Wait a minute!

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“Wait a minute!”

You know you’ve reached a good, solid rep who truly knows what they’re doing when there aren’t any unanswered questions or at least there is a good response for an unanswered question. If you ask a question, and the rep can’t answer you, then he should include 3 components in the response to you.

 Honesty! It’s always the best policy. If he doesn’t know then he needs to tell you so.
 Sincerity! You shouldn’t have to guess at what the next step is.
 Urgency! Confirm that there will be an answer.

Something like… “Well, I’m not sure but I can certainly find out for you and give you a call back shortly to let you know”.

It still doesn’t cease to amaze me… the things that come out of some people’s mouths. They can have a great attitude, be polite and professional and then you get something that makes you say “Wait a minute”!

Example:
Just the other day I called the toll free customer service number of a company that I deal with. Although the man I talked to could not answer my question with a solution or even a hint to what might have happened, he didn’t have to lie. I’m sure you’ve caught someone in a bold faced lie before and it just makes you scratch your head and wonder what ever possessed them to do that.

In this case, when I spoke to this rep at a call center for a company in which I deal with, he could not answer my question with a solution or even a hint or possibility of a solution. So I asked to speak with the manager to see if they could give me a clue as to what happened and possibly straighten it out that day as it was an urgent situation..

He said “Sure, please hold one moment while I get the manager”. The next man who got on the phone had the same accent, just as pleasant, but a little more enthusiastic then the first man I spoke to. He basically gave me the same response. “O.K. wait a minute”, I thought. (He’s the manager, giving me the exact same response, same accent with an extremely similar inflection and tone in his voice as the first guy)

I jumped in and said… “Wait a minute!!! You’re the same guy I just spoke to the first time, aren’t you!?” “Yes”, he replied… Some people don’t cease to amaze me.

O.K., overlooking the bold faced lie, I voluntarily started to give him information that I thought would be of help in order to track down the information and the solution that I needed. I wasn’t in the mood for games. While doing so, he put me on hold… again. While on hold, I called the company that I dealt with here in town, who deals with them but are not affiliated with them. If there’s a problem with the service/product, you’re supposed to contact the toll free number that I called.

But when that wasn’t sufficient for me, I called the place in town and explained the situation. They immediately included the 3 components… “I’m not sure what happened, but just come down here and we’ll go ahead and take care of you, today, o.k.!”
And they did exactly that. They had it figured out in 10 minutes! I never did stay on hold. Instead I went right to the other company.
Are you losing your customers’ trust in you?

Robin

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.