Did you ever get bounced around on the phone when all you wanted was to just talk to a live person? Of course you have. How frustrating!
It’s no different for people who are calling for service. It’s their job to call when they need service. And they are usually frustrated already because something isn’t working. Many times we avoid answering phone calls because we are busy or just don’t want to deal with the person on the other end. Here are a few reasons to pick up the phone.
Since people tend to get frustrated if they have to wait too long to speak to someone when they need service, chances are their emotions will be running higher when you, or someone else, get there to do a service call. And let’s not discount the fact that you may be able to solve their problem right on the phone and eliminate the need for a service call. Every interaction with our customer is a chance to build the relationship. It’s a chance for you to get personal. Ask how their day is going. Ask if they have interesting plans for the weekend. Share something about yourself. Many times your customer is your co-worker. Let them know you are here to help. The better the relationship, the more understanding they will be when things don’t go smoothly.
Remember to speak in customer focused language. That means focusing on what’s important to them, not you. You will have a better experience if you think about the situation from the customer’s points of view. So instead of saying, “I need to open a work order before we can come up to look at the equipment,” try, “I would like to get up there as quickly as possible to get the equipment up and running for you, so let me get some information from you to get this going.” Same basic idea, but the second way focuses on what’s important to the customer, getting the equipment up and running, not your work order.
Remember, if you think of every phone call as an opportunity to help someone, you are more likely to stay calm and not personalize, even if someone seems aggravated. Remember, most likely their emotions have nothing to do with you; they are just looking for help. So go ahead, pick up that phone.
Thoughts…….. Contact me at abbe@TECResourceCenter.com