Customer Service Training TIps

The Reciprocity Response

Many managers underestimate the impact you can create with the reciprocity response. Researcher Dennis Regan found that even when an employee was generally viewed as being obnoxious, if he bought his co-workers a soft-drink over lunch he was able to sell them almost twice as many raffle tickets as the employees who were likable but who hadn’t given them anything prior to the sales pitch. The reason – when we give people anything for free, they are strongly compelled to reciprocate. When influencing others it’s true that what goes around comes around.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

The only time the world beats a path to your door is when you’re in the bathroom.


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