I called my credit card company to activate the new card I got in the mail. The automated process was smooth and stated that if I needed any help, I could be transfered to a “customer satisfaction specialist.”

Really? As the consumer, I’m all for “customer satisfaction.” This title is effective for several reasons. It is:

• easily understood
• hints at the resolution you can expect
• puts the employee in a positive light
• reduces customer anxiety of speaking with the company
• forces the employee to be customer-centric

Setting up positive expectations with both the employee and the customer help guarantee a higher percentage of happy customers at the end of the call. If the title successfully works its magic, neither party comes into the call being defensive or angry.

These are quite a few benefits from a simple three word title. What is your title? Does it accurately reflect what you can do for your customer? Does your title strike fear and uncertainty into the heart of customers or does it welcome them with open arms?

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