Shape behaviour & create delight at no extra cost

Having your front line staff proactively engage with customers to help them satisfy their service needs, can yield big dividends in enhanced efficiency and customer satisfaction. Grooming the right staff and choosing the more receptive customers will deliver greater success as not all staff have the ability to approach customers without intimidating them and not all customers are open to unsolicited approaches.  In this blog Maz Iqbal ponders the secrets behind successful one to one demonstration of service enhancements.