Sometimes We All Need to QTIP

One of the things that we hear often is “The Customer is always right.” Then we also hear that that’s not always true.  One of the rules of thumb you can share with your service, sales and support teams that will always be true is, “Quit Taking It Personal” or QTIP!

Customers who are upset or irate very commonly use the word “you” when speaking with anyone within the company because their emotions are getting the best of them.  Sometimes this upsets the person on the receiving end because they’re taking it as if this customer is upset with them personally.  It is hard to separate out the idea that they aren’t mad at me.

A great way to remind your team about this ideas would be to post the QTIP acronym in a place they can see it.  At a cubicle, in front of a cash register, in the break room or on a computer monitor?  That’s up to you.  Be sure to go beyond just posting the acronym and make sure your employees have the tools and resources to turn an upset customer from upset to satisfied. Remind them they are representing the company not themselves personally.

What other acronyms or ideas help your team give better customer service? Share them with us!

About Kassi Johnson

Kassi has been enjoying her time working with Swiftpage since January of 2008. Kassi manages the Swiftpage Technical Support and Customer Care departments. When not working Kassi it typically spending her time practicing Nia, which she hopes to become an instructor in, or on the next adventure that Colorado has to offer her. In addition to finding extreme pleasure in working with Swiftpage she also enjoys spending time in the mountains, making jewelry, painting, spending time with her dog or playing racquet ball.

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  1. Marketing Moment: Winning Customer Loyalty through Consistency | Swiftpage Marketing Blog - May 1, 2013

    […] Sometimes We All Need to QTIP […]

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