Page 26
In-person interactions provide a great opportunity to build rapport with
customers. When you talk to a customer on the phone or you exchange
emails with a customer, it can be difficult sometimes to get a sense of
what the other person is thinking and feeling. But when you talk to a
customer in person, you get constant feedback, both verbal and
nonverbal. It’s easy to tell if you are creating the right impression.
Although in-person interactions can be difficult at times, they offer
exceptional insight into what customers want and need.
People don’t want to communicate with an
organization or a computer. They want to
talk to a real, live, responsive, responsible
person who will listen and help them get
satisfaction.
General George S. Patton