If there is one behavior that will almost surely result in a positive customer impact - it is a smile!

Considering the amount of dough that gets spent on customer service trainings, I just cannot understand why I don't see more of the Smile on many customer facing teams - receptions, check out counters, servers / waiters, etc.

Some benefits -
  • Create a warm feeling at the contact point
  • Shows the customer that the service agent is thinking of the customer too
  • Has the potential to cushion the impact of any other goof ups your organization might do in the customer experince
  • Acts as a hook to rope in renewed contacts
  • If your don't give one, someone else will
  • Giving one becomes even more important when you don't receive one

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