By Jeff Davidson The telephone, invented in 1876, has been in widespread use throughout the United States and much of the world since early 1900’s. Even with the rise in the last decade or so of internet commerce, closing sales via the telephone is still a huge component in the success of many types of […]
By John Tschohl What’s the sweetest sound that you can hear? According to recent research studying brain activation, the answer is: your name. A person’s name is a precious possession. Remembering a name represents a simple, but powerful customer care skill that people notice and appreciate. Everyone loves hearing their own name! Remembering and recognizing […]
“It’s my pleasure.” Those words cost nothing and they should be part of the DNA for any company. They should roll off the lips of retail and service industry employees automatically. And even in B2B settings, the sentiment they express should be part of all customer interactions. You’ll hear these three words if you’re spending […]
Important: This article is not about tipping etiquette. This is an observation of a very nice hotel that left a bad impression. So, hang in there with me. There’s a point at the end of the story. Here in the United States we’re expected to tip people for good service. Standard gratuity for a server […]
Several news services and blogs were writing about the same subject recently and they caught my attention. They were discussing a study conducted by Zendesk and generally they were concluding that the more often a customer service agent says “sorry,” “please” or “thank you” the angrier the customer gets. One article put it like this: […]