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    Made possible by
Good Morning!
    Coming up...
So sad.
Why we’re here:
The Power to Delight
But really, it’s the oldest trick in the book
This is what’s different
The network smashes boundaries
The
  Company - Customer
                            PACT
                                       THE CHALLENGE
We, customers and companies alike, need to trust the people with whom we do business.
Customers expect honest, straightforward interactions where their voices are heard.
Companies work to inspire brand loyalty and deliver satisfaction while trying to understand
their customers better. It is evident that we all have a crucial stake--and responsibility--in
transforming the adversarial tone that too often dominates the customer experience.


                        A CALL FOR SHARED RESPONSIBILITY
Along with open, authentic communication comes the mutual responsibility to make it work.
As each of us is both a customer and an employee, we share in the rewards and challenges
of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relationships:


                   COMPANIES                                    CUSTOMERS


1.
          Be human. Use a respectful, con-             Be understanding. Show the
          versational voice, avoid scripts and         respect and kindness to company
          never use corporate doublespeak.             reps that you'd like shown to you.



2.        Require employees to use their
          real names and use a personal
                                                       Use your real identity, and foster
                                                       your long-term reputation with the
          touch.                                       company.



3.        Anticipate that problems will
          occur, and set clear, public
                                                       Recognize that problems will
                                                       occur, and give companies the
          expectations in advance for how              information and time required to
          you will address (and redress).              competently address issues.



4.
          Make it easy to contact you, and             Share issues directly, or through a
          cultivate a public dialogue with             forum where the company has an
          customers to demonstrate your                opportunity to respond, so it can
          accountability.                              work with you to solve problems.



5.
          Show an understanding of the                 Accept the sincerity of the effort
          problem to be solved, and make               and cooperate in the process of
          an earnest, thorough and                     resolution.
          obser vable attempt to solve them.


                                         OUR PACT
By working together in these ways, people build long-term relationships that lead to trust,
strong communities, and sustainable businesses. We, as companies and customers, support
this call for change.




                   SUPPORT THE PACT AT HTTP://ccpact.com
A CALL FOR SHARED RESPONSIBILITY
Along with open, authentic communication comes the mutual responsibility to make it work.
As each of us is both a customer and an employee, we share in the rewards and challenges
of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relationships:


                   COMPANIES                                  CUSTOMERS


1.
         Be human. Use a respectful, con-            Be understanding. Show the
         versational voice, avoid scripts and        respect and kindness to company
         never use corporate doublespeak.            reps that you'd like shown to you.



2.       Require employees to use their
         real names and use a personal
                                                     Use your real identity, and foster
                                                     your long-term reputation with the
         touch.                                      company.



3.       Anticipate that problems will
         occur, and set clear, public
                                                     Recognize that problems will
                                                     occur, and give companies the
         expectations in advance for how             information and time required to
         you will address (and redress).             competently address issues.
of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relationships:


                   COMPANIES                                  CUSTOMERS


1.
         Be human. Use a respectful, con-            Be understanding. Show the
         versational voice, avoid scripts and        respect and kindness to company
         never use corporate doublespeak.            reps that you'd like shown to you.



2.       Require employees to use their
         real names and use a personal
                                                     Use your real identity, and foster
                                                     your long-term reputation with the
         touch.                                      company.



3.       Anticipate that problems will
         occur, and set clear, public
                                                     Recognize that problems will
                                                     occur, and give companies the
         expectations in advance for how             information and time required to
         you will address (and redress).             competently address issues.



4.
         Make it easy to contact you, and            Share issues directly, or through a
         cultivate a public dialogue with            forum where the company has an
         customers to demonstrate your               opportunity to respond, so it can
1.
     Be human. Use a respectful, con-       Be understanding. Show the
     versational voice, avoid scripts and   respect and kindness to company
     never use corporate doublespeak.       reps that you'd like shown to you.



2.   Require employees to use their
     real names and use a personal
                                            Use your real identity, and foster
                                            your long-term reputation with the
     touch.                                 company.



3.   Anticipate that problems will
     occur, and set clear, public
                                            Recognize that problems will
                                            occur, and give companies the
     expectations in advance for how        information and time required to
     you will address (and redress).        competently address issues.



4.
     Make it easy to contact you, and       Share issues directly, or through a
     cultivate a public dialogue with       forum where the company has an
     customers to demonstrate your          opportunity to respond, so it can
     accountability.                        work with you to solve problems.



