The weird phone call
I’ve just had a really weird phone call. Well, not weird as in creepy or anything like that, but it was just a bit odd. It was a sales call from a company I’ve used before, very good and never had any issues. But it was a new account handler.
It was very kind of blunt, no pleasantries at all, no, ‘how are you doing’ or such like. And, If you know me, you probably know I like a good natter. I like to chat with folk, find out about them, all that kind of stuff. You learn so much more.
But this call was very much, “My name’s… do you need anything at all? You’ll ring me if you want something won’t you, errr can I send you my details? Thanks, bye.” It all just seemed a bit needy and rushed.
Perhaps they just hadn’t been trained properly?
The dodgy music (and I don’t mean the band Dodgy)
I had a great customer service experience the other day, very polite, upbeat, nothing was a problem. And then… I was asked “Do you mind if I put you on hold while I get something checked?” “No problem at all” I happily said… cue the depressing music.
Blimey – my get up and go, got up and went! Four minutes later, I wasn’t sure whether to laugh or cry… Feeling like the end was nigh, the customer service agent finally came back and said all was well.
Perhaps no one has thought to check the musical choice?
Lessons we can learn
Here’s the thing, everything needs to be aligned. Whether that’s the person making the calls or the music played when you’re put on hold. These are vital touchpoints that say a lot about your business. First impressions count, and all that.
Time to review?
We’re all busy, so don’t often think about taking time out to review our own processes and touchpoints. But we should. And we should check with our teams too, what else can we be doing to support them. How often do we do that?
We’ve created a simple touchpoint checklist that talks you through ten key touchpoints that will benefit your business. All you need to do is score each area and decide which areas you will focus on first. You can download it here, grab. cuppa and give it a go!