by Bill Lampton, Ph.D.
No matter how much customer care training we conduct, some customers will dislike our service. They may become so irate that they confront us face-to-face, venting their frustrations–at times rather loudly and accusingly:
“You double-charged me this month, and you can be sure I’m looking for another company that will be honest in [...]

Invest in face-time with customers:
It’s tempting, especially if it’s bad weather or if you’re not entirely comfortable with a customer, to try to resolve an issue or make a sale by telephone or e-mail instead of face-to-face. But many studies have shown that only ‘face-time’ builds relationships and trust, and that customers are willing to [...]