If customers feel that you are too busy, they might feel intimidated or threatened. As a ♦ result, important information might be overlooked. This makes it unlikely that their needs will be met without additional calls. A short answer is most often an incomplete answer. If you take the time to ask and answer ♦ questions completely, you can handle everything in one call. 2. We all live in a fast-paced, busy world. customers expect you to be busy and just be Shouldn’t prepared for it? Remember, a busy world for all of us. In all likelihood, your customers are as busy as ♦ it’s you are. If they can take time to call you, the least you can do is take time to give them your best. Giving good customer service means our job to adapt to the customer, not the other ♦ it’s way around. 3. What is the busiest time on your job? What things can you do, especially at those times, to make certain your customers find you to be nice? don’t “too busy” Allow the participants to describe their times, then focus the discussion on strategies “peak” and techniques. The list developed in the discussion should include: try to work on anything else while on the phone. People who try to do two ♦ Don’t you’re things at once usually do either one very well. don’t Turn away from your other work while on the phone. Even a slight physical ♦ you’re movement will help you remember to concentrate on the call and give the customer your full attention. Keep your sense of humor. ♦ TELEPHONE DOCTOR® PRESCRIPTION: 1. give short, one word answers. Don’t 2. be abrupt with customers or coworkers. Don’t 3. Keep your sense of humor. 4. Remember we cannot do two things well at once. – Skill Practice Key Point #4: Be Too Busy To Be Nice: – Don’t Featuring Bert Busy Facilitator Note: This activity is based on the funny one-liner (often attributed to comedian Stephen Wright), which is deeper than it first seems. early bird may get the worm, but the second mouse gets the “The cheese.”
♦ If customers feel that you are too busy, they might feel intimidated or threatened. As a result, important information might be overlooked. This makes it unlikely that their needs will be met without additional calls. ♦ A short answer is most often an incomplete answer. If you take the time to ask and answer questions completely, you can handle everything in one call. 2. We all live in a fast-paced, busy world. Shouldn’t customers expect you to be busy and just be prepared for it? ♦ Remember, it’s a busy world for all of us. In all likelihood, your customers are as busy as you are. If they can take time to call you, the least you can do is take time to give them your best. ♦ Giving good customer service means it’s our job to adapt to the customer, not the other way around. 3. What is the busiest time on your job? What things can you do, especially at those times, to make certain your customers don’t find you “too busy” to be nice? Allow the participants to describe their “peak” times, then focus the discussion on strategies and techniques. The list developed in the discussion should include: ♦ Don’t try to work on anything else while you’re on the phone. People who try to do two things at once usually don’t do either one very well. ♦ Turn away from your other work while you’re on the phone. Even a slight physical movement will help you remember to concentrate on the call and give the customer your full attention. ♦ Keep your sense of humor. TELEPHONE DOCTOR® PRESCRIPTION: 1. Don’t give short, one word answers. 2. Don’t be abrupt with customers or coworkers. 3. Keep your sense of humor. 4. Remember – we cannot do two things well at once. Skill Practice – Key Point #4: Don’t Be Too Busy To Be Nice: Featuring Bert Busy Facilitator Note: This activity is based on the funny one-liner (often attributed to comedian Stephen Wright), which is deeper than it first seems. “The early bird may get the worm, but the second mouse gets the cheese.”