It’s the little things that make a difference in customer service. Customers want you to know:
1) We want to understand what you are saying so please speak up, slow down and enunciate your words.
2) The way you sound when you answer tells us how good or how bad the conversation will be.
3) We do not want you to call us sugar, dude or an abbreviation of our name.
4) Putting us on hold for long periods of time, putting us on hold more than once and transferring us back and forth will bring out the worst in us.
5) Do not begin your questions with, “Do you know…”, when asking for personal information. We do know our address and phone number!
6) Please don’t talk to someone else during our call. It is disrespectful and confusing.
7) Overusing ‘uh’, ‘um’ and ‘okay’ makes you sound like you do not know what you are talking about and we will question your ability to help.
8) If we are not ready to buy your product or service, we don’t care about all the things that apply IF we decide to go ahead at a later date.
9) If you are going to ask us for all kinds of information and then transfer the call, please let the other person know so we don’t have to repeat information.
10) Long periods of silence give the impression you are disorganized and unfriendly.
11) Don’t tell us to call you back to update you on whether or not you provided the service we are complaining about right now.
12) Don’t blame everything on your computer.