Top Takeaways:
There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy. Anabolic energy (levels 3 to 7) is the constructive and healing energy.

Level 1: The state of being a victim. In other words, where the customer or the customer service agent feels like there is no solution.

Level 2: The Antagonist - Seeing everything through the lens of conflict. This is the 'I win, you lose' state.

Level 3: The Rationalizer - People start to take responsibility for their thoughts, feelings, and actions. Therefore, this is where collaboration begins.

Level 4: The Helper - Empathy kicks in. This level is about providing service and making sure that customers win. People at this level are prone to becoming overwhelmed from giving too much.

Level 5: The Collaborator - Whatever challenges your customer is facing faces, you always find an opportunity for improvement and provide a win-win solution.

Level 6: The Connector - This is where customer service is there to support the customers and connect with other departments in the company who can help.

Level 7: The Creator State - This is where winning and losing is an illusion. It is knowing that you are doing the best you can no matter the result.

Quote:“Everything is energy. Above all, it is important to understand the energy that you and others bring to the situation.”
About:Natalya Berdikyan is the founder and CEO of Life By Design Academy and Frontline Consulting. She helps individuals and organizations grow to their full potential beyond existing borders and boundaries.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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