How do you know when you’re doing an excellent job serving customers? A compliment from a coworker or praise from a supervisor are great indicators. But there’s one more important way.
In the December issue of Customer Communicator, the training and motivation newsletter for frontline reps, service consultant Jeffrey Gitomer reminds reps that they also get a daily report card from customers.
You won’t receive a sheet of paper marked with letter grades, he says, instead you will need to watch, look, and listen for your report:
- Watch for smiles, when you get them you are on the right path.
- Look for unsolicited letters of thanks and praise.
- Listen for “thanks” in all of its many forms.
Quick refreshers like this appear regularly in Customer Communicator newsletter.
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