Customer Engagement effects your organization's ROI, profit margin, and share price

At last, someone has said it, recognised it and by all accounts, is doing something about it http://bit.ly/f0bxql

Kate Feather, Executive VP at PeopleMetrics has recognised that customer Engagement effects your organization's ROI, profit margin, and share price.

She goes on to say that few customer satisfaction programs train service representatives and front-line managers in reading and responding to customers' emotions. Providing these tools to customer service employees can be the deciding factor between mediocre and exceptional performance.

But how do we actually 'engage' with the customer and how do we actually train our staff to engage?

I have said it before and will say it again... "It hardly matters what you say, its how you say it that matters" http://bit.ly/geMACJ

Read Lucy works in Telesales http://amzn.to/e7Q5Gm because it explains the fundamental relationship between the sound we make with our voice and customer emgagement.