ensure that your customer knows you know them The US State of Customer Service survey, as published in Parature 2016, found that 66% of customers expect customer service agents to know their contact information, product information, and service history. When they take their car in to be serviced, or household items to be repaired, or […]

ensure that your customer knows you know them The US State of Customer Service survey, as published in Parature 2016, found that 66% of customers expect customer service agents to know their contact information, product information, and service history. When they take their car in to be serviced, or household items to be repaired, or their dry-cleaning in to be done etc, they expect to have to highlight nothing more than their name and the issue. They expect everything else to be on record and readily accessible. This put paid to the notion that customers do not want their personal information kept on record. Indeed, they EXPECT their personal information to be kept on record. The recording of such information makes life easier for them. It also makes them FEEL important or significant. Significance is one of the 6 basic needs for self-actualisation, with the others being certainty, variety, connection,…