At my office (Starbucks) the other day, a man sat in front of me and sparked up a conversation. It was fine until his questioning became too much...
"Do you like rice?" he asks.
"Yes, I do. Sometimes I cook..." and then I was interrupted with more questions:
"How long have you lived here? When did you come here? Do you like it here? Where are your parents? Are you the oldest in the family?" On and on and on...
Obviously this man had nobody to talk to at home so I was polite and tried to answer as many questions as I could - in my mind thinking for some reason that this guy would definitely make a good customer service rep because he likes to talk and he definitely knows how to ask questions. If there's one person who would know what your customers do and don't like, it would be him!
The funny thing is, I saw him again another day and he practically remembered everything that I told him!
How many of your customer service reps know details about your customers? Ok, they don't have to know if they like rice or not, but you know what I mean!
Knowing some details about your customers is good business, but having many customers with hundreds of questions is bad business.
Posted by: MAry | August 8, 2006 1:16 PM | Permalink to Comment