Listening: Giving the Customer Control

Listening: Giving the Customer Control

Listening patiently to a customer gives them a feeling of control. Customers want to know they are uniquely important and their specific needs are being attended to. They don’t want to feel trapped because you are trying to sell them something. After all, selling is not about offering customers a long list of inventory, but discovering what the customer wants.  How to achieve that goal?  By engaging the customer in a meaningful and personal dialog. If you spend the time to listen, you will give the customer that special … [Read More...]

Get off of the phone, you're in customer service

The Smart Phone: A Blessing or a Curse for Customer Service?

Brands have capitalized the smart phone and can provide customers with more personalized and real time service.  Customers receive alerts on their phones about an upcoming promotion, an actual coupon or that a store just got in that must have new item.  So what’s the downside?  Has the mobile device contributed to the ruination of customer service?  It seems that too many front line associates are more concerned with their own social media world than listening and communicating with a customer. When was the last time you … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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