This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience.
At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows. After all, word of mouth can work both for and against you.
You need to make sure everybody in your organization knows he or she is an important part of it. Each department depends upon and dovetails into the other to produce quality service or product. Everyone makes a difference: the sales force, the service technicians, the clerical staff, the PR department. They all work together toward the same goal, keeping the customers satisfied.
A perfect example of how everyone makes a difference
