Everyone has worked in a position where you have to take phone calls. I do that. I do that, and I get irritated because there are a few items of interest to note here. Why do I say so? Because it is distracting from my whole day, distracting from all the things I must accomplish, and really wastes some time.
Being that I need to post this, I need to point out that there is the Better Business Bureau for customers to call in on bad businesses--unfortunately, customers call the BBB even when the business is good and the customer is bad, but they have to blame someone. But, there is not a BCB: Better Customer Bureau. If there were, I know I would have some folks' names on that list so businesses would know in advance who NOT to work with. Why? Because the customer is NOT always right, and this is from a fella who has won many customer service awards over the years.
So, what? Well, I hope that this can serve as a start for the BCB.
What does it mean to conduct good business as a Better Customer? To get that A+ rating? Well, let's begin with initial contact: The Phone Call.
I work with an online company and so do not need a dissertation about where you found my number:
"I found you while looking on the internets." THE internets! Not just any, singular internet.
"I was looking in your online website." I guess you were looking in my online website on the internets. If you're looking 'at' my website, I'm certain it must have been online and via the internet.
If you can tell me it was through word of mouth or a mailer, then I want to know all about it. Who told you? When did you get the mailer? Did someone I helped before give you information, or did someone who knew your need offer you the mailer they were sent?
But, thankfully, you DID find me and now I'm happy to help. But, you found the website and apparently didn't read a single lick of it.
Caller: "I'm looking at Product A, and wonder how much it is?"
Me: You're looking at it online, right now?
Caller: "Yup, right there on my computer internet."
Me: Do you see that price to the right of the name of Product A?
Caller: "Yup."
Me: That's the price. $1070.
That's right. The website you are looking at usually has all the answers, and even more under their FAQ's, which is for their Frequently Asked Questions. Which, by the way, the answer to "What all do I get for that price?" is also listed just below the price. Right there. On your computer internet.
Reminds me of a few customers from my insurance sales days:
Caller: "How much is my bill this mont'?"
Me: "$1578."
Caller: "Yup, yeah, that's whut it says right here on my bill."
Honest to God phone call there. Have you rolled your eyes yet? If not, read on.
So, keep in mind a personal fact about yourself: Accent. If you are used to people asking you over and over again, "Can you please repeat that?" Then, it is likely you have a thick accent and are hard to hear. Especially on the phone. When I don't understand that you have said B/P/T/D/V or S/F or C/Z, don't get mad at me. If I don't understand your name because you said it faster than a New York second, don't get mad at me. If you have a very uncommon name and I cannot understand that, don't get mad at me. You called to talk to someone who is willing to help: SLOW DOWN. That clears up a lot of issues with accent, with spelling, with understanding the name you are saying. Because you are used to hearing how you sound does not mean other folks are used to hearing how you sound.
Which brings up another point: Hearing how you sound. You are important, indeed; but, you are NEVER so important that you must use a speaker phone for all your conversations! I can't say how many times I speak to the same person over and over again and they are on the speaker phone. Pick up the receiver and talk to me. Because, even if you don't have an accent, your voice is going to be harder to hear than it would be if you picked up the danged receiver!
And speaking of speaker phones, turn off background noise or ask people to shut up. TV, Radio, and people drown you out when you call, speaker phone or not. I cannot hear you, and I cannot help you if I don't know what you're saying. That takes time out of our call together if I have to ask you to repeat yourself. And when I do, don't get mad at me.
If you are on your land-line and not your cellphone, but your cellphone rings, do us both a favor: Don't answer the cellphone! I then have to wait while you talk about what you're having for dinner. Now, I'm patient about such things if it has to do with someone's health or pet or kids; but, when I'm trying to work and I hear, "I think mac-n-cheese with some ham in it will be good," I swear I want to hang up on you.
When you call a company for questions, by the way, expect to get answers. Plan ahead and have pencil and paper on hand to write down the details of which you are given. I spend too much time on a phone call answering the same questions OVER and OVER again because you aren't writing down information and you're calling all the details back to me incorrectly. Also, if someone else needs to know the information: Write down the details--do NOT put them on the phone to ask the same questions you just asked to which I have to answer the same replies again.
