RAO Design Group Inc

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Voicemail has been around for decades – and even longer in more primitive forms. Why not take advantage of it? Think of the time and money you spend making calls – or having someone else make them – hour after hour, day after day in the hopes of reaching a live customer. Sounds like a fruitless – or fishless – fishing expedition to me! Instead, why not spend a little time creating a friendly, helpful script for a message and then make your calls? But please, in your script and in your message, include complete information. “Hi, this is Joe from ABC Company. Please call me at 555-555-5555” doesn’t help your cause any. You’re just going to end up playing phone tag or annoying the customer with the lack of information. Instead, how about something like, “Hi, this is Joe from Joe’s Chimneysweeps. I see from our records that it’s been a year since we saw you last. Please give us a call at 555-555-5555 to schedule an appointment for your annual cleaning so that we can keep your family safe from chimney fires.” This reminds your customers that you have an existing relationship and that you’re calling to help them (not sell them).your customers by name? Typically by the end of the transaction you’ll have discovered the name – through looking up the account, writing the order, or processing the payment.

So what can you do to wow your customers? Why not ask your employees? I bet they have lots of ideas they’d like to share – and actions they may already be taking that you aren’t even aware of. As my mother says, “Many hands make light work.” Creating a spirit of partnership will extend to your customer relationships.

Customer service reps need to always be mindful that their primary role is to provide service to customers . In my South this means being empathetic and caring (and probably comes with a “bless your heart” and “honey” or two). It means telling customers how you will help them and giving them all the information they need to resolve their issues. It means forgetting about all the angry customers that came before and just focusing – 100% – on the customer in front of them.

I think this scenario should make us think beyond the training we provide our employees. It should make us think about the manners we’re teaching our children at home and the manners our teachers are reinforcing and even demanding of our children in school. Shouldn’t etiquette be instilled in our youth before they enter the workforce? Yup.

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