Personal Emotional Connection

19 February 2015

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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