We've all heard the saying that "You never get a second chance to make a first impression." However, in the world of customer service it's often not about the first impression... it's about the second, a.k.a. the follow-up!
In customer service, we answer the phone and put on our "game day" voice, politely, cheerfully and respectfully, but if we can't fix their problem immediately on that first call, we choke!
We transfer customers, make them repeat their problems, promise calls back, but then never make them - forcing customers to call back and start the process over and over again—until their issue is finally resolved through their diligent efforts (not ours)... or they leave.
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