Column: Customer service should build trust

02/5/2012 | 4Hoteliers

Training customer-service representatives to evoke a sense of trustworthiness will greatly aid in gaining customers' respect and loyalty, writes Jeff Mowatt, a customer-service strategist. "With this approach, the customer feels like he's getting personalized service from an accountable professional. The customer gets respect and gives it in return," Mowatt writes.

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