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TCFCR Newsletter
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November 2012
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Listening For Emotions Is Just As Important As Listening To The Question
Of all the business courses I took in my lifetime, the one that I found most useful was a session on active listening.
In order to build customer loyalty, company associates need to build a connection and a relationship with customers. One of the best ways to show customers that you see them as a person first, customer second, is to listen for their underlying emotion.
When someone contacts your company with a question or an issue, they could be disappointed, frustrated, angry, concerned, exasperated, happy, excited, or elated. By listening for and immediately acknowledging that emotion, it demonstrates to the customer that you care. Read more...
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The Welcomer Edge
Selected Quote From The Welcomer Edge
"Everyone wants to earn more money and get promotions, but Welcomers do not make your customers feel welcomed, appreciated, and important for the money. They do it because they understand how to service customers. However, if your business is lucky enough to have Welcomers, make sure that you let them know that you appreciate their commitment to service delivery. Don't promote them to a back-order job. Recognize that investing in a Welcomer via pay grade, bonuses, working conditions, and so on, is a great investment for your business."
To learn more about The Welcomer Edge, read reviews or purchase the book, please visit our website. |
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Customer Service In The News
 Your service processes don't exist in a vacuum. They co-exist with the rest of the world, and that may include parts of the world being hit by hurricanes, fires, floods or earthquakes. These events are likely to interfere with your standard service processes. Tell your agents to be aware of these events, and work up some contingencies for them so they're not operating in the dark. Read more.
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Did you know?
Latest Stats From TCFCR
71% of consumers are accessing social media and other sites with a tablet or mobile device. Are your brand pages mobile ready?
Contact us to find out what your customers think of your websites. |
Featured Articles
Cutting Costs Can Be A Leading Indicator Of Unhappy Customers Pay It Forward To receive articles like this directly to your inbox, subscribe here. |
What's Trending On Twitter?
Top #CustServ Tweets
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#Welcomer
A Welcomer is an associate who draws new customers to a business, engaging and providing them with a level of service which converts them to loyal patrons. Read more.
Tweet when you meet a Welcomer or have a great experience; remember to include the #Welcomer hashtag!
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