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Released: December 15, 2011
7 secrets to super customer service
Source: CNNMoney
Even pros are suckers for flattery
Front-line phone reps are cursed at, threatened or belittled seven times a day on average, according to researchers at Pennsylvania State University who studied two call centers for a major phone company. And that treatment can trigger “service sabotage,” such as dropped or misdirected calls. Don’t be one of those callers, and you already have a leg up.
Take niceness a step further, suggests Noah Goldstein, a professor at UCLA Anderson School of Management. When a customer service agent is friendly and responsive, tell him or her that you’re so impressed that you want a supervisor’s contact info so you can write a positive e-mail.
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