Navigators Warned: Don’t Leave Tax Returns on the Fax Machine
Additional excerpts from the Navigator Manual:
No fake smiles: "Do not pretend to smile, or produce a false smile; these are easy to spot and send the wrong messages." – Section 2.2.1
Listen: “By not listening you can become very frustrating to consumers.” – Section 2.2.3
Apologize: “Apologizing when things go wrong demonstrates that you care about consumers and their experiences.” – Section 2.2.4
"Be Memorable - For the Right Reasons." – Section 2.2.6
The Navigator manual can be found here.
Read more:
http://atr.org/navigators-warned-don...#ixzz2gU2kiJlJ