I was on the phone the other day trying to get to customer support for an issue I was having with a product that I own. It seemed like forever to actually get through to a real live human being, and when I did, I think I landed the person who must have started with the company about twenty minutes before they took my call. 
It seemed after every question I asked they had to put me on hold to go ask someone else. I really should have just said can you just put someone else on the phone? I think it would have saved both of us and the person she kept bugging to get answers, a lot of time and frustration.
In the end I was able to get my issue resolved, so the end result makes it well worth the aggravation…I think.
I do not know how you think, but for me, when I call in to get assistance on something, nothing is more frustrating then either one, not talking to a live person, two, constantly getting someone's voice mail, or three, getting a person who really isn't ready to talk to live people on the phone.
Does your business handle phone calls from the outside world? Either for help desk or customer support? If you do then you really should have your people prepared. In the case above the person I talked to clearly wasn't educated on the topics I needed covered and therefore cost people involved a lot of time. The best thing would have been to transfer the call to a more knowledgeable staff member and then have her listen in to learn how to handle the situation.
If you have employees who talk to customers over the phone, they really are your first line of good customer service. You always want people to leave a phone conversation more pleasant then when they called. If they are calling customer support, then chances are they are already aggravated by something that your company sells, services or supplies. Your customer support personnel should be well trained to be sympathetic to their needs and even though they might not be able to help them, have the ability to make them turn 180 degrees to feeling good about the progress and potential results of their phone call.
So many times I personally have encountered, whether it is over the phone and even in person, customer service just not caring about the needs of the customer. There is nothing more frustrating then trying to get help on an issue, only to experience that you leave more angry then when you started because the person you were working with just doesn't care.
Do your company, employees and your customers a favor, and spend the time to train your employees on good quality customer service. Let them know that customers, regardless of how irate they might be, should be treated with respect and dignity. You could even make a contest out of it as to see which one of your employees has the highest rate of customer service satisfaction.
Whatever method you choose to bolster your customer service department it should ultimately in the end yield happy customers.
By: Bruce A. Tucker
About the Author:
Mr. Tucker is the Associate Director of http://www.Indocquent.com, an online advertising and social network medium where you can promote your business, products or services without pay-per-click prices or auction fees.
Published By: Indocquent.com- An online resource where you can promote your business, products and services around the world.
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