Join Jeff Toister for an in-depth discussion in this video Getting customers to know your name, part of Innovative Customer Service Techniques.
- You've probably heard that it's a good idea to…call customers by name.…It makes them feel important and helps build rapport.…Here's an interesting twist on that concept.…It turns out that it's even more important…for customers to know your name.…There are several studies that have revealed this trend.…Here's an example from a study I conducted…in partnership with Zendesk, a company that provides…customer service software.…Zendesk was able to look at thousands of…customer service surveys.…The data showed that customers are likely to give…a higher rating when they mention an employee…by name in the comments section.…
To understand why this works, think about your favorite…place to be a customer.…It might be your local coffee shop, your bank,…or the person who cuts your hair.…Chances are you know at least one person there by name.…When this happens, we start thinking of that person…as more of a friend rather than…just a customer service employee.…That in turn makes us more likely to have a favorable…view of their service.…
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- Identifying the most important customer need
- Making wait time more bearable
- Improving your power of observation
- Avoiding directed attention fatigue
- Increasing teamwork