When Alexander Graham Bell invented the telephone, little did he realise the positive effect it would have on customer service or the negative effect it could also have!
Yes, the telephone can be a great tool in helping to provide exceptional customer service but it can also quickly destroy a customers perception of your service. What steps can you take to ensure that, whenever you or your staff use the phone, it adds something positive to the customer experience?
Here are some ideas.
Answer Promptly
Its an old tip but one usually ignored! You are sitting at your desk, deep in thought, writing your monthly report and the phone rings. Ill just finish this sentence quickly you say to yourself and before you know it, the phone has rung 10 times. The caller is unlikely to be in a good mood assuming he hasnt already hung up!
Just try and remember the last time you sat on a phone with it ringing and ringing. What pictures came into your mind while you were waiting? An image of the person you are trying to call sitting at his desk chatting or casually drinking a cup of coffee? Didnt get you in a good mood did it? So why put your customers...
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