Tips for customer service and sales to build customer trust

Customer service representatives and sales representatives play an important role as customer-facing employees, and they often influence customer behavior for the better or worse. How can your organization encourage those employees to establish and maintain trusting relationships with customers?

In this Creating Customer Value podcast, Martha Rogers discusses the role of call center and customer service representatives and sales representatives in building positive relationships with customers. She reveals tips for winning customer trust and advice to make every interaction worthwhile for the customer. She also offers suggestions for training new representatives on the importance of customer trust and measuring the effectiveness of customer service initiatives, including how to measure agent performance against the present and projected value of each customer relationship. Listen to this podcast to get ideas and advice for building long-lasting trusting relationships with customers that will benefit your organization in the coming years.

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Martha Rogers

Named one of the nineteen most important business gurus of the past century by Business 2.0 Magazine, Martha Rogers, Ph.D., is a founding partner of Peppers & Rogers Group. Martha has been recognized for the past decade as one of the world's leading experts on customer-based business strategies and growing customer value.