Customer Service Skills
Seth Godin has yet another great article on customer service:
Customer Service is always a balancing act. You don’t want to spend your entire day on the phone with customers who’ll talk your ear off or complain about the tiniest of issues. However, you also want to make sure you spend time on your phone etiquette, escalation procedures and systems so you can concentrate on your high value clients.Â When I call most customer service lines, the quiet subtext of the conversation from the representative is “leave me alone” “I don’t care” and “please go away” when it should be seen as an opportunity to impress me as quickly and efficiently as possibleÂ – that’s what I’ll tell other people and that’s what will keep me coming back.