Sears will soon the the object lesson of how your customers will stop caring about you as soon as they realize that you have stopped caring about them
What Ms. Hillin was looking for, at minimum, was a little empathy. Instead, she described her feeling like this, “When we called Disneyland we were considered nothing more than the dirt under their diamond tipped shoes. As the woman told us, people are still buying tickets so we can take a hike for all she cares. We did, thanks.”
What should you do if you’re a customer? Should you just cross your fingers and hope for the best? Sure, you make a point to do business with companies you know will treat you well, but what about all of the other places you spend your money?
The agent I spoke with, Brione, was articulate and an outstanding listener. Her telephone skills – all the little things that we teach in our training programs – were flawless and executed naturally. (Right down to the “Wow, that’s a really good question” whenever I’d ask a stupid question.)
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