And speaking of helping: You called me for help. I am here to help. I am glad and happy to help. Did you know that if you ask a question, I want to answer it; but, I cannot if you continue to barrage me with questions? Let me help you. Don't lead the conversation! This which I do, that you are calling me because I do it, is something I know. You do not. Do not lead the conversation and put words in my mouth that come out of your head that you will remember later because most of what I have to say is consistent for every customer, and that never changes. If I tell you "approximately 6 to 8 weeks," don't come back to me saying I said 4 weeks--that is a time-schedule that NEVER changes, not for you. And, by the way, all of that is written on the website so you can't say I said it differently than what is already published.
Now, the website has an online ordering system if you choose to take that route, or I can take the order by phone. If you want to do the online ordering, do that at home at your leisure and that's fine. I do not need to be on the phone during the whole 20 minutes in which you are deciding details and typing. By this time, you should have already searched information on the internets and our online website pages to figure out what you want and need. Of course, I keep offering to take the details by phone since you have me on the line, but I keep getting denied that opportunity to speed things along because you feel the need to keep someone on the line while you poke your way through the website ordering system. PLEASE let me help you better and let me take the order on the phone. I promise it will be faster and I can submit the order for you and take care of everything.
So, let's say you called and couldn't reach me. You'll hear my voice message say, "...so please leave your name, number, and a brief message..." And the keyword here is what? BRIEF! For example:
"Hi, this is Kevin Williams, my number is 888 257 3130, and I would like to know if Product A can include a third emblem?" See what I did there? Brief. Not a dissertation of my call saying how I found your company on the online website internets. Don't take 3 minutes to leave a voice message, and don't spill over the numbers in your contact information that I have to hit replay over and over to hear it. 1234567890 is not the same as 123-456-7890, dig?
Never forget that you know your name. Speak it clearly and leave a space between your first name and last name so Roberto Gagnon doesn't sound like Robberlownone.
I think this is a good start to earning your A+ rating on the BCB, folks. Learning how to conduct business by the telephone is a good thing. It doesn't take much more than common sense to know what to do to take care of business and let me help you properly. It's pretty simple stuff.
Being that I need to post this, I need to point out that there is the Better Business Bureau for customers to call in on bad businesses--unfortunately, customers call the BBB even when the business is good and the customer is bad, but they have to blame someone. But, there is not a BCB: Better Customer Bureau. If there were, I know I would have some folks' names on that list so businesses would know in advance who NOT to work with. Why? Because the customer is NOT always right, and this is from a fella who has won many customer service awards over the years.
So, what? Well, I hope that this can serve as a start for the BCB.
What does it mean to conduct good business as a Better Customer? To get that A+ rating? Well, let's begin with initial contact: The Phone Call.
I work with an online company and so do not need a dissertation about where you found my number:
"I found you while looking on the internets." THE internets! Not just any, singular internet.
"I was looking in your online website." I guess you were looking in my online website on the internets. If you're looking 'at' my website, I'm certain it must have been online and via the internet.
If you can tell me it was through word of mouth or a mailer, then I want to know all about it. Who told you? When did you get the mailer? Did someone I helped before give you information, or did someone who knew your need offer you the mailer they were sent?
But, thankfully, you DID find me and now I'm happy to help. But, you found the website and apparently didn't read a single lick of it.
Caller: "I'm looking at Product A, and wonder how much it is?"
Me: You're looking at it online, right now?
Caller: "Yup, right there on my computer internet."
Me: Do you see that price to the right of the name of Product A?
Caller: "Yup."
Me: That's the price. $1070.
That's right. The website you are looking at usually has all the answers, and even more under their FAQ's, which is for their Frequently Asked Questions. Which, by the way, the answer to "What all do I get for that price?" is also listed just below the price. Right there. On your computer internet.
Reminds me of a few customers from my insurance sales days:
Caller: "How much is my bill this mont'?"
Me: "$1578."
Caller: "Yup, yeah, that's whut it says right here on my bill."
Honest to God phone call there. Have you rolled your eyes yet? If not, read on.
