There's a short, but great, point made over at CallCenterScript regarding incoming phone calls from customers who have problems that need to be solved.
Isn't it amazing at how much time, effort and money has been spent coming up with ways to try and solve a customer problem with automation? I don't think that's what most customers want. Most of your customers want you to pick up the phone so that they can talk to you. Not a machine. Not a touchpad. Not a computer. 
YOU! Your customers want YOU!
This goes back to my earlier post on being available 24.7.365...its all about customer service, keeping valuable customers happy, and going above and beyond to exceed the customer's expectations.
And, when they call you and you're not there, do you leave instructions on your voice mail as to how to reach a human? Does your e-mail signature box include not only your direct number, but a main number where they can reach a human?
Posted by: Glenn Ross | May 9, 2006 3:37 PM | Permalink to Comment