The BridgeBlog

By Nancy Friedman, President of the Telephone Doctor

If your job entails taking calls or working with unhappy, irate customers, you’ve got your work cut out for you. Employees who work with this type of situation are especially vulnerable to outbursts from customers who are going through an emotional, stressful time.

Handling this type of customer takes time and training, but it can be accomplished effectively. Here are some of the Telephone Doctor’s best techniques for turning this situation into satisfied customers.

Get Off on The Right Foot

Realize that upset angry customers are not unhappy with you, but with the situation. Don’t take a customer’s hostility personally. You are merely the rod that redirects the violent lightening. You can do a great deal to diffuse the anger before you get to the customer. How? By smiling before you answer that call. You can really “hear” a smile over the phone. It’s very difficult to be rude to someone who is warm and friendly.

Four Steps to Handling the Irate Customer

There are four basic steps to handling an irate customer; we call them our ‘ASAP’ techniques.

A

Acknowledge the person’s feelings and apologize for the inconvenience the customer has encountered. Make an effort to be sincere. In today’s impersonal society, it’s incredibly rare to hear the words, “I’m sorry that happened. Let me get the ball rolling to fix it.” Those are MAGIC words. You’ll probably spend about 80 percent of your time massaging the caller’s feelings and 20 percent actually solving the problem.

S

Sympathize and empathize with the caller. Phrases like “I can understand why you’re upset” can help soothe ruffled feathers. Pretend it’s you calling. Then get busy solving the problem.

A

Accept 100 percent responsibility for the call. OWN IT. This is probably the toughest part. Chances are excellent that you had nothing to do with the problem. However, it’s your job to take the responsibility and help initiate a solution.

P

Prepare to help. Begin by re-introducing yourself – callers don’t usually remember your name. State that you will be able to help. Use the caller’s name, if possible. This helps to diffuse anger. A willing attitude is essential, because if the caller senses insincerity or indifference, it will cause them to stay angry. It’s exasperating to file a complaint with someone who obviously doesn’t care.

Excuses – When to Use Them

NEVER. Never make an excuse to a complaining caller. No one wants to hear “The computer is down” or “I’m the only one here.” That is your problem, not the caller’s problem. When you give an excuse, the caller automatically hears “I’m not going to help you.”

Transferring Calls

Sometimes you’re not able to solve the problem on the spot. Many times you need more information from another department. Perhaps the call needs to be handled by another person. Although these are legitimate courses of action, they usually upset your caller all over again.

If you need more information, TELL the caller. Ask them if they’re able to hold while you obtain it, or would they prefer a call back. “Joe, I need to check with our claims department in order to answer your question. It will take two or three minutes, are you able to hold/wait while I check?” Avoid untrue, frustrating phrases like “Hold on a second.” Nothing takes a second.

If you need to transfer a caller, if you can, let them know the name of the person they’ll be speaking with. It’s also good to explain a reason why you’re bringing in a third party. “Joe, Mrs. Smith in our claims department is the real expert in resolving your type of situation. May I transfer you directly to her?”

For more customer service tips, explore BridgeFront’s Customer Communications online education. Visit our website at www.bridgefront.com, send an email to info@bridgefront.com or call 1-866-447-2211.

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Reprinted with permission of Telephone Doctor Customer Service Training, St. Louis, MO. Nancy Friedman, president, is a featured speaker at association and corporate meetings. She has appeared on OPRAH, The Today Show, CNN, FOX News, Good Morning America, CBS This Morning and many others and has written articles for USA Today and the Wall Street Journal. For more information, log on to www.telephonedoctor.com or call 314-291-1012.

By Nancy Friedman, Telephone Doctor Customer Service Training

It never fails. When management is asked to name one characteristic they’d like to see in an employee, overwhelmingly it’s always OWNERSHIP; to take responsibility.

Certainly, there are other traits they’d like to see, but without fail OWNERSHIP wins. When we talk about “what does ownership mean to you” there are several answers. To make it easy, we’ve taken the word OWNERSHIP and labeled a thought to each letter.

O
Operate as though it’s your business. Take responsibility. There’s no, “It’s not my job” in ownership. There’s only, “I will help you.”

W
Walk in the customer’s shoes. That’s the best way to be sure you understand what’s going on and to help. Pretend it’s you calling in and needing the assistance. What if this happened to you?

