for/towards you, is inversely proportional to how much you care about what happens to you!

Who is your customer?

Who counts on you? To Whom do you give work/time For Whom do you perform work?

Who benefits from your service?

Who are you helping? Who pays you or rewards you for what you have done?

Who would miss you the most if you left without saying good-bye?

It works everywhere, with everyone!

Customers Neighbors Co-workers

Clients
Friends Family