By Paul R Timm PH.D.
Designed to get all managers and staff puzzling over the little issues that may be performed to motivate patron loyalty and increase provider.
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Additional info for 50 Powerful Ideas You Can Use to Keep Your Customers
If you work for a non-profit or government agency where the dollar sales is not a relevant measure, calculate the number of people who may be aggravated or upset with you and your organization. Think in terms of the psychological price that must be paid as you deal with frustrated, angry, upset patrons on a day-to-day basis. THE FRONTLINE TEAM MAKES ALL THE DIFFERENCE The customer game is ultimately won or lost on the front lines—where the customer comes in contact with employees. The frontline team is the company in the customer’s eyes.
Verbal discipline can become a habit that pays off. You’ll find yourself enjoying people more. IDEA 16. CALL PEOPLE NAMES (PREFERABLY THEIR NAMES). Our name is one of our favorite sounds. Think about times when someone unexpectedly addressed you by name. Didn’t it feel good? Didn’t you feel less like a number and more like someone who is valued? I had an interesting experience as the recipient of namecalling. Some 20 years ago, I moved to a new city and opened a bank account. For some reason the teller remembered my name and, the next time I went into the branch, she greeted me—by name—when I walked in the door!
They imagine things about the person with whom they speak and about the organization. What they hear (or do not hear) conveys subtle messages through timing, tone of voice, word choice, and interruptions. For many people, this ambiguity makes telephone use uncomfortable and even threatening. Although it is a great piece of basic technology we use every day, the telephone can also be frustrating. A key to successful phone use is to simply remember that your customer cannot see you. Your challenge is to make up for all that lost nonverbal communication by using your voice effectively.