I visited the Two Maids Blog today where I came upon this article that talks about customer service in an emergency situation - which was written by Nick Rice (one of my weekly blog reads!) Nick advises:
“If you provide emergency services you need to realize what your customers are going through when they call you. Even though you may deal with these situations all of the time, we do not. It is your responsibility to ensure that I understand what’s going on, how you can help, and how quickly you can help. And if you cannot provide the service I need, point me in the right direction. This is not the same as buying clothes at your favorite retailer. They have their own customer service challenges, but you need to be on an entirely different level.”
When dealing with emergency situations I think it’s important to be able to react quickly and calm down your customers. Many people will call in a frantic state which can lead to miscommunication. Assure your customer that you’ll “take care of them”...
Back to Two Maids Blog... I like this post: At Least We Say Hello
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