I operate a virtual call center for garage door parts customer service. The level of thinking I have to undertake to do my job is enormous.
Here are some things I have observed about customer service:
1. "Thank you" never gets worn out
2. A little smile in a representative's voice goes a long way
3. You are the pilot taking the customer to a completed call experience
4. Information pieces are like tools, and they should be organized, and used wisely
5. They wouldn't call it "work" if it didn't involve work
6. If you have to dig for information, resolve to keep it close by from now on
The experience of doing customer service after doing marketing, article writing for SEO, and social media promotion is a unique one. It tends to make one more appreciative of customers, for some reason. Maybe it is because I had a hand in bringing them in in the first place, and there is more impetus to keep them.
