Friendly follow-up

Building Relationships
Written By Jeff Toister

Customers will sometimes mention something off-hand that you can later use to build rapport. For example, someone might mention they are about to go on vacation. Using the "friendly follow-up", you could ask them about their vacation the next time you see them.

This technique shows the customer you are paying attention and makes them feel valued.

Jeff Toister
Jeff Toister is passionate about helping companies improve customer service. He is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
www.servicefailurebook.com
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