Get in-sync with customers
Managers often expect front line employees to be friendly and upbeat with customers. While this is often a good approach, problems arise when customers are in a hurry or physically fatigued. Rushed, tired customers don’t want to deal with employees who are too “chatty” or “perky.” It’s a turn-off. Managers would get better results by teaching employees to “mirror” the non-verbal communication style of the customer. Mirroring, when properly done, enables employees to create instant rapport – no matter what the customer’s mood.
Before you criticize someone, you should walk a mile in their shoes. That way, when you criticize them, you’re a mile away and you have their shoes.
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Jeff Mowatt is a customer service strategist, award-winning speaker, and best selling author. To inquire about engaging Jeff for your team visit www.JeffMowatt.com