1.Read and follow all of the instructions before you make a telephone call or send an email. I said this the last time I did customer service tips, but it’s a perpetual problem that so many people face. People tend to panic when they read something that alarms or confuses them and skim right to a telephone number to start dialing and firing off questions. Don’t do that. I can’t tell you how many times people said “oh yea, it says that right here.” Keep reading because businesses try to address their most commonly asked questions in instructions and the answer to your question may be in the next sentence (or paragraph). If you read everything and still have questions, then make the call.
2.Be mindful of deadlines and routinely busy times. There are two times when volume spikes: Right before a deadline and right around a holiday. Everybody rushes to get thing in, and that results in a slow down in productivity, especially if the staff has a heavy schedule or is short staffed due to people taking off for the holidays. Thanksgiving, Christmas, and New Years Day are especially heavy times (frankly, New Year’s Resolutions nearly kill me just about every year). So don’t wait until the last minute, or set an arbitrary deadline for the next major holiday. can assure you that you’re likely to miss it because you aren’t the only one cleaning off your desk. Submitting about a week to ten days prior to a deadline or holiday can make a world of difference in response time.
3.Gather things together before you call. It makes it easier for the conversation to flow if you don’t have to say “wait a minute” while you dig through piles of paper, or break into a conversation with a question you just thought of. Sit down and plan your questions before hand – write them down if you need to, and gather any paperwork you need to reference during the call before you dial. If you have to leave a voicemail and wait for a callback, set it aside where you can get to it quickly.
4.Find a quiet place to make telephone calls before you dial. I know this can be tricky because you can have an hour of silence, and then the place lights up with noise the minute you pick up the phone.Machinery, pets, children, and other people tend to pipe up when you pick up a receiver. I face it myself with screaming parrots at home and co-workers in the cubical farm around me at work. Just do the best you can to limit that background noise and it will actually make things easier for you.
5.If you have a heavy accent, consider saying “no” to the telephone. If you must call, be sure to speak slowly and annunciate. I’m not trying to sound rude. It’s just a simple fact that accents don’t translate well over the telephone and the heaver it is, the harder it can be to understand. This applies to domestic and foreign accents, too. And this is inexcusable to plead ignorance on because people aren’t shy about the “you aren’t from around here, are you?” question. If you’ve ever been asked that, at any place, any time, or in any contect, then you have an accent. Consider emailing your question if possible. And yes, I know I’m guilty on this one. I have a southern accent and I’m frequently asked to repeat myself over the telephone – in fact, I try to avoid drive-in restaurant speakers for this very reason.
6.If you leave a telephone message, don’t spit out your telephone number in a fraction of a second. Sometimes people ramble on messages, then spit out the number quickly when they realize they’re about to “time out.” Give your name and telephone number first (speak slowly, and consider repeating your number), and then give a brief description (1-2 sentences) about why you’re calling. Try to keep your entire message under 30 seconds. In fact, it might be wise to consider what you will say in a voice mail message prior to calling so you'll be prepared.
7.When you visit a place of business, be sure to fully secure your vehicle. This isn't really a customer service tip - it's more of a CYA tip (if you know what I mean). Don’t leave anything out in plain sight. Businesses have things stolen too. In fact, we had a customer have their truck broken into one morning during a meeting – in broad daylight in a public parking lot! It happens. Put personal items in trunks, consoles, or glove compartments and be
sure to lock all doors and set car alarms (if you have one).
8.Be mindful of business hours. Don’t loiter in parking lots before opening or after closing and whatever you do, DO NOT grab random employees and ask questions. Employees can only address questions related to their area and sometimes aren’t allowed to personally interact with customers unless they are in the building or
at a business-related function. Loitering around a building and approaching employees in parking lots is a good way to get security – or worse yet, the police – called. If you arrive early, stay in your car and direct questions to
the front desk receptionist or the person you’re there to meet.
9.Set deadline dates in your cell phone with a reminder to go off about a week before the deadline date. I mentioned this too, but it bears repeating because people keep claiming that “I got busy and it snuck up on me.” This is inexcusable with everybody flashing smartphones all over the place. Even the most basic cell phone has a calendar function. Use it.
10.Give other employees a chance to help you. So often, people will get a name, and that’s the only person they want to talk to. Don’t make your life harder by being stubborn and clinging to a particular employee. They’ve all
been trained and have the same answers for you. And likewise, don’t think you can play this the other way by calling back several times to “shop” for the answer you want. The answer to your question will be the same whether you talk to your favorite person, or whether you’re “fishing” for an answer. So accept what you get and don’t be a bully.
That’s it – eight new tips for great customer service and a repeat on two that, well, seem to need repeating. Follow these tips, and I can guarantee that you’ll get faster and better service all around.
That’s all today.