N
Never say “NO.” That’s right; even when you’re not able to help or even when the situation is hopeless (and let’s hope it never gets to that). The word NO is offensive, abrupt, unfriendly, overused and tired. There are dozens of positive alternatives we can use to let the customer down gently. To offer a few: “I wish we could” or “Let me double check on that” or “I’m going to take some time and see if we can work this out.” Bottom line, offering NO at the top of your conversation is useless.

E
Empowerment is strength. Having employees empowered to assist by themselves is a strong motivation to do well. The worst they can do is make one mistake; normally, easily corrected and move forward. Empower your employees!

R
Resolution. Sticking with the issue until it is solved. No matter how many phone calls, how many times we re-check something; it’s not over till it’s fixed. Resolved! The mentality needs to be, “Your issues are our issues.”

S
Sending confirmation of the resolution. This is so important. If something gets fixed or resolved and the customer isn’t made aware of it, they can still be upset. The other day we were to have been issued a credit from an airline. We never heard from them. After a third call from my husband to the airline, we were told, “Oh, that credit was on your bill a few months ago.” But, no one bothered to let us know it was coming or that it had been done. Send confirmation or call! Then close the issue.

H
Happiness is key. Happy people love to help. That’s a fact. Your customers love to be helped by happy people. That’s another fact. They can even make the bitter better. (Say that three times fast!) Walk into your job HAPPY.

I
Integrity. This is non-negotiable. Having integrity is a huge part of ownership. Do what is right ALL the time. And remember, having the right to do it doesn’t always ‘make it right.’ Integrity!

P
Personal commitment. Each and every person helping a customer needs to make their own personal commitment that they will take ownership. No more, “It’s not my job.” No more, “I wasn’t here when it happened.” No more, “I don’t know anything about it.”

What does ownership mean to you? Let us know by commenting on this article or send a message on Twitter to @bridgefront.

For more customer service tips, explore BridgeFront’s Customer Communications online education. Visit our website at www.bridgefront.com, send an email to info@bridgefront.com or call 1-866-447-2211.

Reprinted with permission of Telephone Doctor Customer Service Training, St. Louis, MO. Nancy Friedman, president, is a featured speaker at association and corporate meetings. She has appeared on OPRAH, The Today Show, CNN, FOX News, Good Morning America, CBS This Morning and many others and has written articles for USA Today and the Wall Street Journal. For more information, log on to www.telephonedoctor.com or call 314-291-1012.

By Lorraine Schnelle, Co-Founder & EVP of BridgeFront

Improving the total patient experience is on the agenda of most healthcare organizations today. A newly published whitepaper suggests that customer service—throughout the revenue cycle—plays a vital role in the patient experience.

According to the whitepaper, The Revenue Cycle: An Essential Component in Improving Patient Experience by The Beryl Institute, good customer service—at each step of the revenue cycle process—is often more recognized by patients than quality healthcare; and good customer service often leads to increased patient satisfaction.

A typical revenue cycle in healthcare includes coding, insurance verification, third-party payers, financial counseling, billing, payment, or follow-up and collection. The whitepaper suggests that every step of the revenue process impacts the patient experience—beginning with the patient’s first interaction with the organization in scheduling his/her appointment, to discharge and communications with the finance department.

Here are four suggestions, noted in the whitepaper, for healthcare organizations to improve customer service at every step of the revenue cycle process:

1. Establish patient loyalty as an organization-wide goal
2. Educate employees on the new initiative
3. Train employees on essential interpersonal and soft skills
4. Ensure outsourced business providers also understand the new goals

The whitepaper’s research stems from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) annual survey. The HCAHPS survey is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care.

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BridgeFront is a leading provider of revenue cycle and customer service online education. For more information on BridgeFront, go to www.bridgefront.com. If you have specific questions, please contact us directly. Send an email to info@bridgefront.com or call (866) 447-2211.

By Kent Lane, COO of BridgeFront

Companies with new products generally lack good customer support at the beginning of their product launch. However, when you find a product and company that does break the mold, you should shout about it—and ’shouting’ is what the new company Yard Rents just did.

