Apr22
Building rapport with your team and customers.
Building rapport with your team and customers is key to creating lasting relationships. A recent experience reminded me of just how important it is to show genuine interest in others. A few years ago, I met the CEO of a large company and mentioned that I had just gotten married. Fast forward two years later, when we met again, he remembered and asked about my wife by name. This small gesture made a lasting impression on me.
Last week, during a call with a contact centre advisor from one of my utility providers, I mentioned that I had just gotten a new puppy named Asha (in the pic). During a follow-up call this week, a different advisor asked about how Asha was doing by name. This simple act of making note, remembering and showing interest made me feel very valued as a customer.
It's the little things that make a big difference when it comes to customer service and building relationships. By taking the time to remember small details about your team and customers, you can create a personal connection that goes a long way.
Well done...you have my business, and you're also going to be keeping it!
By Dara Kiernan
Keywords: Customer Experience, Leadership, Customer Loyalty
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