Yes, we can give outstanding service on the phone. We can quickly respond to customers, demonstrate friendliness and follow up – but if we don’t ultimately fix the problem – we are ultimately failing in our service! I know of a national bank that focused on creating a positive and friendly service environment – I felt so good walking into the branch and getting helped by any one of the bank tellers. But guess what – many times I walked out with my question or problem not being resolved! Or I would be directed to call a 1-800 customer service number.
As you train your staff, don’t forget about making sure they know the technical aspects of their job! Customers are looking for courtesy and competence!
