From the course: Innovative Customer Service Techniques
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Getting customers to know your name
From the course: Innovative Customer Service Techniques
Getting customers to know your name
- 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 comment 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…
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