We have been discussing how important the opening moments of any customer contact is to the overall success of the contact.

The Universal Greeting begins with an appropriate greeting that combines the right words, the right tone, and the right facial expressions.

Doing this right sets the contact professional up for success. Doing it poorly makes it more difficult for you to generate voluntary compliance, cooperation, and collaboration with your customer.

Mark Andrews from the Orange County Transportation Authority tells a peace story that demonstrates how a little change in a transit operator’s initial contact made a big change in his success.


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