"Customers are king" and so they say. It is probably true but it does not mean it gives the regular consumer the right to act like a king especially when s/he's out of place. But an irritated & irked customer can hurt your business especially when s/he knows how to blog! (The power of 'ink' now translated to power of the blog!) :)
As a consumer, I am reasonable. I appreciate good products & service and am willing to pay a premium for such. But I also speak my mind when I am not treated right.
TRC Customer Service Tip #1:
Do not answer the phone when a customer is right in front of you. The customer in front of you is more important than the phone.This is supposed to be common sense. Even if you're the telephone operator and it is your job to answer the phone, do not answer the phone when a customer is right in front of you especially when s/he is in the middle of talking to you. If you really have to, listen to the customer first and courteously excuse your self and say you need to answer the call. Do not just pick up the phone while the customer in front of you is talking especially when you're in the front line and answering the phone is the least of your job.
The sound of the ringing phone maybe is annoying or cannot be ignored, the reason why most people answer a ringing phone with urgency (even when driving!). But consider that the person in front of you went all his way, exerted time & effort to go to your office personally to deal with you & your company -- that is way more valuable than a person calling on the phone.
So the next time you're in a situation where a customer is in front of you and the phone is ringing at the same time, prioritise the customer in front of you. He is way more important than a ringing phone!
Watch out for more TRC Customer Service Tips!
Employees sometimes forget to “stand on the shoes of the customer” and unconsciously make the customer uneasy. If you would answer a phone call in front of a customer, this will show quickly portray an unprofessional image, and the impression will not only be given to the front liner but directly to the company. Front line employees should consider that all the time.
ReplyDeleteRuby Chelmsford