The new role of front line employees in today's economy is to create loyalty experiences. A key reason that e-commerce and automated services are booming is that machines are predictable. They rarely give us an attitude. Where there is predictability there is comfort. Where there is comfort there is trust. And where there is trust there is the willingness to part with our money. That means that front line employees need to go beyond just being friendly; they need communication skills that build trust.
Today's Chuckle:
A man and his wife are sitting in the living room and he says to her: "Just so you know, I never want to live in a vegetative state dependent on some machine. If that ever happens, just pull the plug." His wife gets up and unplugs the TV.
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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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