Uncovering Conversation Summary #accountmanagement #customercentricity #customerservice

26 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 "Uncovering Conversation Summary #accountmanagement #customercentricity #customerservice" (created 2024-03-26). The excerpt is a single-speaker instructional segment describing the "Response Triad" for uncovering conversations—acknowledge, seek, and partner—stressing respectful, curious, non-intrusive approaches when engaging customers, colleagues, or partners and encouraging practice of curiosity in those interactions.

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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.