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Fire Your Customers
It's time to thin the ranks and fire some customers. That's right, can 'em, send them packing and tell them their business isn't welcome here anymore. Sound crazy? It's crazy if you don't! Why would anyone fire a customer? Simple. It's costing you...
Pay Attention To Your Customers!
A lot has been written about what makes a good salesperson. Education, experience, training, and even a certain inborn "killer instinct" have all been mentioned as necessary qualities to be good at sales. From my experience, however, the best...
Seven Ways to Make Your Customers Feel Important
Two important pre-reading notes: Before you chose to read or not read this article, let make two things clear. Everyone has Customers. Even if you work in an internal staff department in a large firm, you have Customers. They are the people you...
Ten Customer Service Secrets to Win Back Customers
Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch. Sure enough a group of...
The Branded Customer Experience – We never say no
Colin Shaw urges you to ensure that your branding and marketing activities are aligned with your Customer experience I work with a client in the North of England. Whenever I visit them I always stay at the same hotel. At this hotel...
 
Keeping the Human Element in Customer Service

There is little in life that makes consumers more perturbed at a business than improper or insufficient phone etiquette. In the business world, there is no excuse for unprofessional behavior when speaking with customers and clients over the telephone. Unfortunately, I'm referring to much more than just incompetance, rudeness or poor grammar. It seems that today's customer service representatives are becoming more and more inhuman with each passing year. Perhaps the sheer volume of calls that employees are expected to field has made the robotic and monotinous tones that make me cringe ever more noticeable. Personally, if I am going to be read a script, I would almost prefer an automated voice so that I don't have to suffer through the lacksadaisical and condescending tone of voice that I have now become accustomed to, much to my chagrin. I wonder what has happened to the human element in conducting business. Don't corporations realize that customer service is not a forced option, but instead an opportunity to present their business to the world? One can easily distinguish the difference between a call made to a business for the purpose of buying a product and a call made to a business for the purpose of receiving help


or information. When there is money you want to spend on the line, you can count on a friendly encounter. When it's a call made over services already rendered or money you owe, it is as though you are now a second class consumer. Some businesses have now taken to requiring their employess to ask you if they have sufficiently served your needs after each phone call. By doing so, they are attempting to limit their goodwill liability. I find it sad that we have become a nation where technicalities have replaced common sense and proper etiquette. If companies would simply give their employess the resources and time to follow the golden rule when it comes to human interaction, consumers and businesses alike would reap the benefits. I know that, personally, I am more than willing to forgive a billing, shipping, or other type of error if am simply treated with a modicum of respect.

About the author:



Click for more information about small business phone systems, telephones, phone equipment and more visit http://www.ineedtelephones.com Read more articles on phone systems and phones in the work place


 

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