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In this section we'll be discussing another model known as the ABCs of customer service.
I'm Pamela Unruh on behalf of Expert Village. The next element in the C of the ABC model
of customer service is to be personal. It's very important to stress that this should
not be confuse with becoming to casual with your customer. We talked about how you don't
want to come across as to casual, to friendly it crosses the line and it can actually be
a very kind of creepy with some customers. Being personal is a little bit different you
can be personal on a very professional level. If you know that the customer has a particular
interest maybe the customer has come in-in a NY Yankee's jersey, whether or not you like
them you can say oh "I see your a baseball fan". I'm not a big baseball fan but I like
football myself, you can make conversation with the customer. You can have those personal
exchanges but remember don't be casual and if you don't like the team don't ever ever
insult their team. That is also crossing the line being to casual. But personal use the
information that you know about that customer and discuss it don't be afraid to reveal some
interest of your own. Be careful with this again you don't want to go into the giving
the customer to much information about your personal life if doesn't really have any place
of customer oriented service. But being personal can equal being professional.