Personal Emotional Connection

When it comes to top-notch customer support, you’ve got to make a P.E.C.

We've got to make a PEC.
>> Personal, emotional connection.
>> PEC.
>> PEC.
>> For example, I have this customer.
I looked her up, her Facebook page, ends up she has two cockapoos.
Guess what?
I have two cockapoos.
>> Yeah, she does.
>> It's a cockerspaniel poodle.
So every time there's a challenging case,
in my mind that customer has at least two cockapoos.
>> At least.
It's the Vooza two poos policy.
>> They'll be like, why'd you charge my credit card twice?
And I'll be like, whoa, whoa, whoa, wait.
First of all, how's Boomer and Sassy?
Let's, first things first, you know?
And then they're like, I, I don't know what you're talking about,
just please I'm asking you to stop charging my credit card twice and
then I'm like, yeah, but how about those cuties?
Oh, do they sleep in bed with you?
because mine do.
>> Personal, emotional connection.
>> Yeah, you know?
>> PEC first.
Reimbursing your credit card second if at all.
>> Yeah.

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