By Jeff Mowatt
Let’s admit it - when it comes to dealing with customers who are stressed, some jobs are easier than others.
A masseuse working in a resort spa will have more pleasant customers than a lost luggage agent at a busy airport. If your customers are sitting in a chair at your hair salon, they’re likely to be more relaxed than if they were sitting in an examination chair in a dental office.
That’s why so many customer service training programs fall short of desired results. Over the last decade there’s been a dearth of frontline training that focuses on enhancing customer experience. The premise is that we are now in the experience economy.