Okay short rant here, so bare with me for a second!
How many times have you gotten one of those "service" calls from your cell phone, credit card, etc. providers? Well I have been getting quite a few lately (business must be bad) and as I understand their reasons for calling, it is absolutely ridiculous how they completely insult my intelligence while on the phone with them. They usually start something like this:
Hello Mr. Hussung, this is (so and so and 9 times out of 10 I have no idea what they said) from XYZ company.
How are you today? (So far, so good right?)
This is a courtesy call from our service department to make you aware of all the great deals you may be eligible for (okay, I am a little irritated now, but I will be patient)
Now Mr. Hussung, I treally appreciate your time today. May I tell you about our deals, Mr Hussung? (Starting to get on my nerves!)
Now Mr Hussung, you are such a good, long standing customer, we have a great deal for you, Mr Hussung ( I know my name!)
Now Mr Hussung, since you are such a good customer, we are offering you today [whatever, whatever]. Would this be of interest to you Mr. Hussung? (Geez, will you quite saying my name every other sentence?)
Thank you Mr. Hussung. I will have to run that by my supervisor, Mr Hussung. Do you mind waiting on the line, Mr. Hussung? (#%^^&*&*!!!! Are you kidding me?) (What kind of deal is it, if they have to get permission? Wow, I feel really special now!)
1 minute, 2 minutes, 3 minutes....tick, tock, tick, tock!!!
Thank you Mr Hussung for waiting on the line, Mr Hussung. My supervisor has approved the offer (GEE, THANKS!). Blah, Blah, Blah, her eis the offer, Mr Hussung, blah, blah, blah, Mr Hussung. *ENOUGH WITH THE NAME ALREADY!)
Now Mr Hussung, do you mind waiting on the line Mr. Hussung while we record this conversation for your protection, Mr Hussung?" (WHAT?)
CLICK!
Folks, this is not good customer service! Reading off a carefully scripted cue card to make a service call that needs permission and then a recording because no one on the call trusts what anyone says is borderline......well, you get the idea.
Needless to say, the deal was really not that great a deal. The call took over 25 minutes out of my day and by the time I was done, I was so frustrated, I actually wanted to take my business somewhere else.
Here are my observations:
If you can't think on your feet and have a pleasant unscripted conversation with someone, then don't bother calling!
If you have to say someones name 30 times in a phone call in ever other sentence, then don't bother calling!
If you need permission to approve a deal, don't bother calling
If you need to record it for whatever reason you want to make up, then don't bother calling!
Customer's want to feel special. They want to be important. They want to know that their business is appreciated. I am sure the intentions were good, but the execution and delivery is everything.If the intention and delivery are out of sync, then it is pointless.
Stay sharp! Have fun!
Thanks for stopping by
To your success
Until next time my friends,
LEADING EDGE TITLE SOLUTIONS
Matching experience with technology to give
you the edge to be a mortgage industry leader
Bo Hussung
Vice President of Sales
phone ~ 615-438-7300 fax ~ 678-261-1594
email me ~ bhussung@cogentca.com
web ~ www.cogentca.com
Comments (7)Subscribe to CommentsComment