Answering The Phone: Don’t Give Your Customers The Runaround

Answering The Phone: Don’t Give Your Customers The Runaround

Is your team equipped so they don’t have to put a customer on hold or transfer them to someone else?

We’ve all had it happen to us before. You call a business and get a menu of options to address your issue or question: press 1 for ___ , press 2 for ___, etc. Sometimes we get disconnected, or we go to a person who says they are not the right person to talk to and they transfer you to the correct department, only to disconnect you again. It is so frustrating that you’re tempted to throw your $1,200 smartphone against the wall.

I had one of these frustrating experiences recently. I called a national chain hardware store to check on the delivery of patio doors. On my first attempt, it rang forever, then it sounded like someone picked up and hung up. The second time, I got a human who said he would transfer me to “deliveries,” but the transfer failed and I got the dreaded dead dial tone. The third time, I got a human again who was incredibly friendly and informative but who transferred me to deliveries once more. The odd thing was there was no elevator music or commercial as I waited, just dead air, making we wonder if I indeed was on hold or if anyone would pick up.

This made me think of a consultant who once told me of a shop owner he knew who trained his front-line people who receive calls to have all the information they need to handle customers without transferring them around the entire shop. He too had experienced those frustrating moments on the phone, and the last thing he wanted was the same thing to happen to his customers.

Do you train your front-office staff? Tell them exactly how to greet the customer and have specific word tracks to use? Give them all the information they need so they don’t have to put someone on hold or transfer them to someone else? It’s not easy, and not many businesses have figured this out. But imagine if you could achieve it! It is something to aspire to. Your customers are traumatized enough without adding to their stress by giving them the runaround.

You May Also Like

EV-Specific Tires Bring Opportunity To Winter Sales

Winter tires are designed to deliver safety for drivers in wintry weather conditions. EV drivers expect nothing less.

Thanks to many factors – pandemic supply chain disruptions, strong sales of all-weather tires, unpredictable snowfall amounts among them – the winter tire market in the U.S. has been largely flat in recent years. However, Denise Koeth, contributing editor to Tire Review magazine, says that tire dealers in snowy regions like the northern U.S. and Canada still should plan ahead to meet consumer demand in the segment — particularly for the new subsegment of tires for electric vehicles (EVs).

Utilizing Technology In the Service Garage

Shops that use technology effectively will increase customer service and improve internal processes to boost satisfaction.

Build Confidence Between Clients and Techs

Greater trust means more customers will be open to coming back and the relationships become a little more personal.

Communicating The Effectiveness Of TPMS

A good angle to start with may be laying out the consequences of not having a working TPMS.

What Customers Don’t Know About TPMS Can Hurt You

Surveys have shown that 30-50% of drivers have no clue what the TPMS warning light in their vehicles means.

Other Posts

Add Mustang Mach-E Service To Your Operation

Despite what you may imagine, there are still maintenance and repair opportunities in a Ford Mustang Mach-E.

As Cars Keep Aging, What Will The Future Look Like?

The big issue for the next 22 years is how sensors and software that make driving safer impact vehicle serviceability.

Don’t Sell Shocks And Struts; Educate Customers Instead

Success comes down to informing customer about the benefits of replacing worn or damaged components.

How Inflation Affects Buying Power And How You Can Help

Financing options can help combat inflation fears. This webinar is sponsored by Snap Finance.