Tuesday, February 28, 2006

Customer Service: Don't Just Apologize, Offer Something

Notice what this excerpt from a CareerJournal article on customer service doesn't say:

While observing the employees at work over several weeks, they noted that about 10% of the team didn't follow scripts but resolved many problems in one call, sometimes selling customers a new service as well. These customer reps were able to use their knowledge of the company's products and listening skills to find solutions.

Average performers "apologized a lot to customers about what they couldn't do, while the high performers always offered something," Ms. Grayson adds. When scheduling a repair person to make a house call, for instance, the high performers would say, "I can't get you anyone on Friday, but I'm making this appointment for Monday -- and meanwhile I'll put you on a waiting list for Friday, so give me a cellphone number where you can be reached if something opens up."

It doesn't say: We'll be there between 8 a.m. and 7 p.m. so just hang around until someone appears.

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