ABSTRACT
This chapter provides tips for trainers, different learning activities and a set of handouts. Customers do not like to be talked down to, and they don’t like to hear jargon or language specific to the organization. Even if staff members are new, customers still think they should know their jobs or have backup to go to for answers. People just want to feel good when they are in a service situation. Although customers probably know that they are not in control of the situation, they sometimes want to be. Responsive service starts with a responsive greeting. Greetings come in all forms. All of us filter our perceptions of other people. Filters are like screens, and they can affect our ability to be receptive and to listen. Stereotypes and assumptions can be triggered by dress, language, accents, religion and other differences. Filters also may make us more receptive to people who are like us.
