AOL.com Video - How Speech Act Philosophy Impacts on Customer Service Strategy

VIDEO:Business

How Speech Act Philosophy Impacts on Customer Service Strategy

Description:In Chapter 7 of 17 in his 2010 Capture Your Flag interview with host Erik Michielsen, customer advocacy marketing executive Alan McNab details how Speech Act language philosophy impacts customer service strategy. He highlights how coaching teams to engage, listen and make a promise to customers enables a customer service strategy. The Speech Act commitment philosophy empowers the customer as much as it does the line staff - the service technicians - working to deliver value on the ground. (2:03)

Source: Capture Your Flag

Tags: Speech Acts in Customer Service Strategy , alan mcnab , capture your flag , erik nichielsen