Phone Faux Pas

Customer Care providers typically spend the greater part of their day on the phone. There are a few points which we always recognize when someone does it to us, but sometimes don’t always hear ourselves doing it to customers. Here are some examples:

1. Multitasking. Can we tell if someone on the other end of the phone is answering an email at the same time? Can we tell if we don’t have their undivided attention? Absolutely. The #1 thing that customers are looking for from us is our complete attention and focus. We may think we’re listening to our customer, but if we aren’t laser focused on their words, tonality and meaning, we can easily miss something. They will take that as a slap in the face. It quietly sends them the message that they are not as important as the other tasks we’re doing.
   
   
2. Passing the buck. Whenever I introduce the topic of ‘hot potatoes’ to a customer care session, they know immediately what I’m talking about. With ‘call display’ we know exactly who’s on the phone and it will sometimes become a ‘toss the potato’ struggle to see who has to talk to Mr. Smith today. This is particularly true with difficult or demanding customers, or even great customers that you need to whom you need to deliver bad news. Can customers tell if you’re not happy to hear from them? Again, absolutely.
   
   
3. On Hold Button. We too often snap people onto hold without communicating any information about how long they’ll be there, who will be attending to them, or what they should expect. Laying out the process for them takes only moments, checking back with them frequently to ensure they’ve been attended to and following up is thoughtful customer service. Even if they’re only on hold for 30 or 40 seconds, it seems like an eternity if you don’t know what’s going on. Keep people in the loop.