Avoiding the Run-around
Redirecting Customers Increases Frustration and Hurts your Business
Here’s a disturbing customer service trend I’ve noticed, 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,within 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.
Today’s chuckle:
A person who makes no mistakes, often ends-up making nothing.
Written By Jeff Mowatt (original content – not AI generated)
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Jeff Mowatt is a customer service & sales speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.