So, keep in mind a personal fact about yourself: Accent. If you are used to people asking you over and over again, "Can you please repeat that?" Then, it is likely you have a thick accent and are hard to hear. Especially on the phone. When I don't understand that you have said B/P/T/D/V or S/F or C/Z, don't get mad at me. If I don't understand your name because you said it faster than a New York second, don't get mad at me. If you have a very uncommon name and I cannot understand that, don't get mad at me. You called to talk to someone who is willing to help: SLOW DOWN. That clears up a lot of issues with accent, with spelling, with understanding the name you are saying. Because you are used to hearing how you sound does not mean other folks are used to hearing how you sound.
Which brings up another point: Hearing how you sound. You are important, indeed; but, you are NEVER so important that you must use a speaker phone for all your conversations! I can't say how many times I speak to the same person over and over again and they are on the speaker phone. Pick up the receiver and talk to me. Because, even if you don't have an accent, your voice is going to be harder to hear than it would be if you picked up the danged receiver!
And speaking of speaker phones, turn off background noise or ask people to shut up. TV, Radio, and people drown you out when you call, speaker phone or not. I cannot hear you, and I cannot help you if I don't know what you're saying. That takes time out of our call together if I have to ask you to repeat yourself. And when I do, don't get mad at me.
If you are on your land-line and not your cellphone, but your cellphone rings, do us both a favor: Don't answer the cellphone! I then have to wait while you talk about what you're having for dinner. Now, I'm patient about such things if it has to do with someone's health or pet or kids; but, when I'm trying to work and I hear, "I think mac-n-cheese with some ham in it will be good," I swear I want to hang up on you.
When you call a company for questions, by the way, expect to get answers. Plan ahead and have pencil and paper on hand to write down the details of which you are given. I spend too much time on a phone call answering the same questions OVER and OVER again because you aren't writing down information and you're calling all the details back to me incorrectly. Also, if someone else needs to know the information: Write down the details--do NOT put them on the phone to ask the same questions you just asked to which I have to answer the same replies again.
And speaking of helping: You called me for help. I am here to help. I am glad and happy to help. Did you know that if you ask a question, I want to answer it; but, I cannot if you continue to barrage me with questions? Let me help you. Don't lead the conversation! This which I do, that you are calling me because I do it, is something I know. You do not. Do not lead the conversation and put words in my mouth that come out of your head that you will remember later because most of what I have to say is consistent for every customer, and that never changes. If I tell you "approximately 6 to 8 weeks," don't come back to me saying I said 4 weeks--that is a time-schedule that NEVER changes, not for you. And, by the way, all of that is written on the website so you can't say I said it differently than what is already published.
Now, the website has an online ordering system if you choose to take that route, or I can take the order by phone. If you want to do the online ordering, do that at home at your leisure and that's fine. I do not need to be on the phone during the whole 20 minutes in which you are deciding details and typing. By this time, you should have already searched information on the internets and our online website pages to figure out what you want and need. Of course, I keep offering to take the details by phone since you have me on the line, but I keep getting denied that opportunity to speed things along because you feel the need to keep someone on the line while you poke your way through the website ordering system. PLEASE let me help you better and let me take the order on the phone. I promise it will be faster and I can submit the order for you and take care of everything.
So, let's say you called and couldn't reach me. You'll hear my voice message say, "...so please leave your name, number, and a brief message..." And the keyword here is what? BRIEF! For example:
"Hi, this is Kevin Williams, my number is 888 257 3130, and I would like to know if Product A can include a third emblem?" See what I did there? Brief. Not a dissertation of my call saying how I found your company on the online website internets. Don't take 3 minutes to leave a voice message, and don't spill over the numbers in your contact information that I have to hit replay over and over to hear it. 1234567890 is not the same as 123-456-7890, dig?
Never forget that you know your name. Speak it clearly and leave a space between your first name and last name so Roberto Gagnon doesn't sound like Robberlownone.
I think this is a good start to earning your A+ rating on the BCB, folks. Learning how to conduct business by the telephone is a good thing. It doesn't take much more than common sense to know what to do to take care of business and let me help you properly. It's pretty simple stuff.
