Tuesday, February 19, 2008
Are we speaking the same language??
One of the keys to eliminating customer 'pain' is to understand what they are saying, and to respond in a way that makes sense to them. Speak the same language!! When you are working out of a call center, customers want things fixed by the first person they talk to, and they want it fixed fast! Be responsive to their "hierarchy of needs"! (PKM, CH.22)
Posted by The Two of Us at 5:46 PM