Yard Rents is a new business in the Portland area. Essentially, they’re an outdoor and indoor equipment rental company that delivers and picks up what you need, when you want it and where you need it. Simply go online, select what you need and then ‘presto’ there they are with a van full of what you ordered.

This company is a perfect merger of internet freedom plus real live customer service. Upon delivery, they helped connect the equipment, instruct me on the usage, test the starting of the engine … and even made sure that I was wearing the right safety devices.

“Holly paradigm shift Batman!” (If you are old enough to remember the TV series Batman and Robin, you enjoyed that quote … if not old enough, sorry.)

These guys have taken the aloof sense of the internet and personalized it to the point where I feel as connected to them as I do any brick and mortar company I do business with. No more will I haunt rental companies, stand in their lines, and tout heavy equipment around … never again. Just point click and open the front door to a smiling, knowledgeable Yard Rents team member.

See them at www.yardrents.com (Portland, Oregon area only for now).

And … while you’re in the learning mood, take a look at your customer service departments. Would someone ’shout’ about them? One look and you may see a cross section of employees that certainly know how to communicate electronically…but can they successfully communicate to your patients and clients?

Give them the training they need to become ambassadors of your organization.  Our ‘Communicating with Customers’ e-learning series will transform any text’er to a successful verbal communicator. Courses are about 20 minutes each, and include real-life experiences and expert tips to handle any situation. Act today; take a look online and then call us at (866) 447-2211. Mention this blog post and get an additional 5% off.

By Nancy Friedman, the Telephone Doctor

We hear what bugs people a lot in customer service – and often. One of the most common compliants we’ve heard recently is that we’re told “no problem” from those serving us on the phone or in-person. Instead of a genuine “thank you” or something else that might be more appropriate, some insist on saying “no problem.”

When a customer is asking for something, most would rather hear, “I’ll be happy to get that for you” instead of “no problem.”

Did you ever wonder where the expression “no problem” came from? Ever been on a cruise? Well if you have, you know that if you wanted six more desserts, the waiter will tell you, “No problem.” In fact, everyone seems to be saying “no problem” everywhere on the ship for just about everything.

And, when you come down to it, it’s not a terrible thing to say to someone. Now, there are those that don’t find it offensive; however, it seems as though there are many more who do! It’s not a dirty word. It’s not a swear word. It is, however, an inappropriate word. It started in the islands and made its way to our country.

So today, we’re concentrating on eliminating “no problem” and sharing a few other phrases that are more “customer friendly.” Try using words that turn people on instead of turning them off. Example: The other day in a restaurant, I asked for some water without ice. And I got the old, “No problem.” The person with me asked, “Why would requesting water without ice be a problem?” I was used to the expression so I didn’t give it too much thought.

A more appropriate answer to my request might have been, “Certainly. I will get that for you.” Or, even mirroring my request like, “Water with no ice? My pleasure.”

So, when you are tempted to offer up a “no problem,” it is best you remember the public would like a genuine and simple “thank you.” Now why is that a problem?

Reprinted with permission of Telephone Doctor Customer Service Training, St. Louis, MO. Nancy Friedman, president, is a featured speaker at association and corporate meetings. She has appeared on OPRAH, The Today Show, CNN, FOX News, Good Morning America, CBS This Morning and many others and has written articles for USA Today and the Wall Street Journal. For more information, log on to www.telephonedoctor.com or call 314-291-1012.

For more customer service tips, explore BridgeFront’s Communication Skills e-learning. Visit our website at www.bridgefront.com, send an email to info@bridgefront.com or call 1-866-447-2211.

By Nancy Friedman, the Telephone Doctor

When you take the “friendly” out of “Business Friendly” all you have left is business – business as usual; now, we all know that’s just not good enough.

Being “Business Friendly” is for all touch points of customer service. Any way you touch or reach out to your customers on the phone, in person, by email, voicemail, fax or snail mail, we need to be Business Friendly.

You may be asking yourself, “What the heck is Business Friendly’?” Well, it’s the middle ground between being too cold, impersonal, and uncaring, and the other extreme of being too overly familiar. We’ve all experienced both I’m sure.

Here are the five points in delivering Business Friendly customer service.

#1 Every Call is Unique – Don’t Become Desensitized

The customer transaction you have at the end of the day needs to be as upbeat and helpful as the first one of the day. Often times we get the same questions over and over, and it’s easy to become desensitized. We need to remember that to the customer, their question is new to them; and it’s the first time for them, no matter the time of day.

