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Verizon Wireless uses technology to stay on
track.
Remember that really nice customer-service
representative who spent nearly an hour walking you
through upgrading your cellular phone?
Or patiently explaining to you how text messaging,
PIX, FLIX and V Cast works? Or helping you to
resolve a problem?
If it was a Verizon Wireless rep, the Basking Ridge,
N.J., carrier spends about $100 million a year trying
to make most customer-care calls go like that.
Much of that money goes into training, supervision,
tech support, coaching, employee incentives and
rewards.
Tami Erwin, Verizon Wireless regional president for
Washington/Baltimore/Virginia, said each new hire
spends 250 to 300 hours learning everything from
cell-phone basics, billing and new products and
services to being an effective listener and defusing
angry customers.
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Let’s face it, some words have magical powers. Just
as “Open Sesame” magically opens the door to a new
world, so too can other words and phrases have
similar effects on your customers and clients. This
month we look at the power of words to create
trust, allegiance and commitment in our customers
and clients.
Opening the Doors to Success
Sometimes it’s the pleasant words we hear as doors are opening, that make a difference to customers. For Nancy Graham of Berkeley Heights, New Jersey, who comes to San Francisco four times a year, it’s the words “Welcome Back to Campton Place Mrs. Graham, we’ve missed you!” that make her feel special. Then the hotel doorman inquires about her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco. Whether customers are greeted at the door, clients
are welcomed over the phone or upon arrival at
functions, those initial words are music to our ears.
Research tells us we like the sound of our own
names. Are you greeting your new and returning
customers with favor and delight? If not, why not?
It’s neither hard nor expensive.
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Join us at Call Center Demo & Conference Miami on
February 21-23, 2007 at the Hyatt Regency Miami
Hotel, Miami, Florida.
$200 Early Bird savings through January 5th!
For event details, or to register, click here.
There is no better place to get expert education on
best practices for your call center!
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CallCenterCafe.com
email:
staff@callcentercafe.com
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