Trust is emotional, and is built transactionally
Customer Service Week is being celebrated around the world this week, and the theme is “Building Trust.” And while trust is certainly an emotional concept, it isn’t completely immune to training, practice, review, and reward.
How do you measure and improve in a nebulous area like trust? I’d like to go through three opportunities that are typical “trust points” for most service-oriented organizations. In each case, I’ll suggest how this moment can either build, maintain, or break down trust between you and the people you serve.