Do you have a happy or sad customer?

Recently, I have been doing a lot of research on customer service and how to set yourself apart from your competition.  Through this research I have uncovered some great tips that I will share with you, but initially I want to expound on an observation I’ve made about the consequences of not paying attention to a customer’s emotional state. This might not at first seem important, but by the end of this article I am sure you will start to see just how critically important this is. Let’s start off by defining who your customer is.  Immediately, you envision the person currently utilizing your service or products.  Typically, these people would be called your prospect, patient, client, shopper, patron, etc. Other people fall into this category as well, however, when you examine this a little closer.  A customer is not always only the person using your services. It could be the parents of a child in school, the family members of a parent using your services. It could be the candidate you’re attempting to hire or the employees in your organization, or even your manager or one of the company’s vendors. In brief it is everyone you come into contact with during the course of your work day.  Beyond your work day, the term “customer service” can be substituted for just being polite in your interactions with everyone you meet. Now that we have defined who a customer is, let’s dig deeper into why understanding their emotional state might be important to a successful and positive interaction.  To do this, think of a child and his or her parent going back-to-school shopping.  In this scenario there are two clients you will be faced with, and both may have very different emotional states.  […]

Newsletter: December 2014

Written by: Melanie Scherr

Newsletter: November 2014

Written by: Melanie Scherr
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