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Turning Gray Clouds into Blue Skies |
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Ever hear of gray cloud syndrome? You have probably been both a victim and a perpetrator at one time or another. It occurs when the first step of the customer relationship goes awry, and it's all downhill from there. Say the agent at the airline ticket counter is rude. The chance that you perceive the gate agent as rude goes up exponentially. Of course, the lack of leg room will make you angry and the fact that you have to pay for a soda will send you through the roof.
Every interaction, every communication builds on the one before. Start off strong and you set the stage for a successful relationship. Mess it up and you could be going against the grain indefinitely...if you even get the chance.
Have you ever called your business and been astonished to hear the phone skills? Turn those gray skies to blue by starting strong right out of the gate!
Click here to read more about customer service as a differentiator. "In a world where product, price, place and promotion are increasingly similar, the quality of the customer's experience is becoming a strategic lever in achieving business success."
Peppers & Rogers Group
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