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The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell

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Rules For Eliminating Indifference in the Workplace

  • Use your customer’s name. The use of someone’s name reflects respect for the other person. If you don’t know the name, ask. If not sure about pronunciation, ask. Likewise, give the other person your name when first introduced, whether in person or on the phone. Most of the customer contact reps in the companies discussed in this book wear name tags to make it easier for customers to use names when doing business with them. I strongly recommend this for customer contact reps. There is one other important point to be made here: Make sure to eliminate slang use and “cutesy” names. Eliminate the “honeys,” “sweeties,” and “sweethearts” that might be floating around the office.

  • Make eye contact.

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