Customer Service Hint
Mar. 3rd, 2009 10:32 amIf a customer says "send me information in the mail" and doesn't want to consider or commit to a deal over the phone, and the company wants to keep the business, the best thing to do would be to say "Sure, I'll send you some information out right away" and maybe... maybe add that there is an extra phone-only incentive, just in case that catches their interest.
What you do not do is say "I am not capable of doing that" when asked to mail something, and then launch into a whole spiel from someone who just told you they don't have time to consider the situation at the moment.
I do hope, however, that, if the call was recorded for training purposes, which had been stated as a possibility at the outset, that the training and re-education is provided not only to the caller ~ who was a bit brusque ~ but to the process and concepts behind the call. I'm sure she was doing her job as policy dictates, but I was left with no choice in the matter but to hang up abruptly.
I'm looking at you, Verizon Wireless, and I'm a little disappointed.
What you do not do is say "I am not capable of doing that" when asked to mail something, and then launch into a whole spiel from someone who just told you they don't have time to consider the situation at the moment.
I do hope, however, that, if the call was recorded for training purposes, which had been stated as a possibility at the outset, that the training and re-education is provided not only to the caller ~ who was a bit brusque ~ but to the process and concepts behind the call. I'm sure she was doing her job as policy dictates, but I was left with no choice in the matter but to hang up abruptly.
I'm looking at you, Verizon Wireless, and I'm a little disappointed.