customer service Archive

Walk a Mile in Your Clients’ Shoes

There are two ways to express empathy for someone: “I feel for you” and “I feel you.” Think about the difference between those statements. “I feel for you” tells the person that you understand their situation from your own perspective....
January 27, 2015

Responding to Criticism: How’s Your Online Rep?

By Melissa Dittmann Tracey, Contributing Editor, REALTOR® Magazine If a customer is unhappy with your service, don’t be surprised if he takes to the Internet to voice his frustrations about you. If you venture to review sites — such...
August 26, 2010

Are You on the Verge of Pulling a ‘Slater?’

By Melissa Dittmann Tracey, Contributing Editor, REALTOR® Magazine Good customer service supposedly starts with the old saying that the customer is always right. However, the suddenly infamous JetBlue flight attendant Steven Slater thought a customer was wrong, and he...
August 11, 2010