A switchboard operator at one of my customer service seminars asked me for a suggestion on what to say when she's put in the awkward position of being asked by a frustrated customer, "Gerald isn't in and I need to hear back from him. When will he return my call?" If you say that your co-worker will return the customer's call by a certain time, you've made a promise that may not be kept. If you simply state you don't know when Gerald will return the call, you may appear to be non caring and unhelpful. My advice: offset what you can't commit to with something you can. For example, "I can't say exactly when Gerald will return your call - usually he's very reliable. What I can promise is I will give him your message as soon as he returns."
Today's Chuckle:
May your life be long and useful like a roll of toilet paper.
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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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