A Secret to Great Customer Service, Revealed
While there are numerous keys to success in the fast-paced world of customer support – it seems to me that multitasking should most certainly be at the top of that list. So, here’s an example of why.
After a recent visit to my local Verizon Wireless store, the chance of me ever switching to another carrier is now slim to none. This is not because of the product or coverage or advertising, but because of the level of service I received and observed.
Last week, it was time for a new phone for my son and I, so off to the Verizon store we went. I had been emailing Kerry, the store manager, so when we arrived I asked for him personally. He greeted us and listened intently to our needs, then made several recommendations in phones. He reviewed the features, and then left us alone for a time to consider the options.
His timing was perfect, seemingly always there when we had questions, but never pushy. He was attending to other customers, but we always felt we had his attention. However, after we chose our phones … this is where the real magic happened.
During the check-out and activation time, Kerry was multitasking like nothing I’ve ever seen before. He was …
- Instructing us on phone features.
- Activating our phones.
- Ringing up the sale.
- Completing rebate paperwork.
- Answering questions from his employees.
- Giving approvals for discounts.
- He even recognized a client as being USA Military and offered a generous discount.
Kerry handled this situation like a true professional. He made us feel like we were number one on is priority list, while taking care of 10-15 other issues at the same time. He was multi-tasking between clients, employees and other duties, but at no time did he make us feel like we were number #2.
We left the store with two new phones, a renewed contract and a very, very good opinion of Verizon Wireless.
In today’s fast paced customer support environments, multi-tasking is most certainly the key to success!
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