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  • Hub You - Customer Service Expert Says: Setting An Appropriate Tone Is Crucial

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    Janet Green works for Data Resource Group, an IBM business partner. In her position as storage product manager, she makes decisions about highly technical matters – and those decisions must be made quickly and accurately. Bes
    o an expensive restaurant you expect treatment that will differ from what is being served up at Wendy’s. The host should u
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    You wouldn’t expect a funeral director to do stand-up comedy as he’s showing you his line of coffins, would you?

    And you wouldn’t want your surfing instructor to be unduly somber as he towed you into shark infested waves, would you?

    Of course, not!

    We want people to act APPROPRIATELY, given our expectations and circumstances.

    This is the key standard to which all of us should aspire if we’re selling or servicing customers.

    For instance, if you’re going to an expensive restaurant you expect treatment that will differ from what is being served up at Wendy’s. The host should us

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    you wouldn’t want your surfing instructor to be unduly somber as he towed you into shark infested waves, would you?

    Of course, not!

    We want people to act APPROPRIATELY, given our expectations and circumstances.

    This is the key standard to which all of us should aspire if we’re selling or servicing customers.

    For instance, if you’re going to an expensive restaurant you expect treatment that will differ from what is being served up at Wendy’s. The host should u

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    >Of course, not!

    We want people to act APPROPRIATELY, given our expectations and circumstances.

    This is the key standard to which all of us should aspire if we’re selling or servicing customers.

    For instance, if you’re going to an expensive restaurant you expect treatment that will differ from what is being served up at Wendy’s. The host should u

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    y standard to which all of us should aspire if we’re selling or servicing customers.

    For instance, if you’re going to an expensive restaurant you expect treatment that will differ from what is being served up at Wendy’s. The host should u

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    o an expensive restaurant you expect treatment that will differ from what is being served up at Wendy’s. The host should use your name, if he knows it, and learn it quickly, if he doesn’t.

    If a fast-food employee went out of his way to greet you by name, others around you might think you live in the joint, somewhat like that the guy from the movie, “Super-Size Me!”

    You’d probably be embarrassed, and slink, or waddle away, as the case may be.

    In the upscale place, being recognized and known is an ego boost.

    I’ve met a number of customer service representatives who mistake stiffness

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