By James A. Baker · Founder, Baker Communications
In practical terms, this means regularly asking yourself, “Is this the way I would like for my concerns to be handled when I call customer service?” Here are some guidelines to help make sure the answer to that question is always, “Yes!”
First of all, take advantage of every opportunity to genuinely appreciate your customers. Go out of your way to let them know you value them and respect them. After all, they could do business with your competitors, but they chose you! In every interaction you have with your customers, they should be able to see, hear and sense that they are important to you. This begins with basic telephone etiquette like always speaking with a positive, friendly, respectful tone of voice. If you must put the customer on hold, always ask their permission first and explain the reason for doing so. Also, don’t leave them on hold for more than two minutes without coming back on the line and explaining the reason for the delay. When you do return to the line, always apologize for leaving them on hold, no matter how long or short their wait was.
