Managers often expect front line employees to be friendly and upbeat with customers. While this is often a good approach, problems arise when customers are in a hurry or physically fatigued. Rushed, tired customers don't want to deal with employees who are too "chatty" or "perky." It's a turn-off. Managers would get better results by teaching employees to "mirror" the non-verbal communication style of the customer. Mirroring, when properly done, enables employees to create instant rapport - no matter what the customer's mood.
Today's chuckle:
Before you criticize someone, you should walk a mile in their shoes. That way, when you criticize them, you're a mile away and you have their shoes.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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