Customer Tells: Delivering World-Class Customer Service by Reading Your Customers’ Signs and Signals

What do championship poker players and world-class salespeople have in common? The ability to read people. Customers “tell” us how to deliver the highest levels of service. If we pay attention to them, listen to their words, and observe their behavior, they will guide us to do the following: • Treat them the way they want to be treated. • Meet and exceed their expectations. • Provide a positive, predictable experience. • Develop strong relationships and bonds. • Tailor our approach to each individual.