Customers Deserve Good Service
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Can A Caller Distinguish Between Excellent Customer Service vs. Mediocre Customer Service?
One may think that a caller is unfamiliar and may not know the difference between good customer service and not so great customer service, but people calling around for a good or service they’re in need of know better than that. Customer Service makes a huge difference in any type of business environment; whether it be in a department store, car dealership, a grocery store or a call center. Every business offers customer service in some form or another. It may be in person, via telephone or even via internet. All customer service is important. Being that I work in a call center environment, we deal with incoming calls. We also have an outbound call group who make calls to prospects rather than answering incoming calls as I do. As for inbound call center, first impressions make a big difference, yes even over the phone. That first initial word that comes out of my mouth can break or make the reservation. The caller can tell my mood because of the tone in my voice. I may say something that sounds friendly and inviting but if my tone of voice is not truly calm and friendly, most callers can pick it up. So if you are not in the best of moods when you are in a customer service environment, take a deep breath, smile, put all else aside and treat that caller like they are the only ones existing in the universe, if only for that brief period when you are dealing with them.
Written by: Carmen Huff, call center reservation specialist.
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