The Business Opportunities Blog shares some lessons about customer service learnt the hard way - lessons that those of us who work in customer service are all too familiar with - but yet we still refuse to do them.
For instance, lesson #3 is: “Every department is your department”. We all know what it feels like to be transferred from department to department…only to be accidentally cut off and have to call back! I can count on my fingers and toes (and then some!) how many times that has happened to me.
If a customer calls to ask a billing question, but you only answer “customer service” questions, (hmmm…isn’t a billing question part of customer service?) why not just put your customer on hold and call the billing department to get the information you need? Better yet, why not walk over to the billing department if it's close by? It doesn't hurt to get a little bit of exercise during work hours!
This is so right. It is also annoying if the customer has to repeat the same information after a hand-off.
There is research that indicates that actually customer satifaction drops off by 10% with each transfer.
Eric Fraterman
www.customerfocusconsult.com
Posted by: Eric Fraterman - Customer Focus Consultant | August 16, 2007 5:06 AM | Permalink to Comment