customer relationships
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...
Avoid These Worthless Questions in Customer Service or Pay the Price
Dr. Dennis Rosen | November 29, 2016
by Dr. Dennis Rosen As a former university professor, I figured out a while ago that a common classroom question my colleagues and I had been asking for years is pretty much worthless. Go ahead - guess what the question is. Sorry, your time is up. The most worthless question we ask in the classroom is, "Are there any questions?" It's worthless because it almost never gets a response, maybe because the students are embarrassed to ask (or think asking will lengthen the class). Even worse, when I would get no response, I assumed that meant there actually were no questions - that everything I had said had been understood. Late...
