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COMMUNICATION
GIVE IT THE HUMAN TOUCH
Telephone
communication is as exhaustive as direct service to a customer.
Barring visual communication, all aspects of service are applicable
here.
ON
TIME PERFORMANCE - CALL THE CUSTOMER ANYWAY
If
you have committed to the customer that you will call back with
replies to his queries then do so at any cost. Call him even if you do
not have anything concrete or positive. Even if things are at status
quo let the customer know it. If you have told him that you would call
him by 1100hrs then do so by 1100hrs. The logic here is very simple.
The customer has called you, as he needs to get something from you.
You have promised to call him back. He is hence waiting for your call.
By calling him in time and not keeping him waiting only goes to shows
how important the customer is to you. Even if your reply is not
affirmative get back to the customer and get it over with. Sooner the
better. Customers respect honesty and forthrightness.
ATTITUDE
Just
as the customer cannot see you, you cannot see the customer. The only
difference in this scenario is that while you have to go out of your
way to communicate effectively, he need not put in the same effort. He
has to put his problem in the best way he knows. It is our duty to
elicit enough information to help serve him better. His concept of
directions could be totally different from what you visualize. His
explanation of the product, color, specification or size would be, as
he perceives it. What is gray to him could be metallic silver to you.
Red means crimson. Jumbo to him is medium to you. It is our duty to
exhibit patience and manage the call such as to understand his requirements, seek
clarifications if necessary, repeat it to him so that he understands
what he is going to get is what he asked for, and then render service
and solutions.
While
closing a call make sure that your customer disconnects before you do.
Contrary is impolite.
MAY
I PLEASE SPEAK TO A HUMAN BEING
Jim
called Round the Clock technology consultants to enquire about
their working hours.
The
call is answered in the first ring
Thank
you for calling Round the Clock technology consultants.
If
you know the number of the person you wish to speak to please dial now
or dial 1 for showroom sales, 2 for sales support, 3 for service, 4
for administration, 5 for accounts
1 (as his finger was on that button)
Please
dial 1 for Information Technology, 2 for Wireless systems, 3 for
Design solutions, 4 for
2
(which happens to be his date of birth)
Please
dial 1 for Tim, 2 for Barry, 3 for Jane, 4 for Roy
4
rings
thrice
You
have reached the voice mail of Roy. I am sorry I am unable to take
your call. Please leave your name, telephone number and a brief
message after the beep or you could dial 0 to go back to the
previous menu.
0
Please
dial 1 for Tim, 2 for Barry, 3 for Jane, 4 for Roy
Jim
thinks isnt there a human being I can speak to, just to know
their working hours
Out
of sheer frustration Jim hangs up and tries another consultant.
Organizations
delirious with technology often tend to replace machine to man. While
this might seem impressive, they fail to realize that a machine can
never service a customer with the human touch. After all, the customer
is also a human being. Someone, who can think, feel and act.
Give
him the due importance, have a smile and pay attention to his call.
Sound efficient and interested. Be polite and help him with his needs.
Remember it is all about WHAT
you say and HOW you say it.
After all his satisfaction is our business.
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