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Informative Articles

Can Point of Sales Systems Really Enhance My Customer's Visit?
You may assume that your guest's experience at your restaurant may be enhanced by a point of sale system. Maybe you had not even though of it. However, the fact is that a good point of sale system can benefit the experience of your guests. So...
How Merchant Accounts Can Save You Money
We all know that accepting credit cards is the key to online sales. Unfortunately, most merchants are unaware that acquiring a merchant account can actually save them money. And in many cases, big money! For this experiment, we will use a...
If You Can’t See It, They Won’t Do It
Recently, while developing a customer service program, I asked my client to provide me with detailed descriptions of behaviors he wanted his team members to engage in. He called me back a short time later and told me that his department heads...
Inoculate Yourself Against Bad PR
What is bad PR? Well, if you’re a business, non-profit or association manager, bad PR does nothing positive about the behaviors of those important outside audiences of yours that most affect your operation. It fails to create external...
Top Ten Things Customers Don�t Want To Hear�And What To Say Instead
Think back to recent conversations you had while you were shopping. Unfortunately, chances are very good that sales people who talked with you about their product or service used language that either surprised you, bothered you slightly, or...
 
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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