How to get your agents to make customers feel special – and reap the rewards

By Bob Davis

Recently I heard a story on NPR’s Morning Edition that made my day, because it validates my life’s work – teaching people the high value of taking a genuine interest in others.

My work and the endeavors of my contact center consulting, training and coaching firm revolve around an approach we developed called The Quality Conversation. I define The Quality Conversation as a meaningful and mutually rewarding dialog that occurs when a person takes and clearly conveys a genuine interest in another individual’s wants, interests, and needs. It goes beyond building rapport to make an emotional connection and establish real trust. Practicing The Quality Conversation with authenticity and proper skills shows others that you truly care and are genuinely interested in them.

A key part of The Quality Conversation and taking a genuine interest in others is discovery (asking questions), and that’s where the Morning Edition story comes in. It’s called “People Like People Who Ask Questions,” and it’s a perfect illustration of why and how organizations everywhere can get their agents to make customers feel special – and reap the rewards.

I invite everyone to listen to this great piece. It’s short, sweet and right on the money!

To learn more about the value of taking a genuine interest in others, asking questions and The Quality Conversation, please visit, and check out my book The Quality Conversation at