Customer Relations

Video activity: The Service in Customer Service

Before you watch Simon Sinek’s talk about the importance of customer service, look at the following questions and try to answer them.

Do you know Simon Sinek? Have you ever heard any of his speeches?
Why might some companies be lazy to do customer service?
What makes a company do a better business?
What customers are the best ones?
In what ways can companies manipulate customers? Think of some examples of manipulation.
How do manipulative mechanisms work?

Now watch the video and check your answers. Then watch the video again and complete the gaps below with the expressions you hear.

Why are some companies lazy to do customer service?
Some companies are lazy to do customer service due to their position and because there is no .
What makes a company do a better business according to Simon?
A company does a better business in when there are higher stresses and .
What customers are the best ones according to Simon?
These customers are the ones who will stick with the company.
Besides promotion, in what other ways can companies manipulate customers according to Simon?
Companies typically manipulate customers by the price and the sell of buy one get one free.
How do the manipulative mechanisms work?
They either add a of bounty or, on the contrary, the threat of .
What are the examples of customer service approach that Simon suggests airlines use to make customers feel valued?

Suggested answer: use empathetic customer focus standpoint, show they care about clients, treat people like people, help people live better lives

In order to learn more about Simon Sinek, check his Youtube channel.