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Customer Service Consistency
| Guest post by: Manny Nowak |
Article Overview: Do you have it in your organization – or do you just think you do? Does everyone answer the phone – the right way? You might and should have a written policy. But if it is not followed – how good is it?
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Free Download - If You Persist, You will Prevail By Manny Nowak |
Customer Service Consistency
Do you have it in your organization –
or do you just think you do?
Does everyone answer the phone – the
right way?
You might and should have a written
policy.
But if it is not followed – how good
is it?
Does everyone in your organization know
it, follow it, live it?
Do they understand it?
Do they understand what you expect?
If not, you could be on your way to
some problems.
I was meeting with an organization the
other day.
I just listened as the phone was
answered, a very simple piece of customer service.
Most people don't even know or believe
it is customer service.
But trust me, the way you answer the
phone, specially if I have never called there before, might be the
difference between a new customer and a hang up.
So first I listened to what should have
been the normal answering to a phone call.
Hello – this is NA, Inc. Thank you
for calling us, how can I be of service to you today?
Nice, I liked it.
It told the people they had the right
place.
It thanked them for calling – even
before anything else.
And it laid out there the ground work
for the next step – how can I be of service.
Nice touch I told them.
This is what everyone in the
organization should have been saying, but as you learn from the
following, they were not.
Instead, here is what you heard when
you called and others answered.
Hello – how can I help you.
Joe.
Mary.
Yea.
NA, Inc.
What can I help you with today?
And a few more – some not even this
good.
Well – is it a big deal or not?
I can tell you this, you better take
some time and see how your phone is being answered.
If you are the caller – what would
you think?
If you are calling for the first time,
looking for help – what would you think?
The real issue is that most of the
time, the problem is not the people working for you. For some reason
we think everyone knows how to answer the phone – most people do
not. They never were trained in how they should do it. Further, no
one ever called them on it for the way they were doing it. So things
just go on.
Today's simple rule: Define, train and
enforce how your phone is to be answered. Every time, by every one.
It is a big deal. Just think of how many potential customers may
never have gotten to you or your team?
This is an easy one to fix, but the
payback can be huge. I love to call my customers and my prospects
just to see how the phone is answered? How is your team doing?
Note: Those of you who are solo
entrepreneurs, the only one in your business – this applies to you
just as much. How are you answering your phone? Difference between
deal and no deal!
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Article Tags: answering the phone, customer, customer service, great customer service
|
About the Author: Manny Nowak RSS for Manny's articles - Visit Manny's website Click here to visit Manny's website   How to Network Successfully |
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