Telephone Courtesy & Customer Service
Think of a customer service course you are being forced to attend. This is that workbook. It reminds me of something that would be mandated so someone can check off a box on a form. Of course one should use courtesy answering customer calls. They should also be mindful of word choice. However, some seriously big gaps exist in this training:
- Customer emergency – someone on the line in trouble (health or whatever)
- Angry customers – How do you handle those swearing and yelling?
- Customer threats – this can run the gamut from mild intimidation up to a bomb threat
I have had a whole lot of time in front of customers since I started working as a teen. I remember being yelled at by bosses that I didn’t handle an angry customer properly. (I will also point out that the supervisor didn’t know what the proper procedure was.)
The voice self-assessment is quite a piece of work. I think my voice is pleasant sounding, at least to me. I think we have some control over our voices, but the so called “desirable traits” or the “undesirable traits” are rather subjective. I think many of these traits are also a way to snub any kind of accent, be that domestic or foreign.
Aside from this being a pretty dull book, it is also outdated. I have yet to call a business number without being routed through a phone menu. Phone contact with customers is changing to online chat formats, web forms, emails, etc. So this particular book is probably not going to address issues most needed in customer service type roles.
Remember, your call is important to us.