Waiting customers may perceive employees (or other customers) to be insensitive when an interaction continues beyond that which is deemed appropriate. The topic was customer service and one of the behaviors I highlighted was to express genuine interest in your customers by, among other things, engaging them with questions.Īfter my presentation, one of the attendees asked how to express genuine interest in a customer when you have a line of other customers waiting to be served-either in person or on the phone. Last week, I delivered the opening conference keynote address for an insurance association at The Mirage Resort & Casino in Las Vegas.
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