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Dennis L. Rosen, Ph.D

The WinFluence® Expert on Customer Service Excellence and Sales Improvement

The WinFluence® Blog On Customer Service Excellence & Sales Improvement

May 4, 2017

Here's a real-life, customer service lesson. I've had strange interactions with retail salespeople, but this one takes the cake. Would you buy anything from this guy?

March 30, 2016

One of the biggest insults you can give someone you are talking to is to turn your back on them. This is a clear statement of, “I am not interested in you.” Of course, we all know this. So I am surprised at how often I see employees turn their back on their customers without even thinking about it. In fact, you may have set up your business so y...

March 30, 2016

Some in the field of customer service promote the idea that to get customers to come back, you should encourage your employees to perform service that is “consistently above average.” That way they should be providing the kind of service that makes a difference.  Here's why that's not likely to happen.

 
The Problem
I don’t think anyone can argue...

March 30, 2016

Some friends were visiting last weekend, so my wife and I took them out for breakfast Sunday morning at a new restaurant in town – one of those family breakfast-type places.  We had a great experience.  Note I didn’t say we had a great breakfast, because whenever you go to a restaurant, you are looking for more than good food.  You are looking f...

March 30, 2016

Often I see the advice that we should listen more to our customers in order to provide a great customer experience. This seems like good advice. After all, there is a natural tendency to want to talk instead of listening – to jump in rather than letting the customer explain.

The problem I have with the advice to “listen to the customer” is it s...

March 23, 2016

Have you noticed the disappearance of “thank you” in retail transactions? I hardly hear it anymore when I finish at a checkout counter – unless I’m the one who says it.


"Thank you" has been replaced by phrases like, “Have a nice day,” a nice thought but one that can be expressed at any time. It is not unique to the end of a transaction like “tha...

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Don't Let These Simple Words Disappear from Your Customer Interaction

March 23, 2016

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