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I have this recurring fantasy that’s been playing out in my mind for the last few weeks. No, it’s not the one with Brad Pitt and me stranded on the island. This one is much more intense, more exciting. (I’m flushing just at the thought of it). It starts with groups of protesters gathering at each entrance of my local shopping mall. It’s not about civil rights or land preservation. But it is something that raises emotions and brings upset just as much as those issues. These activists feel violated and incensed by the issue at hand. So offended, in fact, that they’ve come to protest and have pledged not to leave until their demands have been met.
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Posted by Pam Wyess in Customer Service
Breaking the Bad News To Your Customers
You’re having a pretty good day so far. Your customers have been friendly and their transactions have been fairly routine. You’ve answered all their questions and solved all their problems. They actually seem pleased with your service when they walk away or hang up the phone. If only you could always do exactly what the customer wanted – how much easier your job would be! Continue Reading
Posted by Pam Wyess in Customer Service
The checkout clerk was friendly enough. Smiled, made good eye contact. Even engaged in conversation with me. Wow, I thought. Great service. And then it happened. As he handed over my neatly bagged five-items-or-less, I thanked him. He thanked me back. Continue Reading
Posted by Pam Wyess in Customer Service
