The Importance of Over-the-Phone Customer Service
It was in the sixth grade that I was taught the importance of over- the-phone customer service by my dad. Pop was a veterinarian, so our home phone was constantly ringing. As a kid, it was annoying. All I cared about was going to play football with my neighbor and the phone was just a distraction. But when my dad was out making house calls, it was my job to answer it. Learning the art of customer care when you’re in sixth grade wasn’t art at all — it was a mess. My dad would come home asking about the phone and why it rang: What calls did he miss? Who called? What was their name? Their phone number? Why did they call? Where do they live? Did they sound worried or concerned? What was their pet’s name? The questions went on and on. As an entrepreneur or person in business, it’s important to remember that the phone ringing is never a distraction. In fact, it’s how we eat. I can still hear my dad reminding me of the importance of the client and how we need to take care of our customers even on the phone. He taught me never to let the phone ring more than three times — after three rings they would call another veterinarian, or a friend that knows medicine, and that would be the end of a relationship. My dad assured me that the client, or something he called a “prospect,” would be impressed that we care enough to not only get a first and last name, but to use their name while talking with them
over the phone. He stressed that, just in case we didn’t have it handy, we get the client’s phone number so that we could call back as soon as the doctor was in. He wanted me to get all the little details together to make a great impression. All of this was finally put to the test one night when my parents were at a veterinarian convention two hours down the road. I received a call from a Claud Hutchins whose basset hound, Pluto, had a tick attached to his head. I was not only able to calm him down and prove that I cared by going through the steps my dad had given me, but I helped him get the tick off his beloved Pluto. That call was life-changing for my new title as “director of first impressions” for the family practice. The skills I learned in sixth grade didn’t just end right then and there; they followed me through my life. As a businessman, these skill sets can help you provide the best customer service you can offer over the phone.
For your needs, remember the TICK and HOUND acronym when answering the phone:
H ear what’s not being said O wn your script U nderstand and have empathy N ame and number D irector of first impressions
T hree rings I nformation gathering mode C ustomer care is number one K eep great notes
Take a
Molasses Sugar Cookies
BREAK
Ingredients
• 2 teaspoons baking soda • 1/2 teaspoon cloves • 1/2 teaspoon cinnamon • 1/2 teaspoon salt
• 1 cup sugar • 3/4 cup shortening • 1/4 cup molasses • 1 egg • 2 cups flour
Directions
1. Heat oven to 375 F. 2. In a large bowl, mix sugar, shortening, molasses, and egg. 3. Stir in flour, baking soda, spices, and salt. Mix until combined. 4. Roll dough into 1-inch balls. Roll balls in granulated sugar until covered. 5. Place dough balls 2 inches apart on ungreased cookie sheet. 6. Bake 8–10 minutes.
3
Made with FlippingBook flipbook maker