Pacita Dimacali brings to our attention the importance of properly addressing people we don't know correctly. Please leave your comments on Pacita's page. See you in the Rain.
“They call me MR. Tibbs!” --- Don’t assume you can safely address a person by his FIRST name.
Those who have seen this incredible movie will know its significance and importance.During a Luxury Marketing Council presentation on customer service, the speaker, Al Nucifora, related several personal experiences that rankled, that in his opinion were poor customer service.
Addressing a person you don't know by his first name.As Nucifora said, “I don’t know you, you don’t know me, I didn’t introduce myself by my first name, and I didn’t give you permission to call me Al or Alfred.”
I have to agree. When I was growing up, my parents and my teachers always told us to show the proper respect by addressing people we just met using titles like Dr., Mr., Professor, etc. Only IF they intone how they would prefer to be addressed, or if you ask if you can call them by their first name, should you begin to do so.
It’s a simple question: “How would you like me to address you....Virgil, or Mr. Tibbs?”
Al Nucifora cited many examples of what not to do and what to do. Here are a couple:
Having been a Verizon customer for 12 years, he was prime to switch because of a problem. He called Verizon to tell them he was changing his service to AT&T.
Nucifora: “I am switching over to AT&T and would like to transfer my number.”
Verizon rep: “Okay.”
Nucifora: “Did you hear what I said, I am leaving you.”
Verizon rep: “Okay.”
So Nucifora left. A few weeks later, he gets a call from Verizon, asking why, so he told them. The rep said that if he had gotten to him first, that he wouldn’t have transferred; to which Nucifora said they should have made sure their front lines are properly trained to handle such situations.
Nucifora had mentioned in one of his published articles about an unpleasant experience at Nordstrom. He was surprised to get a call from Nordstrom CEO who wanted to know more. It turned out that upper management do read what people say about the company, and it makes its way to the top. The company is committed to exceptional service, and that attitude permeates throughout.
This culture makes Nordstrom one of the very best, as told in the book “In search of Excellence.”
Who’s on top?
To get an idea of how companies are ranked by the level of their customer service, refer to American Customer Service Index by clicking here.
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