What is one way CSRs can personalize their interactions with customers?

Using the customer's name during the conversation is an effective way for Customer Service Representatives (CSRs) to personalize their interactions. This practice helps create a connection between the CSR and the customer, making the interaction feel more tailored and engaging. Addressing customers by their name demonstrates attentiveness and respect, which can enhance satisfaction and loyalty. Personalization in customer service can significantly impact the customer's experience, making them feel valued and recognized.

In contrast, avoiding formalities may not always lead to a personalized experience, as it can come off as too casual and may not suit every customer’s preferences. Sticking to a script can limit the ability of CSRs to engage in meaningful dialogue, as it reduces flexibility in addressing the specific needs and emotions of the customer. Limiting personal information sharing might provide a structured environment, but it does not contribute to personalization; instead, it can create distance between the CSR and the customer, potentially leading to a more transactional interaction rather than a relational one.