Customer Service Training TIps

Your Job is in Jeopardy if you just Provide Information

An owner of a travel agency recently explained to me that when they offered seminars titled, ‘Travel Tips for European River Cruises’, their yearly registrations eventually dwindled to 5 people. Fortunately, they changed the title to, ‘How to Choose the Right European River Cruise’ and registrations jumped to over 30. The lesson – customers don’t want service providers to simply give them information. Employees who act primarily as information providers are providing virtually no value. If customers want information they can search Google; get thousands of responses in under a second, and it’s free – meaning worthless. Instead, customers value service providers who act as Trusted Advisors. Today’s customers want professionals to help them filter through the numerous options to identify which are best suited to satisfy their unique needs. Information alone is clutter. Analysis and interpretation of information is clarity.

 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:

We get heavier as we get older because thre’s more information in our heads.”
Vlade Divac – retired pro basketball player


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