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It’s a “Moment of Truth.” That’s a phrase used in customer service to typically describe when we’re one-on-one with the customer, and how we react or respond or engage the customer in that situation is make or break. Do we build a relationship through our actions or tear it down? Do we engender loyalty or […]

Sometimes we’re meeting the customer for the first time. It’s going to be a brief conversation, but we still want them to end the conversation feeling valued, comfortable, and confident – we want them to have a great experience. Maybe there’s not enough time to establish a relationship, especially if you only have 90 seconds […]

The customer is asking you question after question after question. They’re engaged and pleasant, but they’re turning what’s normally a 30 second quick talk into a 3-minute conversation. It’s easy to get impatient with these customers because they’re taking up more of your time than normal. It’s easy to get frustrated because they’re firing question […]