DISQUS

The Lewis Show: Thank You for Calling pt 1

  • Caitlin Reynolds · 2 months ago
    You have to remember that these people are paid to help customers out (at least up to the most of which the policies allow them to), so I suggest, whenever calling customer service, we should cooperate to make the experience more meaningful.
  • mlewis106 · 2 months ago
    Good point. It helps to know what we want by placing that call and to know policies in advance too. It's hard but not impossible.
  • Nick · 2 months ago
    Great post Mike - good tips on navigating the best!
    I keep hearing rumblings of service being the best way to add value in this economy - do you think that is just lip service or will we see a return to customer service?
  • mlewis106 · 2 months ago
    In my field, a good service experience retains business and leads to further business. That's a win win. Companies need to focus on putting the best people on their own front lines.
  • janine · 2 months ago
    Vendatta!!!!!
  • mlewis106 · 2 months ago
    Vendetta!!
  • Jadielady · 2 months ago
    AMEN!!!
    Just like you said, most of us know exactly what you want before you answer the phone. You don't need to tell us your life story, or that you got a letter with some options on it, we're probably the sad sap who folded the 500 of them that went out last week.
  • mlewis106 · 2 months ago
    you may be writing a guest post so don't go too far fellow customer service rep.
  • Jonathan · 2 months ago
    Can the seasoned rep ever change? I have a 50 year old tech rep on my Help Desk that either has callers who love him or hate him...there is no middle ground. I can't seem to get him to understand that his interruptions and smugness is a problem. I do not want to let him go. Any ideas?
  • mlewis106 · 2 months ago
    Sounds like you have a case of an old dog that won't learn new tricks. It's hard to get rid of that smugness. I would mostly suggest having him listen to his calls and try to emphasize with the person on the other end. Maybe with some careful shadowing with a more sympathetic associate.

    Just sounds like he needs to get refreshed and see things through new eyes.