CHAPTER 14

Introducing the Seven Service Triggers

The foundation of the Seven Service Triggers was built upon the idea that our customers do not come to us as a blank slate. Even if they are new to our business, they’ve had experiences with companies like ours before. And these experiences, for better or worse, have shaped their outlooks and reactions.

The concept of the Seven Service Triggers is not scientific, nor is it meant to be. It’s a framework derived from my experience working directly with customers and frontline employees. In these interactions, I observed certain customer behavior patterns emerge. Specific situations seemed to be obvious triggers for customers, creating almost instantaneous negative reactions.

Why are these triggers ...

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