For customer satisfaction use the customer’s name – but which name?
- Choose carefully.
- When you use your first name don’t think the customer wants you to use his or her first name.
- Show particular courtesy in discovering which name the customer wants you to use. The customer may feel offended if you immediately use the first name and you have then made it difficult for the customer to correct this in a friendly way.
- Give the customer the choice of which name is preferred – the formal family name or informal first (given) name. If this is your first contact, show respect by using the formal name, leaving it to the customer to correct you.
- Ask: ‘What name would you like me to use?’ and then note and use that name next time.
- Leave it to the customer to relax formality by saying then or later, ‘Call me Tom’ or ‘Call me Chris’.
- Your personal attention to the customer’s preferred name will give customer satisfaction.
07. January 2014 by Melda Townsley
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