5.
     Show an understanding of the           Accept the sincerity of the effort
     problem to be solved, and make         and cooperate in the process of
2.       real names and use a personal               your long-term reputation with the
         touch.                                      company.



3.       Anticipate that problems will
         occur, and set clear, public
                                                     Recognize that problems will
                                                     occur, and give companies the
         expectations in advance for how             information and time required to
         you will address (and redress).             competently address issues.



4.
         Make it easy to contact you, and            Share issues directly, or through a
         cultivate a public dialogue with            forum where the company has an
         customers to demonstrate your               opportunity to respond, so it can
         accountability.                             work with you to solve problems.



5.
         Show an understanding of the                Accept the sincerity of the effort
         problem to be solved, and make              and cooperate in the process of
         an earnest, thorough and                    resolution.
         obser vable attempt to solve them.


                                      OUR PACT
By working together in these ways, people build long-term relationships that lead to trust,
expectations in advance for how            information and time required to
          you will address (and redress).            competently address issues.



4.
          Make it easy to contact you, and           Share issues directly, or through a
          cultivate a public dialogue with           forum where the company has an
          customers to demonstrate your              opportunity to respond, so it can
          accountability.                            work with you to solve problems.



5.
          Show an understanding of the               Accept the sincerity of the effort
          problem to be solved, and make             and cooperate in the process of
          an earnest, thorough and                   resolution.
          obser vable attempt to solve them.


                                      OUR PACT
By working together in these ways, people build long-term relationships that lead to trust,
strong communities, and sustainable businesses. We, as companies and customers, support
this call for change.
Made possible by

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Introduction: Customer Service is the New Marketing

  • 1. Wifi: sflan-prince Program will commence at 9am Made possible by
  • 2.
  • 3. Good Morning! Coming up...
  • 5. Why we’re here: The Power to Delight
  • 6. But really, it’s the oldest trick in the book
  • 7. This is what’s different
  • 9. The Company - Customer PACT THE CHALLENGE We, customers and companies alike, need to trust the people with whom we do business. Customers expect honest, straightforward interactions where their voices are heard. Companies work to inspire brand loyalty and deliver satisfaction while trying to understand their customers better. It is evident that we all have a crucial stake--and responsibility--in transforming the adversarial tone that too often dominates the customer experience. A CALL FOR SHARED RESPONSIBILITY Along with open, authentic communication comes the mutual responsibility to make it work. As each of us is both a customer and an employee, we share in the rewards and challenges of candor. By adopting these five practical measures, we can together realize a fundamental shift in our business relationships: COMPANIES CUSTOMERS 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of an earnest, thorough and resolution. obser vable attempt to solve them. OUR PACT By working together in these ways, people build long-term relationships that lead to trust, strong communities, and sustainable businesses. We, as companies and customers, support this call for change. SUPPORT THE PACT AT HTTP://ccpact.com
  • 10. A CALL FOR SHARED RESPONSIBILITY Along with open, authentic communication comes the mutual responsibility to make it work. As each of us is both a customer and an employee, we share in the rewards and challenges of candor. By adopting these five practical measures, we can together realize a fundamental shift in our business relationships: COMPANIES CUSTOMERS 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues.
  • 11. of candor. By adopting these five practical measures, we can together realize a fundamental shift in our business relationships: COMPANIES CUSTOMERS 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can
  • 12. 1. Be human. Use a respectful, con- Be understanding. Show the versational voice, avoid scripts and respect and kindness to company never use corporate doublespeak. reps that you'd like shown to you. 2. Require employees to use their real names and use a personal Use your real identity, and foster your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of
  • 13. 2. real names and use a personal your long-term reputation with the touch. company. 3. Anticipate that problems will occur, and set clear, public Recognize that problems will occur, and give companies the expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of an earnest, thorough and resolution. obser vable attempt to solve them. OUR PACT By working together in these ways, people build long-term relationships that lead to trust,
  • 14. expectations in advance for how information and time required to you will address (and redress). competently address issues. 4. Make it easy to contact you, and Share issues directly, or through a cultivate a public dialogue with forum where the company has an customers to demonstrate your opportunity to respond, so it can accountability. work with you to solve problems. 5. Show an understanding of the Accept the sincerity of the effort problem to be solved, and make and cooperate in the process of an earnest, thorough and resolution. obser vable attempt to solve them. OUR PACT By working together in these ways, people build long-term relationships that lead to trust, strong communities, and sustainable businesses. We, as companies and customers, support this call for change.