You're a customer phoning an organization asking to speak to someone. When the switchboard operator transfers your call, which of these two phone techniques is going to give the best impression? They respond with a) "One moment please." or b) "Certainly, I'll put you right through." Obviously, as customers, response 'b' makes us feel much more important. Ironically, to gain this competitive advantage, the second company didn't have to lower prices, spend more on advertising or a better location. Instead they simply invested in training for their front line employees.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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