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How to Create Phone Rage or... Hey Boss Are You Hiding?

Guest post by: Sheryl Nicholson

Article Overview: Here's a great and interesting exercise on customer service. Try getting a hold of the owner, CEO, or "Boss of the Joint". I keep a list of those companies where employees can't even name who owns the company that writes their paycheck. I thought that was pretty amazing and the list is getting longer not shorter. My new interest - is asking for the boss' number. Recently with the WAMU and Chase merger I have had some questions regarding my mortgage. Steps taken... 1 I first called and asked my customer rep and was sent to a different department. 2. I've searched both corporate websites. 3. I've filled out comments forms and received the standard automated replies 4. I've done customer service surveys noting my dissatisfaction with their communication link never to hear any response back. 5. I've looked for a fax number on t

How to Create Phone Rage or... Hey Boss Are You Hiding?

Here's a great and interesting exercise on customer service. Try getting a hold of the owner, CEO, or "Boss of the Joint".

I keep a list of those companies where employees can't even name who owns the company that writes their paycheck. I thought that was pretty amazing and the list is getting longer not shorter.

My new interest - is asking for the boss' number. Recently with the WAMU and Chase merger I have had some questions regarding my mortgage. Steps taken...

1 I first called and asked my customer rep and was sent to a different department.

2. I've searched both corporate websites.

3. I've filled out comments forms and received the standard automated replies

4. I've done customer service surveys noting my dissatisfaction with their communication link never to hear any response back.

5. I've looked for a fax number on the internet and on their corporate sites so that I could fax their CEO .

6. And I have actually talked with 8 different department heads who have told me "We are not allowed to give out our corporate phone number to the bosses' office."

Now I have been doing business with this company for years and have a six figure loan with them and yet I cannot have the CEO's fax number, secretary's name or phone number? That seems ridiculous. Yet, I know you as the reader, have got similar stories. This is not the exception to the rule.

I know their golfing buddy has their number, their Rotary President, but not the one that pays their paycheck? But what if every customer wanted to talk to them?

Want some creative solutions?

Post the number and have human beings qualify the call to determine its priority with the owner. If not the President and CEO then have a Liaison that is empowered to listen and take action on behalf of the President or CEO

Give out an email address that can be read and filtered through - with follow-up to all emails so that every customer understands they will be heard.

Get a gripe to solution button so people can solve their own problem - voicing the concern and offering the solution wanted - then those solutions can be screened and approved and acted upon

I KNOW there are other solutions out there - NOT being available to accessible is not one of them.

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Article Tags: ceo, customer service, president



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How do i answer the phone? - I learned this technique from a successful businessman who earns over a million dollars a year. He just uses his name like this... Phone rings... " This is Dwayne..." It kind of throws people off who have a preplanned script and gets right into it. Phone rings... " This is Dwayne..." No Hello, no good morning/afternoon/evening Phone rings... "This is Dwayne..."
Re: Can you read body language and convert it into a sale? - I can definitely read their mood by how they speak on the phone. You can usually also tell by the way they respond to the things you are saying. Phone sales aren't as easy as when you see them in person, but I still believe their tone can tell a lot.
Re: Can you read body language and convert it into a sale? - [quote="mbrand2222":3738chdj]I can definitely read their mood by how they speak on the phone. You can usually also tell by the way they respond to the things you are saying. Phone sales aren't as easy as when you see them in person, but I still believe their tone can tell a lot.[/quote:3738chdj] Hi Mary, Would you have a specific example you could share with us on how you cab turn an unfriendly tone (from a client) into a positive one or even a sale?
Rich Schefren on Business Systems Video - Bigjim, 1. Create a systemized business 2. build accountability into your team 3. document your processes
Re: Getting Press Coverage - Thanks for those extra tips again Evan. Also don't forget the 'purple cow' theory. Create something truly awesome and unique and people will pay attention, including journalists. I have some off the wall stuff planned for 2010.


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