Developing positive experience for customers
Can you remember the last time you received great service for something you purchased. Now do the same exercise remembering a negative experience. At least for me, I can remember poor service with a much stronger feeling than the good.
Perhaps your day isn't going well or you've run into personal problems. Don't take it out on your customers.
I was in a convenience store the other day and the person ahead of me was certainly rude to the attendant. Next in line, I had my money ready and presented my purchase for him to ring up in a timely manner. Instead of greeting me with positive service, I received the fallout of his negative experience with the prior customer. I not only paid for the purchase but received a hostile clipped tone and brusk handling of my transaction.
Recognize where you can improve your customer service to avoid losing sales and your loyal customer following.
Richard J. Garcia | 02/13/2010