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As important as the product or service itself A customer service quiz for you Being an unofficial mystery shopper Finding ways to delight your customers A process for keeping it going The role of management in customer service
An idea for how to deal with bad service
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*** Giving your name *** When you answer the phone you should give your name: first, second or both names, whichever you feel most comfortable with. I know it may feel a bit odd (but only to start with) and take a bit longer, but here are the reasons why it's worth doing: It feels more personal for the customer (and remember that even internal people are your customers) It's a guarantee of quality: if you're prepared to put your name to the service you are about to give it must be good (how do you feel when you phone a large company and you get someone saying '..... yes?' Well then!) It shows pride in your work It gives a professional image If they know you they'll know for sure that it's you. Otherwise you get 'That's Chris isn't it? Is it? Yes, I knew it was! Oh sorry, I thought you were Chris!' etc They can request the same person as last time. You may not want them to ask for you personally by name, but it's much better for them to have a human point of contact They can tell your boss how good you are. Yes! This could happen! That's it... only a short one this time. But important. visit www.free-management-tips.co.uk and have tips like this one sent to you free by email once a month - they never repeat!
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