Video

  • 9 minutes

Social Groups and Behavior - The Psychology of Customer Service

 

People are highly social animals, belonging to many social groups, each with a distinct identity.

When you look at customer service you need to look at it from two perspectives – psychology and behavior, or personality and behavior. What’s interesting is that there are individuals, because of the social groups they spend time with, that all share common goals and interests and have a particular set of expectations. So with the individuals that you are working with today, even those consumers that are the most daunting, they have a particular set of expectations and you need to make sure that you are meeting those expectations. Watch this video for details on how to provide a seamless, consistent customer experience.

Runtime: 9 minutes

Agenda

Faculty

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Performance Group

  • Works with individuals and organizations that grapple with finances and transform them into wealthy professionals with the liquidity and lifestyle they desire to live with profound longevity in order to create a legacy
  • Has worked on Wall Street since 1985, helping portfolio managers, traders, brokers, and other investment professionals
  • His experience has enabled him to work with commercial and investment bankers, private equity, and venture capital, as well as to conduct several mergers & acquisitions
  • Has produced over $11 billion in revenue for organizations while always delivering to others
  • Contributed 14 books and over 4,500 articles and internet articles to stimulate others to increase their knowledge and awareness of the financial markets
  • Registered insurance professional and working actively towards his investment advisory certification
  • Well-known international keynote speaker and seminar producer

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