I'm sure you've experienced this... as a customer, you have a special request about a purchase. The employee declines citing it's 'against policy'. You try another track and alter your request slightly. The employee takes the request at face value and explains how they can't do that either. Been there? The problem - the employee thinks their job is to respond to customer requests. That misses the point. The real job of customer service professionals is to solve customer problems. In other works, as employees we need to go beyond telling customers what we can't do, and instead move immediately - without being prompted - to explaining what we can do to help the customer.
Today's Chuckle:
It's been fun but I have to scream now.
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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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