This week on our Friends on Friday guest blog post, my colleague Lisa Ford writes about what the customer hears when they pick up the phone to call a company. I love her suggestions and I think you will too! – Shep Hyken When customers call a company, they deserve the best treatment. However, many organizations continue to […]
This week on our Friends on Friday guest blog post, my colleague Lisa Ford writes about what the customer hears when they pick up the phone to call a company. I love her suggestions and I think you will too! – Shep Hyken
When customers call a company, they deserve the best treatment. However, many organizations continue to abuse their customers with poorly thought out phone handling. The guilty companies range from the largest to the smallest. The reality is many of those companies do not want the calls. They desire that the customer checks the website first before engaging in live chat or communicating via social media. Most customers have tried one of those options and as a last resort, pick up the phone. So when the experience is daunting, customers get even more frustrated.
It is time to do a review of what customers go through when calling. I recommend a small team, including a director level person, to check your roadblocks and make the needed changes.
Customers will love you when you hire smarter, train well and coach often. Your team will love working for you and in an empowered environment. You will get loyalty from customers and employees. Your phone handling is part of the customer experience. If the customer has to call you, give them what they deserve – easy to access real people with real answers.
Lisa Ford is the author of best selling training series, How to Give Exceptional Customer Service. She is a speaker and an author who helps companies create customer-focused cultures.
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