Every human contact is an opportunity to give the gift of positive feelings through the words you say. People can’t read your mind, but what you say can show that you care.
When you return to your bank, supermarket, retail store, or restaurant, how often does the employee remember you or call you by your name? Have the employees been trained to give that little extra effort to be personable with your customers? After your transaction is complete, does the employee call you by your name and thank you?
These are examples of positive communication. Without instructional training to teach these important basics, there is little chance your employees will consistently use these skills with your customers.