#2 Solve the Problem – Don’t Argue

You know the old saying: “the customer is always right.” Well, at Telephone Doctor we’ve changed that around to “the customer thinks they’re always right” and that’s the perception we need to deal with. There are indeed times when the customer is wrong and we as service specialists know and realize it. What value is it to tell them: “Oh Mr. Jones, you are WRONG.” None is there? So focus on the problem; don’t worry about whose fault it is. There is zero value in arguing with a customer. You will lose every  time. Focus on solving the problem.

#3 Show Empathy – Don’t Ignore What The Customer Says

The other day, I called a company and explained that a product they sold me wasn’t operating properly. The answer from the company representative? “Oh, OK.” AGGGGGG. That drives me crazy. First of all, it’s NOT OK that the product wasn’t working right. And secondly, where was the empathy? Where was some sort of acknowledgement that they indeed heard what I was calling about. You can have empathy in happy and good things, too. Empathy isn’t only for disasters and bad times. You can join in when someone mentions a birthday, a vacation, a wedding, or anything that is happy. Point is, don’t ignore what they say. COMMENT on it.

#4 Smile

Yup, the customer can hear it. We all know that. And since we all know that, we all need to do it. And by the way, smiling is showing your teeth. If your teeth aren’t showing, you’re only grinning – not smiling. Grins can’t be heard!

#5 Avoid Emotional Leakage

What? Okay, what’s emotional leakage, Nancy? Well, that’s getting mad at Peter and taking it out on Paul. Not right, not fun and not fair. It is wrong to take a negative thought or emotion about one person and transfer it to another. Here’s how to avoid emotional leakage immediately:

1. Take a deep breath

2. Regain your professional composure

3. Smile (Even if it’s phony)

4. Then start the transaction

Being Business Friendly will make a huge difference in customer satisfaction. Don’t be cool and aloof and don’t get too familiar; be the middle ground and deliver Business Friendly customer service.

Reprinted with permission of Telephone Doctor Customer Service Training, St. Louis, MO. Nancy Friedman, president, is a featured speaker at association and corporate meetings. She has appeared on OPRAH, The Today Show, CNN, FOX News, Good Morning America, CBS This Morning and many others and has written articles for USA Today and the Wall Street Journal. For more information, log on to www.telephonedoctor.com or call 314-291-1012.

For more customer service tips, explore BridgeFront’s Communication Skills e-learning. Visit our website at www.bridgefront.com, send an email to info@bridgefront.com or call 1-866-447-2211.

By Nancy Friedman, the Telephone Doctor

We all know we’ve left companies due to poor service; and we know, too, there are more than five unforgivable customer service mistakes. This list is a summary from the many emails and comments I receive over the years.

While it’s all common sense—we know common sense is not all that common. So I continue to share this information in the hopes we can make some inroads around the world.

1. Not being friendly enough

Without exception, this is the number one customer service mistake. Customers should be treated as welcomed guests when they call or visit your business. As we’ve all experienced, sometimes we’re treated as an annoyance or an interruption. Remember the Telephone Doctor motto: “Be friendly before you know who it is.”

2. Poor eye contact

Heads that twirl on a spindle while working with a customer are a big mistake. It’s a sure sign the person you’re talking with isn’t holding your interest when you’re glancing around and they will notice it very quickly.

3. Talking with co-workers and ignoring or not acknowledging the customer

This customer service mistake unfortunately happens a lot. Drop the internal conversation as soon as you see the customer. While talking with a customer on the phone, it’s a big no-no to continue your conversation with someone in the office.

4. Being rude

No one thinks he or she is being rude; certainly not on purpose. However, the customer can perceive many things you do as rude. And as they say, “perception is reality.”

5. Poor product knowledge

When working with a customer, if you’re not familiar with the products and services your business offers, you’ll be making a big mistake. Take the time to learn about your company. Customers don’t care if you’re new, working on a temporary assignment, or if it’s not your department. All they want is help and information. Ask to be trained. Ask for more information from your company.

Again, there are certainly more than five unforgivable customer service mistakes. However, these consistently keep rising to the top when I speak at conferences so I feel they are very important.

