3rd Rule of Customer Service – Over-Communicate

Submitted by mauzenne on Fri, 06/04/2010 - 14:07.
in

This cast describes how to deliver effective customer service by over-communicating.

The first rule of customer service is well known: 'the customer is always right'. The Career Tools second rule of customer service is 'be nice', which is less well known and much less adhered too, unfortunately. The third rule: over-communicate, could easily be renamed the 'Amazon' rule, after our favorite internet bookseller, which sends us emails at every step of our buying process. In fact, the third rule goes further than that, and tells us to communicate in between steps.

The promise of this technique is that, despite initially appearing as if it will cause extra work, it will actually reduce the amount of time you spend dealing with your customers. When Wendii used this technique in a customer service role, she cut the number of calls from customers by half. Considering she was getting thirty calls an hour this was a significant improvement in her ability to satisfy her customer's needs.


  [Play in Popup]

Extra Content
Legend:
    Members Only    Manager Tools Individual License
    Career Tools Individual License    Interviewing Series
    First Job Fundamentals   
Bookmark and Share
mauzenne's picture
Submitted by mauzenne on Fri, 06/04/2010 - 16:30.

Career Tools Premium Feed

I apologize, but once again we're fighting through issues with our hosting provider on the latest Career Tools premium audio file (the one containing embedded slides and markers).

Hopefully, we'll get this resolved quickly.

Mike

Update: As of 11:30am Eastern the problem should have been resolved. Thanks for your patience!

Edwin's picture
Submitted by Edwin on Fri, 06/04/2010 - 23:25.

Over communicate even if they say it is not important

Excellent cast.  Very true.

I was on a project where I was REPEATEDLY told updates were not important unless we were falling behind.  In fact, they agreed, that it would be impossible to meet the schedule and provide the standard updates.

We met schedule and came in early and the big (as in went up the chain of command) complaint was that they had no visibility.  

 

josemx's picture
Submitted by josemx on Thu, 06/10/2010 - 15:25.

customer service

This once again is a great podcast full of details and information.

I like to say that in recent months i read that Herber Kelleher said that customer is not always right and that his employees are the first priority. And i think maybe he is rigt customer is not always right but how can u treat those customers in a way that they dont affect the ones that really matters.

The link is in here but is in spanish.

http://mx.hsmglobal.com/notas/56083-5-preguntas-herb-kelleher

 

Thanks and good day