Agency Nation Radio
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Apr 9th, 2018 |
26:58
Stop Saying No to Improve Customer Service
The more you pay attention to what you say, the better your client will feel.
When you hear someone say no your brain treats it the same as physical pain.
Sounds crazy, but that's probably not what you want your customers feeling when they're on the phone with your agency.
It's amazing how simple it can be to dramatically change the experience your clients have just by being positive and giving them useful alternatives.
That's what Sydney Roe and I talked to Matt Wood, of MetzWood Insurance, about what his wife is doing at Etsy to change their customer experience.