Effective customer service starts with the person’s name
One of the key components of good customer service is a personalized response. That is, tailoring your solution and/or message to the person’s need(s). In this video, I zero in on the message: your reply to the complaint, question or comment.
Specifically, do you use the person’s name? You have it, don’t you? In two recent incidents, I received replies that did not use my name at all. While the responses were informative–each thoroughly addressed my question–they fell short because my name was not used in the opening (known as the salutation). Therefore, the overall impact was negated slightly. (Note the step you can take to further personalize your messages.)
Set yourself and your business apart by offering truly personalized customer service. As part of that, always use the person’s name.
For related reading, see “Always follow up on messages, Web postings” and “Customer problems often resolved with the smallest gestures.”
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