Music To My Ears

Robin Turner, PhoneSmart call center manager speaks about customer service.

Welcome to the PhoneSmart call center blog and insider view of the secret shopping industry.

Good customer service is like music to your customer’s ears. It should be like listening to a good song. When you hear a song you like, it makes you feel good. Everyone has a preference in music. Some like listening to Jazz, some like Opera, some like Rock and Roll. Others prefer Hip Hop and some like Heavy Metal. I prefer Gospel music.

Whatever type of music you like, it makes you feel good inside. I know that Gospel music makes me feel good. It’s soothing to my ears and it’s uplifting. A good song has the right tempo, the right lyrics and it’s catchy… makes you want to sing.

The experience that you give to your customers should be like that music. It should be something that they like to hear. It should be the right tempo for “them”. If your customer is in a hurry, put a rush on it. If they are taking their time, don’t rush them. If they are making small talk, join in and build a rapport.

Never forget your main objective, but listen to their vibe and get in sync with them. Now if they are down and out, having a rough time, be respectful of that and show you care. Just remember, make their experience memorable, like music to their ears.