Based on how much business is lost due to poor service, if we can combat just these five mistakes we’ll be on our way to much better service. Post this list where your folks can see them; have a meeting to discuss them; talk about how to avoid them. It’s all doable!

Reprinted with permission of Telephone Doctor Customer Service Training, St. Louis, MO. Nancy Friedman, president, is a featured speaker at association and corporate meetings. She has appeared on OPRAH, The Today Show, CNN, FOX News, Good Morning America, CBS This Morning and many others and has written articles for USA Today and the Wall Street Journal. For more information, log on to www.telephonedoctor.com or call 314-291-1012.

For more customer service tips; explore BridgeFront’s Communication Skills e-learning. Visit our website at www.bridgefront.com, send an email to info@bridgefront.com or call 866-447-2211.

By Nancy Friedman, President of Telephone Doctor Customer Service Training

• “Gee, I’m so sorry.”
• “Sorry ’bout that.”
• “My apologies, I didn’t mean to.”

There are probably dozens of ways to apologize and many more ways of accepting one. How important is an apology? Why do we apologize? And what words seem to work better than others?

You get the picture. When you look up the word APOLOGY, it reads:

To express or make an apology; acknowledging failings or faults.

And the words I’m sorry and I apologize are NOT always interchangeable. Example: A parent passes away and we normally say:

I’m so sorry to hear about your loss.

“I apologize your father passed away” just doesn’t seem right. However, both can be easily used in an apology; to acknowledge a failing or fault.

When you bump into someone at the mall, instinctively, most of us say, “Oh I’m so sorry” or you could say, “I apologize, I wasn’t watching where I was going.” In this case they’re interchangeable. Think for a moment what you’re thinking when someone does bump into you and they don’t apologize? Hmmmm?

On a recent bumpy flight the pilot came on and said: “I apologize for the bumpy flight.” He also could have said, “Sorry folks, for the bumpy flight.” Again, ‘interchangeable.’

Apologies in Business vs. Personal

Seems as though personal apologies might be a little easier than a business apology. In my opinion, that’s because we normally know the person fairly well in the personal setting and can figure out what to say and do a little easier. And often we can even send candy, flowers or something else in a bribery fashion so to speak.

However, when something happens in a business setting and the customer is IRATE and is in need of an apology, that’s a different story. In many cases we don’t get to meet all of our customers and if we do it’s normally on a pretty limited basis. Most of the time it’s a phone call. And then, of course, even if we are more familiar with the business customer, where is that line in the sand? Dare we cross over it?

For an apology in the business arena, we suggest using the word APOLOGIZE. It’s a classier word; raises the bar. To just be ’sorry’ for something can easily diminish the effectiveness of the apology.

“Mr. Smith, I apologize for sending the wrong invoice. That’s got to be very frustrating.”

To simply push it away with, “Sorry about sending the wrong invoice” takes the sensitivity and meaningfulness away.

And what if you’re not wrong and the customer still perceives you as wrong? Do you still need to apologize? Of course you do. It doesn’t matter if you’re right or wrong. When the customer perceives you’re wrong, you’re wrong.

And for those who say “the customer is always right,” we ask you to change that to the mentality we use, “the customer always thinks they’re right.” And that’s the perception we need to deal with.

Timing of Apology

The immediacy of an apology is key. Whichever you use, I’m sorry or I apologize, do not delay. The sooner those words are used, the closer they are to the happening, the more effective they are.

Don’t wait to say I’m sorry or I apologize. They’re like please and thank you. Important and very relevant.

Easy Rule of Thumb to Remember

You’re SORRY when you step on someone’s toes. (A human emotion)

We APOLOGIZE when the customer is unhappy. He perceives we have done something wrong; we failed. (An incident)

Ineffective Apologies

You hear it all the time, “Sorry ’bout that.” That’s a cliché;  not an apology. Lose it.  Say it fully: “I’m sorry I gave you the wrong change.” Sorry ’bout that doesn’t cut it.

Reprinted with permission of Telephone Doctor Customer Service Training, St. Louis, MO. Nancy Friedman, president, is a featured speaker at association and corporate meetings. She has appeared on OPRAH, The Today Show, CNN, FOX News, Good Morning America, CBS This Morning and many others and has written articles for USA Today and the Wall Street Journal. For more information, log on to www.telephonedoctor.com or call 314-291-1012.

