What CAN you do?
The CAO of a municipality where I was delivering my Trusted Advisor seminars exclaimed, “Customer service isn’t rocket science. We just need employees to focus less on what they can’t do for customers, and more on what they can do.” Sounds simple doesn’t it? Yet one of the most common frustrations for customers phoning in with a concern is getting the runaround. An employee transfers them to someone who isn’t in, or to the wrong person. Unless the caller asks to speak to a specific person, then before transferring the caller, check to ensure it is indeed the correct person, and he or she is actually available. Five minutes of your time can save hours of a customer waiting and becoming increasingly frustrated. It’s the difference between employees who think their job is transferring calls, versus those who understand what their job really is – taking care of customers.
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