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Customer Service Training 101, 2nd Edition by Renee Evenson

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CHAPTER 3

Jumping in with Both Feet: Relationship Building

TO PROVIDE THE BEST POSSIBLE SERVICE,YOU MUST GET CLOSE TO YOUR CUSTOMERS BYBUILDING A STRONG RELATIONSHIP WITH THEM

Did you know that every customer contact results in a relationship? Even when customers only do business with a company once, they remember and judge the company based on their relationship with its employees. They remember whether their relationship is good or bad, and they are also likely to share their experiences with others. As a result, your customers can be your best—or your worst—marketing and advertising tools.

CUSTOMER SERVICE IS BUILDING RELATIONSHIPS

Relationship building is the cornerstone of customer service. Remember, to your customers you are the company. ...

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