For more customer service tips; explore BridgeFront’s Communication Skills e-learning courses. Visit our website at www.bridgefront.com, send an email to info@bridgefront.com or call 866-447-2211.

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!

Is your organization armed and ready with the right skills to offer the support your clients deserve?  BridgeFront’s new library of Customer Communication Skills courses will guide your staff – whether they are new to customer support or a veteran – in successfully communicating with customers, patients and even co-workers.

Click here for details on BridgeFront’s customer service and communication skills online course library. Or contact us directly by sending an email to info@bridgefront.com or call 866-447-2211.

On my past few posts, I’ve pointed out some good customer service…now let’s look at the impact of a negative case.

The Story

I took my car in for repair at a Jeep dealership in Wilsonville, Oregon. Not having been at that dealership before, I stumbled my way toward the service area. With no signs to lead the way, I asked someone where the car check-in was, he pointed to a lady behind a sliding glass door. Knocking on the door, the lady pointed at another door for me to enter through, which I did. I stood at the desk for 3 minutes while she was busy typing on her computer. Not looking up she mumbled something about finishing what she was doing. I waited.

Finally, she looked up and asked for my name and problem. I explained that my Bluetooth radio was not working. She immediately asked for my phone’s model number (now, how in the heck would I know that?). I handed her the phone and she tore off the back of the phone (without asking me) to get the model number. Looking at a list, she told me it was not supported. I was armed with the list myself and pointed out that it was supported. She mumbled again.

Next, after filling out two forms and not uttering a word to me, she walked out of the room. Not sure if I should follow…so I did. She got in my car, hung a sign on the mirror and started to walk away. I asked if that was all and she indignantly said, “You have to sign the work order,” and walked away. I followed, signed the document and then left.

Now, I am just waiting for the news…guessing the dealer will call and say either the phone is not supported, not working or that they couldn’t find anything wrong.

The Financial Aftermath

So what are the side effects of this encounter? Well, if you are thinking about a new car, you will certainly not go to Wilsonville to buy a Jeep. If you are thinking about a Jeep, you will certainly think twice about it. If you have 10 friends, you will tell them … and if they have 10 friends … and so on.

Me?  Personally will call another dealer for the service to be performed, and when in the market for a new car, I will certainly avoid the Jeep dealership in Wilsonville, Oregon.

If you add all of that up, it could count for hundreds of thousands of dollars in lost business. The dealership will not even know it, but if they cared they would have taken care of their clients in the first place.

By the Way

There was also a puddle of water on the floor of the car when I took it in for service … after 10 days the car was taken apart and re-assembled with the promise that it is fixed.  So my new car stinks now, might or might not leak anymore and still does not have a phone that works.  Customer service is dead in Wilsonville, Oregon.

There’s More – This Posted by the Dealership

This comment was posted by someone at the dealership (reverse IP addresses tell us that).  It is hard to believe that a dealership employs people with this type of attitude toward clients.  Oh, if you look at www.jeep.com there is a listing of phones that ‘work’ with their Blue Tooth … the phone in question is on the list, so the author of the comment is wrong, again.

In response to your lack of knowledge concerning your vehicle, the Chrysler site for looking up your compatability will tell you whether or not your phone will work with the system based on PHONE COMPANY and PHONE MODEL, and if you don’t know what type of phone you have, well shame on you maybe you shouldn’t have one. Relying on the cell phone company specifically the sales person WHO SOLD YOU THE PHONE to say that the phone will work is just plain ignorant on your part. It is always easier to place blame on something not functioning correctly on the manufacturer rather than the consumer not reading and understanding the systems on your vehicle. I have been at the dealership many times and had no problem finding my way around, all you have to do is lift your head up and read the signs that direct you both inside and out.

BridgeFront’s ‘Communicating with Customers’ Education

BridgeFront offers an extensive library of courses on communicating with customers. Customer-facing staff members have seen an entirely new set of challenges in dealing with clients and patients – including cell phones, texting, email and instant messaging. In today’s fast-paced environment it’s critical to arm customer-facing staff members with the necessary skills to respond and resolve issues quickly and professionally.

For more information visit, www.BridgeFront.com, call 866-447-2211 or send an email to info@bridgefront.com.