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May 7
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 When callers contact the customer service department, they expect swift resolution to their issues. As call center professionals, agents must keep this fact in mind at all times. It may be nice to build rapport and project a friendly attitude, but in the end, the customer just wants his/her issue addressed (And the quicker, the better).
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From a customer's perspective, time is almost all I care about when I make a call to a customer service line. I just want the issue fixed right away, or at least to be told right away what's happening and what can and will be done about it.
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« Quality Assurance cartoon - Calibrations | Main | Quality's Involvement in Training and Recruitment »
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Sales professionals are often asked to be customer service on the phone. For a lot of reps, that's part of the job...dealing with customers, handing problems, etc. I think those customers expect the same thing when they call their sales rep as they do when they call a customer service help line. Very good point, good post.
Posted by: Dan Tudor | May 9, 2006 10:54 AM | Permalink to Comment