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  • Casual Articles - There's A Lot To Be Said For 'Please & Thank-You' Training

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    Once, in the middle of a major consulting assignment I chatted with two managers about the prior customer service training that they had sponsored for their staff.

    With derision in his voice, one described the program as “Please & Thank You” training.

    Well that’s pretty mindless and wasteful, I recall thinking.

    But now, I have a different viewpoint. I believe every customer interfacing person should be taught the importance of saying please and thank you at least five times more often.

    It was either Aristotle or Plato who reportedly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.

    Bu

    Types of Store Fixtures
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    With derision in his voice, one described the program as “Please & Thank You” training.

    Well that’s pretty mindless and wasteful, I recall thinking.

    But now, I have a different viewpoint. I believe every customer interfacing person should be taught the importance of saying please and thank you at least five times more often.

    It was either Aristotle or Plato who reportedly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.

    B

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    ty mindless and wasteful, I recall thinking.

    But now, I have a different viewpoint. I believe every customer interfacing person should be taught the importance of saying please and thank you at least five times more often.

    It was either Aristotle or Plato who reportedly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.

    B

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    be taught the importance of saying please and thank you at least five times more often.

    It was either Aristotle or Plato who reportedly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.

    B

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    ly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.

    But we can definitely add to that short list, courtesy.

    Customers love hearing please and thank you, repeatedly, because it makes them feel important. And by uttering these words, we remind ourselves who comes first, in business.

    Over the years, there has been a steady democratizing of the employee-customer relationship, and I’m not sure it has been that productive. One sign of it is when a banking CSR asks you who he is speaking to, and you reply with your full name, and he then uses your first name through the remainder of the conversation.

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