Can You Call Back? Customer Service Tip
My windshield wipers were stuck in the up position. I tried to have it fixed at one of those no-appointment-needed auto repair places, but they weren't able to fix it. Of course, even though it took one minute to diagnose that fact, I had to bring the car there twice, because they were busy the first time, and the no-appointment-needed place actually gave me an appointment for later in the day. I thought it was ironic they asked when would be convenient for me to bring it in, because I wanted to say 'Now. Now is convenient. That is why I am here.' But I didn't. I made the second twenty minute trek a few hours later, only to here that they couldn't fix it after all.
So, I lived with the problem a few more weeks before trying again. Last week I phoned another car repair business to find out if they did this type of work and make an appointment. I was told I could bring in my car the following day, but then I was told I should call back in twenty minutes to confirm it with the boss.
Both of these situations places the responsibility for follow-up with the client and are not atypical. Here's some additional examples:
- Message when the contact center has high call volume: 'Your call is important to us; please continue to hold' ... for 20 minutes or 'call back later'
- Message when the call is placed after-hours: 'Thank you for calling. Our hours are Monday - Friday 9am - 5pm ET. Please call between these hours.' Click
Improve your clients' experience by reviewing transactions from their perspective. Take a message, call the client, arrange for call overflow or take a moment to diagnose the issue - so the client is minimally inconvenienced. You'll have much happier clients, and chances are your business will improve as a result. Windshield wipers? All fixed. But I needed to follow-up with them at the end of the day in order to find that out.
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Posted by Susan Hoekstra at 4/26/2010 8:14 AM 
Categories: Customer Service Tips - competitive advantage
Tags: Good Customer Service Susan Hoekstra customer service tips customer service strategy The Service Journey Customer Service Bad Service Excellent Service Telephone Etiquette
Categories: Customer Service Tips - competitive advantage
Tags: Good Customer Service Susan Hoekstra customer service tips customer service strategy The Service Journey Customer Service Bad Service Excellent Service Telephone Etiquette
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