The Importance of Customer Service, Part 3: Over the Phone
Similar to face-to-face customer service, the customer service that is given over the phone is a chance to attach some real humanity to a business. It is an opportunity to reassure the customer that the business is run by actual human beings, not robots or computers. And chances are, the customer is hoping that it is run by nice, pleasant human beings, who genuinely care about their questions and concerns. But unfortunately, we have all dealt with the disgruntled, unhelpful person on the other end of the line who acts like we are ruining their day by making them pick up the phone. And no one likes that. It leaves a nasty taste in our mouth that, guess what–we connect to the business.
There are most likely two categories of people who would be calling a business to ask a question or voice a concern. First, there are existing customers. And second, there are potential customers. The way that the phone conversation goes can have a different, but equally important, effect on both of these groups. If the conversation is a good one, then the existing customers feel good about the fact that they are using that business, and want to continue doing so. The potential customers begin to think very seriously about working with that business, even if they weren’t before having the conversation. But if the conversation does not go well, the existing customer might begin to question whether or not they should be working with the business, rather than going elsewhere, and the potential customer dismisses the business altogether and moves on.
Phone conversations might only take a minute or so, but they can definitely have a major impact on customers depending on how they are handled. They are a quick and easy way to make customers feel valued and appreciated, which should not be taken lightly.
The customer is taking time out of their day to get in touch with your business! Pick up your phone and BE NICE! You won’t regret it.