Most customers/clients don’t call your or my businesses just to chat, or even to tell us how great of a job we’re doing. In just about every case, the person calling has some sort of a problem that needs to be fixed:
You get the idea – these are the types of things that happen to ALL of us at any given point in time. In fact, because these are universal experiences, shouldn’t we expect the person answering the phone to understand our situation and be compassionate? It makes sense – they should! But unfortunately, most times that just doesn’t happen! In most cases, the customer service provided by businesses (small and large) is simply abhorrent!! When you call with a crisis (and the fact that the caller perceives it as a crisis means it is) the last thing you want to hear is:
WHAT’S THE ANSWER?
It really isn’t that hard! Train your staff to put themselves in the callers shoes. Try to understand what they are going through and allow your own human-ness to be on display. (And yes, that can be difficult after you’ve had your 8th call in the past two hours, but it’s critical!!). Here are some principles to help you provide the level of customer service that our grandparents used to expect:
The moral of this little story: NEVER MISS A CHANCE TO EXCEED EXPECTATIONS! If you follow these principles with EVERY customer interaction, you’ll almost have no choice but to succeed!!
I hope you found these insights as interesting as I have!
To Your Success,