Avoiding the Run-around
Disturbing customer service trend I’ve noticed… worried about job security in this economy, employees are actually becoming less helpful when dealing with customer inquiries. When customers ask non-standard questions, some employees are so afraid of making mistakes that they seek the refuge of their job description; immediately redirecting the customer to other employees. In other words, they increase customer frustration then pass them to coworkers. When clients bring me in to enhance teamwork and customer service consistency, one of my themes is taking care of customers is everyone’s job. Even if you don’t know the answer you can likely find out faster in 5 minutes and return the call, than by sending the customer on a hunt. Plus, finding answers yourself improves your knowledge, job satisfaction and value you add. Today’s economy demands that each person step-up, rather than hide behind a job description.
Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com
Today’s chuckle:
A person who makes no mistakes, often ends-up making nothing.
Like to forward or reprint this tip?
We have some options to make this easier for you. Click here for a printer-friendly CDrom with all Jeff’s tips. Click here for Jeff’s book with 101 top tips. If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so providing you include the bio and contact information after each tip or article. Please also email a link to any tips or articles that you post on-line to [email protected].
Copyright © JC Mowatt Seminars Inc. All rights reserved.
Like to forward or reprint this tip?
Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates