Customer Service Gems: "I Want To Make Sure It's The Way You Like It!" |
My client was sitting as his impressive desk extolling the virtues of a customer service rep that helped him with his charge card questions.
"She was terrific," he beamed, reciting things she said that are straight out of my consulting playbook, and for that matter, that are literally swiped from my very real hardcover volume: MONITORING, MEASURING & MANAGING CUSTOMER SERVICE (Jossey-Bass/John Wiley).
I hold the same elite, platinum card he does, but my experience has been quite different.
When I've called in, especially to make travel plans, I've been treated to the dulcet tones of someone who must have been asking, "Would you like fries with that?' out of a drive-through loudspeaker merely days before our chat.
Anyway, I was a little miffed about the fact that my material had been cloned, without pay or permission, and then, quite unexpectedly, my client recalled a line this agent used that stood out and sounded original.
She was telling him what she was going to do, and then she said quite sincerely:
"I want to make sure it's the way you like it!"
Now, folks even I, a master scriptwriter and true telephone guru have to admit, that is a true gem, says Dr. Gary S. Goodman, top speaker, best-selling author, Fortune 1000 consultant, and popular radio and TV commentator.
Read more at: .
|
