I don't specifically speak on customer service, (although it is part of any company's sales effort), but maybe I should. As we all know all too well, many businesses have substituted automated telephone answering systems for living and breathing people. I recently called a local television station to speak with a sales representative, and of course the call was answered by an automated system. I could dial the extension of the person I was calling, or I could search the directory by spelling their name (didn't say if I had to spell their first name, last name, middle name, maiden name or stage name) or I could wait on the line and an "operator" would answer my call. I waited, and I waited and I waited. Finally a message came on telling me that the "operator was unavailable" and I should leave a message.
I couldn't take it anymore, so I hung up. Later in the day I tried again, and after another trip through telephone hell I did get through to a receptionist. I asked for the person that I wanted to talk with, and her immediate response was, "Oh, they don't work in this office. I can't transfer you but here's the number where you can reach them."
I didn't say anything, but just quietly wrote down the number and placed my call. I finally got through to that person, but it took the better part of a day to do it. What a great way to build your business and welcome customers!
How I Navigated Through Telephone Hell - To learn more about this author, visit Don Zihlman's Website.
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Don Zihlman
(Visit Don's Website)
Don works with individuals and businesses
that want to increase sales and grow
revenue. He learned sales “on the
street”, and through his StreetSmart
Sellingtm sales training program ( www.str
eetsmartselling.com ) he takes his
experience and turns it into practical
ideas on sales and marketing. For over
the past 30 years Don has been a
consistent top-billing radio advertising
rep, a radio sales manager, and for over
15 years, president of his own marketing
and advertising agency.
Today, He consults a variety of businesses
on matters of marketing, advertising and
sales. Now he takes this experience and
translates it into an effective program of
sales training for those who meet with
clients on a direct face-to-face basis.
Don is a member of the National Speakers
Association, and the Maine Association of
Professional Consultants. He can be
reached at 1-877-DON-ZIHLMAN or d
on@streetsmartselling.com
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