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“Niceness” Alone Doesn’t Create Customer Loyalty
Being nice over the telephone is absolutely essential – it emphasizes your organisation’s caring nature. But, this will only contribute a small percent towards building customer loyalty. The most important thing is to enable your teams to deliver what the customer wants first time, every time! This means regularly reviewing your processes and technology, as well as the more traditional means of training, because unless these are right, all the smiles in the world won't stop your customers from going elsewhere.