Devoted to Managers and those that seek to improve their management skills

The constant and greatest part of customer service will never be determined by technology. We talk a lot about that here at managersrealm.

Lynn DellaCroce at Crm Buyer said this about the human touch:

"Simple actions like promptly returning phone calls; changing your voice mail and e-mail messages so that they accurately state when you will or will not be there; offering special services such as risk management, renewal letters, phone calls, or visits; supporting your commercial clients' businesses; sending unexpected letters or making phone calls to your clients; and newsletters are just a few examples of ways to add "human touch" to your operation."

While these things are good practical advice, the core element of the human touch isn't these things. The core element has to do with the type of attitude that all of this is presented in.

Most of us have all heard the importance of talking with a smile on the phone, and that is important. We need to do everything the same way. Write with a smile, email with a smile, or whatever means we're using to communicate. Of course I'm not talking about walking around with a grin on your face, but to have a great attitude while you're doing these things.

Many times in my experience, after dealing with an especially difficult customer, one way you stop from spreading the bad feeling around is to lighten up things with humor or fun. While it's never possible to be perfect at this, we can go a long way toward not spreading bad attitudes because of occasional experiences.

If a manager is negative about customer experiences, it will filter down to the workers. This is one thing that we can't afford to happen.

Do it right, and it's surprising how much customers will forgive when you work with them professionally and with a great attitude.