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Now we're going to discuss the types of customer service. I'm Pamela Unruh on behalf of Expert
Village. Now when you do leave your customer on hold, again if you can check back with
them every 30 seconds, that will be optimal because then the customer doesn't feel like
they're just left out there and forgotten about. Now we're going into an interactive
exercise right now and I'm going to ask for your help on this. We're going to demonstrate
exactly how long just one minute is. It doesn't sound like a long time, does it? But put yourself
in your customer's shoes. Now what I'm going to ask you to do is I'm going to ask you to
close your eyes in just a moment, not just yet. But when you close your eyes, I'm going
to hit the timer on my stopwatch and we're going to let an entire minute go by just with
you out there not really knowing what's going on. Now if you feel like it, you can open
your eyes if you think you've reached that minute, but let's just see how it feels doing
that. Okay, go ahead and close your eyes. I'm going to start our minute now. Your cheesy
hold music is coming in. Maybe even worse, no hold music at all. Still with me? Nope
not yet, I saw you. Close your eyes.
It's taking so long! Honey I think they forgot about me. I've got better things to do. Still
not yet. Okay, that's your minute. Didn't it feel like a lot longer when you're just
out there not knowing what's going on? Put yourself in your customer's shoes and the
next time you put somebody on hold, just keep in mind they do feel like even if they're
just waiting one minute, they're waiting a lot longer than that.