Mastering The Art Of Uncovering #accountmanagement #customercentricity #customerservice

27 Mar 2024 · 1 min

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This content was created by Jermaine Edwards. This content was uploaded by Jermaine Edwards. This is a YouTube video titled "Mastering The Art Of Uncovering #accountmanagement #customercentricity #customerservice" (created 2024-03-27). It is an instructional presentation in which a single speaker outlines the "Response Triad" for uncovering conversations—acknowledge, seek, and partner—emphasizing respectful, curious, non-intrusive approaches when engaging with customers, colleagues, or partners and encouraging practice of curious, empathetic listening.

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So what do we do with this? Well, the Response Triad is about uncovering in our conversation. So we need to acknowledge, we need to seek, and we need to partner. And in the end, an uncovering conversation really needs to be thought about and conducted respectfully and curiously. And what we want to avoid are conversations that become intrusive. That's not what we want. We want a conversation that really helps the person to open up and demonstrates a level of care. So, question is, how often do you see this with a customer or with a colleague or with a partner? This is an opportunity for you to practice being curious in an uncovering conversation.