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Jeff Toister
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Study proves the right way to greet customers
Greetings are expected in customer service. They’re intended to make customers feel welcome and are the starting point for building rapport.
A field study proves that how we greet customers has a big impact.
One greeting routinely gets ignored. Another greeting completely changes customers' demeanors. The timing of a customer service greeting is also crucial.
This study can help you set clear standar
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“I can teach anybody [the computer operating system] Linux,” said La Gesse. “I can’t teach them to actually care.” Rackspace specifically looks for people like this, who fit the company’s customer-focused culture. Here’s a passage from its Fanatical Support Promise: We cannot promise that hardware won’t break, that software won’t fail, or that we will always be perfect. What we can promise is that if something goes wrong, we will rise to the occasion, take action, and help resolve the issue.”
― The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
― The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
“Trusting employees to do the right thing is another essential element of empowerment.”
― The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
― The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
ICMI Book Club
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ICMI is the authority on contact center performance excellence, partnering with customer management professionals around the globe to take their custo ...more
