Customer Service. It’s Intuitive, Right?
Posted: Thursday, May 10, 2012
by Jennifer Desormiers
Customer Service? I’ve so got this. I have been a customer all my life, a discriminating customer! That cranky team at the doctor’s office, the representative from my cell phone provider (oh dear!)? Oh, and that new restaurant that opened down the road? Take me to somebody in charge…boy do I have some tips for all of them! It’s second nature, easy-peasy, child’s play.
Not so fast new PhonePRO gal. After joining the PhonePRO team a few months back, I attended a Customer ServicePRO training class taught by Desirae, one of our incredible Trainers. That’s when the wheels started to fall off of my ego train. First order of business in the class: proper greeting. Well, I’ll pay attention, but of course, I know a proper greeting. I’ve been in sales for years, much of it phone sales. What’s that? Wait, what did Desirae just say? Hold on, I need to take some notes.
And so it went through the training day chock full of new strategies that had me sitting up and paying attention. Everyone understands customer service is not rocket science, but clearly; it requires a well thought out plan and lots of practice to get it right. Why else would so many be struggling with this “basic” skill set?
Do you have everything figured out like I thought I did? I would love to hear about what strategies are working well for your team. Give me a call so I can show off that greeting……Good morning! PhonePRO. This is Jennifer!
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