My business coach called me today to touch base and went through our call center for some reason but I’m glad he did. John is a very successful businessman from New England with strong views on business success.
He marveled at how flawlessly our customer service representative handled the call. She asked the right questions and was never ruffled as John tried to put her through the paces. He was on hold just a moment before I picked up and was equally pleased by our on-hold messages.
John was telling me the story and I asked him how long he thought this person worked for us. He was afraid of the answer (rightly so) but guessed she was with us at least 4 or 5 years. He was not-too-surprised when I told him she was with us just 7 days.
Yes, we work hard to hire right. But the biggest contributor is culture and simple customer service advice: The Golden Rule. I never fail to be amazed at companies that spend hundreds of thousands of dollars on training and processes that overtake a reps ability to think. Perhaps treating others the way you want to be treated is simplistic…but it works!
