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It should still be on Hold!……………………..

 

 

 

 

 

Customer Service Story

I worked in Customer Service with Corporate America for 22 years. When employees that serve the public are rude to it’s customers, a negative response is inevitable.

Recently I courtesy called a local auto parts store to let them know a part ordered couldn’t be picked up until the next morning. I Stated my name and the type of part. When I took a breath, the voice on the other end jumped in and talked as fast as one of those auctioneers. He said  “*%*)))))$#$!!!!”.
What? I said? He repeated in the same quick monotone.  Finally I understood the second time.  The clerk said “It should still be on hold.”
I paused a moment and said, “Ok Thank you. “No problem” the voice said on the other end and hung up.  I told my husband. “He didn’t care whether I called or not!”. Hubby said, “See, I told ya!”. Then Cindy said “He really meant to say, Why did you call and bother me anyway, just pick it up tomorrow!” I thought about the entire exchange and what would be the best way to handle a situation like this if I was the Clerk at the parts store. Here’s a win-win solution:

1) Caller: Hi my name is ____________ and ordered a part I can’t pick up today, but plan to pick it up tomorrow.
2) Clerk: Ok _________ can you hold and let me call up your order?
3) Caller: Yes
4) Clerk: (says your name) thank you for holding, I’m confirming your part is on hold ready for pick up. Let me document your ETA (Estimated time of arrival).
Thank you for calling; we look forward to seeing you tomorrow.
3) Caller: Thank You

Now that’s the kind of respect and response to warrant return customers.

Do you know the six words customers LOVE to hear? WHAT CAN I DO TO HELP.
Try these 6 words tomorrow and be the leader you were gifted to BE!
Cindy

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