Newsletter No.6

I’LL CALL BACK!

How many of you and how many times, have heard this phrase? I’LL CALL BACK. How many of you are still waiting for that ‘call back’?

I remember calling my bank as I had not received my net banking password. Surprisingly they couldn’t find my request hence asked me to register once again. I did and waited for another 10 days. No news. Hence, I called again. The lady mercilessly put me on hold for 4 long minutes and then nonchalantly replied “The system is not reflecting your password status”. Suppressing my frustration I asked “When will I receive the password”. She said “I’ll check and call back”. This was almost a year ago and I still have not heard from her or the bank nor received my password. Though I lost all hopes and gave up, the story is vivid to keep repeating every time I hear the phrase ‘I’ll call back’

CALL BACK SYNDROME

‘I’ll call back’ is a statement that evokes contrasting emotions, casual to one but gospel to the other. While one takes it matter-of-factly, the other has all hopes pinned to it. A callback if valued, works wonders in delighting customers and otherwise turns criminal. A crime most of us are guilty of.

The quickest and convenient way to get rid of the customer is “I’ll check and call back”. It is handy when do not have the answer. And if he didn’t catch your name, good for you for he can’t trace you and will call again to clear his query with someone else. Why invite trouble? Why bell the cat? 

CALL BACK BUILDS TRUST

Every time you tell a customer you will check and call back, you put him at ease. He feels you are still interested in his business. He feels assured you will sort his problem. If you call back you have met his expectations and he feels relieved, for 2 reasons (1) you solved his problem (2) he can trust you to take care of his future needs.

CALL BACK BUILDS IMAGE

Image or reputation is built layer upon layer of meeting and exceeding expectations. Hence in the first instance it maybe ‘that’s the least they can do’. The second being ‘I am expecting a call back’. The third ‘I am sure they will call back’.  And then ‘they’ve never let me down’ …….. ‘I am rest assured they’ll keep me updated’. This goes on till you have customers eating out of your hand.

CALL BACK BUILDS BUSINESS

If you have committed to call back then do so. For, on the other end is someone who has taken your words literally and is waiting for your reply. You ought to take it equally seriously and revert to him. You let him down and he’ll surely narrate his experience every time your company is mentioned. It is natural. This has become such a loose statement and taken for granted that if a customer actually gets a call back he is surprised. When he gets a call back and his requirement taken care of he will go telling all of how efficient and customer focused you are. Either ways, it is word-of-mouth advertising where customers become walking talking billboards for your business. Use it to your advantage.

CALL BACK IS PROFESSIONAL

I recently called a multinational bank to convert my existing term deposit from 3months @ 5.5% to 9months at @ 6%. Amit at their call center was proactive in working the interest and explaining the process. He said I had to visit the branch to break the deposit and make a new deposit over the phone. He further offered to call back once the deposit was broken and help with the new deposit. And as promised he called after 48hrs to check on the new deposit.

Now here was an agent who called back and met my expectation, who enhanced the image of the bank, helped in business development and was professional in his service.

To satisfy customers it is said ‘do it right, the first time, every time’. But if ever you should check and call back, then you are asking for a second chance. Don’t let that slip?

Starting 2009 resolve to call back … as promised … surprise him, delight him and capture his business.

REMEMBER - IT IS ONLY DELIGHTED CUSTOMERS WHO CAN BEAT THE RECESSION

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?        POINT TO PONDER

-         What would be a customer’s opinion about you and your company when you do not call back as promised?

-         What effect would it have if you call back?

-         Can you get his business?

√   STEPS TO SATISFY

ü        When you commit to a customer take personal responsibility to fulfill it.

ü        Check and call back with solutions. Call back on time.

ü        Call back even if its status quo. Customers normally appreciate an honest response to devious excuses.