More About the Friendly Factor in Customer Service
Have you had the experience of talking with a customer service rep who is so obviously following a script that you don’t actually feel as if you are being listened to?
Friendliness is more than simply using a customer’s name because you’ve been trained to do so; innate friendliness comes from a personality-driven preference for being around people, for feeling energized by simply interacting with other people.
The CUSTOMER SERVICE SURVEY measures a person’s “friendly factor” and tells you how well a person will tolerate extended contact with people, day after day, because those are the people who will continue to enjoy reaching out to customers, helping solve their problems, and finding opportunities to offer them other products and services.
When you know what each employee’s “friendly factor” is, you know how to train them to build better relationships with customers, and that makes it easy for your customers to do business with you!
The CREDIT UNION MEMBER SERVICE SURVEY is customized for credit unions, and is used in that form by credit unions throughout the U.S. Its twin, the BANK CUSTOMER SERVICE SURVEY, is used by banks throughout the U.S.