Customer services in practice

Believe it or not, that friendly voice you use may be the one thing that maintains customer loyalty. The person who greets customers with a monotone and one – syllable answer will probably turn off more prospective return customers than a faulty piece of merchandise. Although many companies choose to employ computers rather than people as the first line of contact with the customer, the simple fact remains: people want to talk to people. And people respond to respect, cheerfulness and simple kindness. These are the qualities which ensure customer loyalty. For helpful ideas on this, check out “Tips for Secretaries” in the 02/05 edition of Business Spotlight and try our questionnaire.