7 Phone Habits that Drive Your Customers Crazy

Customers call your company because they have a problem and they want that problem to be solved.  At all times you should be committed to satisfying your customer.  In order to do this, however, there are some very key things that must not enter into your conversation with your customer. 

1. I don’t know.
   
   This is a conversation killer as well as a business killer.  As a responsible customer service rep, you should never reply to a customer’s question with “I don’t know”.  It reflects very poorly on both you and your entire company.  No one wants to do business with a company that doesn’t know or not if they can really help them.  Instead try, “That is a good question, I’ll find out right now for you.”
   
   
2. It’s not our policy / We can’t do that.
   
   This excuse is used entirely too often.  Usually, it is really a scapegoat as the policy has not been properly explained to the Customer Service Representative.  So, you end up using it because you can’t come up with a better response.  Policy and Procedure is for interoffice personnel, not to load down a potential customer.  Instead of focusing on what you can’t do, tell them, “Here’s what we can do…”
   
   
3. My computer’s down. 
   
   This is a particularly obnoxious response for customers to hear, because chances are, many of them existed before computers ran the world.  And they know that you can still survive – function even – with only a pad and a pen.  So next time smoke goes pouring out the sides of your hard drive, dust off the old quill and parchment and simply explain, “I would be very happy to help you today…this may take a little bit longer because I will be doing this manually… my computer is temporarily down.”
   
   
4. What you’ll have to do is…
   
   This is a very quick and easy way to upset a good number of people you speak with.  Do not tell anyone that they have to do anything.  Because you will inevitably have a customer who will verse you in the fact that “I don’t have to do anything!”  The other, not so vocal customers will still undoubtedly be offended and although they may not express it verbally, it will be expressed when you lose their business.  Next time you need your customer to do something so that you may provide them with your company’s services, simply say, “What I’ll need you to do is…”
   
   
5. I wasn’t here that day.
   
   Chances are, your customer didn’t call your company specifically to ask if you were in the office on any particular day.  And chances are they don’t care if you were there or not, because regardless, their problem was.  Instead, simply apologize – this time without mentioning where you were or weren’t – and go on finding a solution to fit their needs.
   
   
6. I’m new.
   
   Unless you are expecting a cookie for this reply, it is best to leave it out.  This is because regardless if you are new or not, the customer expects you to be able to completely fulfill your job requirements.  If you don’t know the answer to a customer’s question yet, buy some time by saying, “Please bear with me, I just started here [X] weeks ago.”  Then run like the wind to find the answer.  Make sure to fill in the blank with a number, too, it builds credibility.
   
   
7. Just a moment.
   
   No customer wants to hear this because they know as well as you do that if you were only going to be “a moment” then you wouldn’t even bother pushing the on-hold button.  Instead, ask the customer, “Are you able to hold?  This will probably take [X] minutes.”  Your customers will be eternally grateful.
   
   And if you find that you are keeping a caller on hold for longer than 20 seconds, offer to call back when you have the information you need.  Customers will appreciate your recognition of the value of their time and money.

These seven habitual Customer Service replies do anything but serve the customer.  Instead, they frustrate, annoy, and cause prospects and customers alike to seek out your competition.  So the next time you feel the urge to utter one of these phrases or feel your lips forming one of these responses, stop, regroup, and focus on what you can say to actually help your customer.

Having scripts can make it much easier and much more effective to accomplish this.  There’s no wracking your brain for the “right” answer – it’s already laid out in an outline so that the conversation follows a natural course to its conclusion, which is a sale.  For instance…

Replacement Appointments

Always assume it is Mr./ Mrs. answering the phone, unless a child answers, and then ask for Mom/Dad.

“Mrs. Jones?  This is _____ at <Company> in the Customer Service Department. I was calling you about the letter we sent you a day or two ago. This letter is about getting a new water heater. May I ask how old your water heater is?”

Once you acquire the age of the water heater, you then know which way the call needs to go.  If over 10 years old, you want to go for the replacement appointment.  If under 10 years old, we want to extract some marketing information and go for a possible Maintenance Agreement. You need to ask these four probing questions once you get the age.

1. “May I ask who does the maintenance on your water heater?”
   
2. “When was the last time you had it serviced or repaired?”
   
3. “May I ask why you continue to use this company?”
   
4. “What would it take to consider using <Company> for your next service?”

If the system is 10 years or older, probe with this question. “May I ask you if you currently have energy bills over $120.00 a month?” If they do, say that they might already be paying for a new water heater with those types of payments.

Then ask if they would be interested in a free estimate on a new water heater.

Now ask which day they prefer and whether morning or afternoon works better.  If they prefer not to set an appointment, ask the Maintenance questions, and try to sell it as stated above.

 “Mr./ Mrs., we want you to know we value you as a customer.  I will be sure to call you for your yearly preventive maintenance!”

Scripts not only keep you focused, they can provide answers to some of the most commonly asked questions customers have – without having to place them on hold.  You’ll appear more efficient, boost your credibility, and build confidence in the customer that you can solve their problems – either now or in the future.

Remember, the telephone is a powerful medium and can either build your business or shut it down.  Which one is entirely up to you.