Monthly Mash and Names as a Two-Way Street
Adam Toporek Keynote Speaker of Customers That Stick®

Monthly Mash and Names as a Two-Way Street


Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 21: July 2013

Thoughts on the Customer: Names Are a Two-Way Street

The use of names when communicating with customers is one of the elementary foundations of great customer service. We all know how important it is to remember and use customers’ names. Dale Carnegie said almost 80 years ago…

“Remember that a person’s name is to that person the sweetest and most important sound in any language.”

And now modern science tends to confirm Carnegie’s assertion. Brain imaging studies actually show that our brain reacts differently to hearing our own names compared to others.

Monthly Mash and Names as a Two-Way StreetBut names are a two-way street, and it is just as important for our team members to give out their names when interacting with clients.

Using names with customers accomplishes two major goals:

First, it helps personalize the interaction and establish rapport. In business, we all know how important it is to personalize interactions and show that we care. The medical profession actually has data showing how important a personal connection and demonstrations of caring are in that field.

Second, giving a name to a customer automatically signals transparency and accountability. How do you feel when you deal with a customer rep who seems to be going out of their way not to tell you their name? That’s not how you want your customers to feel.

In the end, using names for customer service is simple:

Remember your customers’ names, and remember to give them yours.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month.

  • Texas Hotel Fulfills Guest’s Ridiculous Request – It may have been a ridiculous request, but this hotel goes the extra mile to create a memorable customer experience.
  • Video Will Save Your Customer Service Department – One of the coolest ways we’ve seen videos used for customer service yet!
  • The 10 Elements of Great Customer Follow-Up – A great example of a well-executed customer follow-up email.
  • Customer Complaints: How to Deal With Unhappy Customers [INFOGRAPHIC] – A look at customer complaints by industry.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

There are some customer service professionals who just have a knack for handling challenging customers. If your organization is lucky, you have a go-to person who can handle the toughest customer situations. In Who Is Your Customer Turnaround Artist?, we discuss ways to identify this person within your organization and ways to maximize their talent.

About the Author Adam Toporek

By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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