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10 Steps to Successful Customer Service by Maxine Kamin

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STEP FOUR

Build Trusting Relationships that Last

OVERVIEW

  • Make a connection
  • Show you care about meeting needs
  • Listen on the idea and feeling level
  • Ask the right questions

Building trust with customers can take a few seconds, a few minutes, or possibly longer. It depends on your role and your job. Someone who works at a checkout counter in a grocery store can build trust by waiting for someone to get that last minute item. Instead of saying, “You’ll have to get back in line,” she may smile and say, “I’ll hold your place for you.” Someone who works in child welfare, and has to visit a mom for the first time after her children have been taken away for safety reasons, may take months to build trust.

People offer trust in different ways. Some ...

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