Is Your Staff NUMB to Customer Service?

By Nancy Friedman, President, Telephone Doctor Customer Service, Keynote Speaker

 

I walked into 3 different stores in a shopping mall the other day. Asked for three separate items. A simple: Do you carry XXX?

Got the same blunt “no” all three times. No other offer. No positive alternative. Just a flat REJECTION. How passive. (Oh wait, I did get a “sorry ’bout that.”)

Was I surprised? Yes and no. Naturally, my mind went into my training mode and I thought, “Poor things – they didn’t get any training. Not their fault.” But then I thought, “WOW. There’s always a Plan B. Even in selling. Especially in selling!”

It felt as though the folks who were there to help me were NUMB – YES, NUMB to customer service.

Whose fault is that? What’s your thinking?  The store owner? The store manager? The clerk?

Let’s hear from you.

By the way, if you’re the store owner or manager, check out our online platform www.serviceskills.com to help your folks and your customers. You’ll thank me, because we’ll help your sales.

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Nancy Friedman, customer service keynote speaker, is president of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers. You can see her 9 books here. For more information, log on to Nancy Friedman's website www.nancyfriedman.com or call (314) 291-1012. Oh yeah you can email her at nancyf@telephonedoctor.com. Nancy is a recent recipient of the Lifetime Achievement Hall of Fame Award - St. Louis Small Business Monthly

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