Looking back, I can clearly recognize the focus one of my employers had on customer service by how I was trained to use the phone system on my first day. After showing me how to transfer a call, the person who was explaining the phone system gave these instructions:
- Never transfer a call and hang up. Wait until the other person answers and make an introduction. Explain what the caller has told you about the situation. Callers won’t have to repeat themselves, and you can quickly summarize what your co-worker needs to know.
- Never tell someone to call back. If you can’t reach the person the caller needs to speak with, take a message. Tell the caller that you will have our staff member call him or her. Then personally deliver the message to your co-worker and follow up later to ensure that the situation is resolved.
My job wasn’t directly in customer service, but that organization treated customer service as everyone’s job.
What phone rules do you wish the organizations you call would follow?
[Image Source: Valley Women for Women OBGYN]