Home » Business » Customers Are People, Not Numbers

Customers Are People, Not Numbers

Or how about when you finally do get to the customer support rep and they don’t treat you like a person. They are impersonal and treat you like an account number. They answer the call with a stoic and less than enthusiastic tone of voice and follow with a series of impersonal questions about your account number, the last four digits of your social security and your mother’s maiden name, only then do they ask what they can help you with.

It frustrates me when the customer service people act with apathy. Don’t they care about us? After all, aren’t we the people that pay their salary? Don’t they know what their job is? Here is my thought. Even though they were hired to answer questions and solve problems, they actually have a number of very important responsibilities.

I spoke with Janet Poklemba, a customer experience manager for a home warranty company at a recent conference. The company sells home warranty programs and when something breaks, customers call in to place a claim for service. Her customer service mantra for her employees is simple and effective, and is the perfect way to sum up this short article:

Shep Hyken, CSP, CPAE is a speaker and New York Times and Wall Street Journal best selling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications,… View full profile ›

This article originally appeared on Shep Hyken and has been republished with permission.Find out how to syndicate your content with Business 2 Community.

They are role models for others to emulate. Good behavior leads to more good behavior. Unfortunately the opposite is also true. So, when employees step up and deliver a great service experience for their customers, it sets the example for others in the company. It has a contagious effect as others catch the passion that these excellent employees have for helping their customers.

They are brand ambassadors for the company they work for. This goes beyond the hours that employees spend at work. A brand ambassador is a 24/7 job. Never speaking badly of the company, these excellent customer-focused employees always take advantage of opportunities to talk up their employer.

They make their customers feel like customers. While any given customer may not be the biggest or most important customer that they have, they should never make the customer feel as if they are anything less than important. And for the few minutes they are interacting with their customer, they may make that customer feel like he or she is their most important.

They must restore confidence. This one may be the most important of all. Solving their customers’ problems is expected. The key is to do it in such a way that also restores

It sometimes frustrates me, and I’m sure it does you as well, when you call to get customer support and you hear that recording, “Your call is very important to us. Please hold for the next available agent.” And, then they make their customers hold for a length of time that would make most people wonder if their call really was important to them.

It sometimes frustrates me, and I’m sure it does you as well, when you call to get customer support and you hear that recording, “Your call is very important to us. Please hold for the next available agent.” And, then they make their customers hold for a length of time that would make most people wonder if their call really was important to them.

All our posts are curated for you by the guys at http://www.mindyourownbusinessuk.com  we scour the web finding posts to enhance your small business and improve your day-to-day. The Mind Your Own Business Revolution; agitate dinosaurs, avoid extinction and evolve your business.

About mark@jmgassociates.com

Check Also

How to get paid much more—your 7-step plan

How to get paid much more—your 7-step plan (This article is part of our “Psychology …