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Powerful
Telephone Customer Service Experiences Begin with the Right Culture
 Does
every team member know your organization’s vision of what the
customer's telephone experience must be? Notice I say “must”
and not “should”.
Important questions for
you…
• Is that “vision”
fuzzy?
• Is that vision open
for negotiation?
• What happens if a team
member violates that vision?
Can you name the most important
customer service experience Touch Point in any organization?
Hint – It’s where the
most “traffic” goes…
Yep. You are correct. The
telephone is your most important customer service tool.
Through every telephone conversation
your customer has with one of your team members – they are forming
a “brand perception”.
Are you leaving your brand to
chance?
Another question. If the most important
customer service resource or focus point is the telephone, then why
do so few organizations really spend the time, energy, and resources
hiring the right people and setting the telephone customer service vision
or tone?
The real phone etiquette problem…
Average organizations are seeking a quick-fix telephone skills training
video or program to accommodate for the missing vision of why your organization
exists in the first place.
If you really want to “fix"
your phone customer service experience, you must get serious about it.
Following are steps on how to “get serious" about phone customer
service.
1. Decide.
Decide you aren’t going to accept mediocrity when it comes to
telephone customer service. Decide that you won’t allow people
to answer your phone who aren’t in alignment with your organization’s
vision of what the telephone customer experience must be.
2. Create a vision statement.
If you don’t have an easy to understand, gut-grabbing vision of
where you are going and if it isn’t simple enough for people to
“get” quickly – then stop your “bus” right
now and create a passionate vision statement.
3. Love
the one you are with. Help your team members see your vision
of your phone customer service experience. If you get blank stares or
“starry eyes” then take those people off the phones.
4. Life
is about energy. You either give it or you take it. If your
team members are taking it from customers through the telephone, put
an end to it. Your team members are there to give your customers energy
– so that they want to call back and continue doing business with
you.
5. Personal
Accountability. Get some now. You are in trouble if you are
hearing questions like, “Who dropped the ball? When is that department
going to do their job? When will that department communicate better?
We have a Personal
Accountability learning program that will dramatically improve your
phone customer service experience by improving the way team members
communicate.
We are here to serve!
Call us with your questions…
or click the button below to fill out our online information request
form
Maximize Possibility.
 
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