Whether you’re standing behind a ticket counter for a NBA playoff game, sitting at a reception desk, or in your office on the phone, you will be a lot happier in your job if your waiting customers are also happy. If you can’t change the length of the line, then how do you keep your customers happy?
Here’s a few tips on how to use phone technology to keep your customers happy – yes – even while waiting in line!
- Use call routing and automated phone systems to route your customer to the right person. In response to the constant frustration of customers waiting in line, Andrew Goldman for Gaebler Ventures expands on the need to keep non-servicing employees out of the customer’s viewpoint in gaebler.com’s Resources for Entrepreneurs. Even if valid reasons prevent the other employees from helping out with the customer service queue, the customer may not realize this and the extra employees project an inefficient image to the customer. Just think about the last time that your call was routed in circles through an IVR system, including several times of waiting on hold for the next representative, who as it turns out belonged to the wrong department. Asking customers the right questions to intelligently route their call projects an efficient company image and keeps the customers happy.
- Set up a voice broadcast. I was recently trying to write some posts while on vacation. I opened up my computer and noticed that the Internet was down. How annoying! I then spent almost an hour trying to figure out the source of the problem, only to find out at the end that the issue stemmed from an outage in the area, having nothing to do with my personal router. If only the company had used a voice broadcasting system to notify me that the Internet was down due to an area outage, and that the company was working on fixing the issue. I would have been a much happier customer with an extra hour of vacation and one less hour of frustration!
- Use mobile technology to manage customer expectations. Waiting in line is frustrating enough in its own right, but the anger only builds up when you start imaging all of the things that you could be doing in the meantime. ReadyPing and other new mobile technology services, enable restaurants, hair salons, auto services, hotels, medical offices, etc, to manage their waiting customers by sending them a simple text message when their turn arrives. Instead of waiting outside or in the lobby of crowded restaurants, you can walk around the area and come back when your table is all ready.
The list does not end here… Do you have more tips for ways to use phone systems or mobile technology to keep customers happy? Continue the list by sharing your comments below!
Related posts:
http://www.phonemarketinginsider.com/how-to-use-phones-to-keep-customers-happy/
