By: Noah Miwa

Noah Miwa — Thu, 16 Oct 2014 13:18:38 +0000

I can definitely agree with these tips for customer service. I might add another which would be utilize technology to elevate the conversation with families. As generations grow older, more people are comfortable with new ways of expressing themselves and their legacy. I would advise that we should try to know our audience and meet them where they are—personally and technologically.

By: Pip Vice

Pip Vice — Thu, 16 Oct 2014 04:16:40 +0000

like these. Agree that “first impressions” count. I didn’t really gauge the “I see” is someone more visual, or “that rings a bell”, etc. Nice!
I think listening is, key, too (though of course it’s implied in the above points).
My only one would be, if, for example someone were ringing up upset / incoherent, I’d beg to differ (and I’m sure you would too) of mimicking/echoing them (imagine that scenario?!) so I would be calm, let them know I was there for them, and be patient. But yes, if someone rings upbeat and I sound like I’m low-key and overly chilled/mellow they’re gonna feel frustrated!
Will try the mimicking/physical imitating (consciously) and see what happens (and if I were a Marx Brother or Charlie Chaplin I can imagine the results!!).
Thanks for these.

Comments on: Live From NFDA 2014: Getting To The Heart Of Customer Satisfaction

By: Noah Miwa

By: Pip Vice