article category Archives - Quality Customers Resource

AttitudeAttitude is how a person comes across. It’s a feeling we get about someone’s mindset, mood, outlook and energy. We have a sixth sense when it comes to sensing peoples’ in-the-moment attitude. While some people are pretty consistent in their outward appearances of attitude, others vacillate. We sense attitude changes in friends, families and coworkers. […]

Responsiveness Responsiveness is the perceived time it takes for your team to act on promised and implied commitments. By definition, these implied commitments are unspoken and often assumed by custom, like returning a phone call within two days. Since there’s no official rule of response times per channel between company and customer, unless you specifically […]

PersonalizationPersonalization is how your team communicates to individuals uniquely based on their key attributes and behaviors. Companies often use a one-size-fits-all communication framework that’s workable for most of their customers. “Workable” communications will help you satisfy your customers, while personalized communications deepen relationships and help you create super-satisfied customers.   There are two key aspects […]

“Helpful” is in the eye of the person being helped, not the person providing the help. Your customer is the judge and has to feel that the expertise you provide really is helpful to their exact situation and is given in a manner that suits both their personality and experience with the subject.   Before […]