Disturbing customer service trend I've noticed... worried about job security in this economy, employees are actually becoming less helpful when dealing with customer inquiries. When customers ask non-standard questions, some employees are so afraid of making mistakes that they seek the refuge of their job description; immediately redirecting the customer to other employees. In other words, they increase customer frustration then pass them to coworkers. When clients bring me in to enhance teamwork and customer service consistency, one of my themes is taking care of customers is everyone's job. Even if you don't know the answer you can likely find out faster in 5 minutes and return the call, than by sending the customer on a hunt. Plus, finding answers yourself improves your knowledge, job satisfaction and value you add. Today's economy demands that each person step-up, rather than hide behind a job description.
Today's Chuckle:
A person who makes no mistakes, often ends-up making nothing.
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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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