Customer service training is not a“Day One and Done” kind of thing. It’s a leader’s obligation to continually teach his people.
We established a service non-negotiable: Use the person's name at every opportunity. While that may sound like common sense since it was a mantra that was touted by Mr. Carnegie nearly 80 years ago, it is not yet common practice by most businesses. To prove the point, in the last five times you used your credit card, which has your name imprinted right on it, how many times did the clerk, server or cashier use your name in giving it back to you?
C-level executives may know 10% of customers' complaints and concerns. Managers may know 40% of customer complaints and concerns. But the front-line staff know 100% of the customers complaints and concerns because customers tell them every day. So ask, listen and then act.
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