Making A Positive Impression on Customers
Chip Bell, Jeff Toister and JoAnna Brandi share practical advice for frontline service professionals.
(Mountain Lakes, NJ, April 7, 2016) — There’s a lot that customer service professionals can do to make a more positive impression on customers — and to keep them coming back again and again.
In the April issue of The Customer Communicator newsletter, Editor Bill Keenan shares advice from three customer service gurus.
Get personal. Chip Bell, author of Sprinkles: Creating Awesome Experiences Through Innovative Service, suggests that one important thing customer service reps can do is "pay attention to the personal things that matter most to customers."
He adds: "Customers today want personalized treatment, and that means being a perpetual customer sleuth on the little things that matter to them. Look for cues to start a personal dialog around the customer’s interests, not just their needs and requirements."
Stay positive. JoAnna Brandi of JoAnna Brandi & Company suggests that reps "nourish their own positivity. The more that we can do to be in a good mood " being in a positive place and radiating that positivity out — the easier it will be for the customer to recognize it and to take part."
Show respect. Jeff Toister, author of Service Failure, suggests that "reps should work hard to show respect for their customers. This includes taking time to understand the customer’s issue rather than simply pushing toward a resolution."
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.