customer relationship process
End on a Positive Note
Roger Wolkoff | January 2, 2020
By Roger Wolkoff Do you have a natural gift to start a conversation? Many of us in the hospitality and customer service world are quite adept at it. Think about this for a moment. How good are you at ending conversations? I'll wager you have a signature opening greeting, but do you have a signature closing? In customer service and hospitality, we devote time to make an excellent first impression. We make eye contact, smile, or lean in if we're next to the person. Then, we move on to the heart of the conversation. Our guest or customer may request service, or they need help to resolve an issue. Perhaps they want a recommendation from us. Fi...
Up Closer and More Personal
Roger Wolkoff | August 21, 2019
By Roger Wolkoff I walk into the newest branch of my credit union, and I am immediately drawn to the design. Lots of open space, thick wood beams surrounded by steel, and lots of light thanks to the plethora of glass. Stunning only begins to describe how it looks. Intimate describes how it feels. As I approach the teller area, it becomes apparent that there is something different about this space. There is no wall separating tellers from customers. Camille stands in front of her station with a welcoming smile. She extends her hand to greet me and guides me to the table that juts out from the side of her station. I stand at a 90-degree a...
