Learn and use customer names

Dale Carnegie once remarked that the sweetest sound to a person is the sound of his or her own name. Calling customers by name (and helping them learn yours) is a great way to establish rapport. 

Ways to learn names:

• Ask your customer directly

• Get their name from paperwork such as an invoice or workorder

• Read their name on a credit card or identification if you are a cashier

• Hotel associates often capture names from luggage tags or valet tickets

• Find their name in your customer service software system

First or last name?

I'm based in the United States, where customers generally prefer first names. However, that might not be the case where you live.

When in doubt, use their last name.

One trick is to introduce yourself and ask for their name. If they just give their first name, you can call them by their first name. If they give their first and last name, call them by their last name until they invite you to use their first name.

Bonus info: LinkedIn Learning subscribers can take names to the next level by adding in this bonus technique.