Delivering excellent customer service is one of the most challenging things we do as piano technicians. This class on excellent customer service has two components, looking at it from a variety of perspectives and then offering strategies for designing effective customer service.
The economic perspective breaks it down analytically, asking what is it exactly we are selling when we do piano work? The psychological perspective looks at emotions, power dynamics, and personalities. The cultural perspective considers situations and people outside of our comfort zone.
The goal of this class is to come away being able to choose the best customer service personalities for piano service, and to learn to analyze customer interactions for the purpose of designing better service. We will learn to better present ourselves to our customers, access musical authority, gain confidence, and convey expertise.