Beth Boen is on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!
Customer Pet Peeve #2
"No, I'm not upset that I was transferred to the wrong department three times." Said no customer ever!
Customers who have to tell their story over and over to the wrong department, can get really cranky! There is hardly anything more maddening to a customer than to call the number they have for customer service and tell the representative calmly what their problem is. Then that representative says that the customer needs to talk to the billing department, so the customer is transferred there. Upon telling the billing department what the problem is, the customer is told that they actually need to talk to the sales department. The run around of being transferred to the wrong department, the repeating of one's story, and the wasted time will likely always result in a very difficult customer and rightfully so! Training your staff to be good listeners and how to transfer correctly will eliminate this customer pet peeve.