Do the Right Thing - Return That Call! NOW!
Posted by Barbara Jones on May 27, 2008 – 12:32 pm -
by Danny O’Malia, Chief Customer Service Officer, Trustpointe
To give great customer service, a company must build a CULTURE OF SERVICE. That’s what the late Joe O’Malia did at O’Malia’s. That culture of service must permeate everything throughout the company. And IT STARTS AT THE TOP. If the boss sets the tone, everyone else will follow. If not, you know how that turns out!
And one of the basic tenets of building a great customer service culture is to teach everyone to return every phone call or e-mail. Not just to return it but to return it UNBELIEVABLY FAST. Because it’s the right thing to do. And because you’ll be one of the few companies doing it, which is truly sad. I don’t know how often I returned a call from a customer in my days at O’Malia’s and the first reaction was, “I can’t believe you actually called me back!” or “Thanks for calling back so quickly!”
How many times have you, as a customer, been ignored when you called a business? What has your reaction been? I get angry and then I tell lots of other people, “Brighthouse failed to return my call!” See? I just did it again!
When a business returns a call in a timely and helpful manner, it’s done the right thing. It can learn a great deal about how it’s doing for its customers. If the call is a complaint, it’s an
Want to find out more? Call Danny at 317-845-0041!
Sphere: Related ContentTags: customer service excellent customer service culture of
Posted in Customer Service, Danny O'Malia |
You must be logged in to post a comment.