Customer service is an interesting aspect of any business. Whether you call it inside sales or customer care, your frontline employee may have the most difficult job in the company. Do you find that your most difficult customers and situations are handled by your least trained and lowest paid employees first? Have you ever cringed when listening to one of your frontline people on the phone? Do you find your staff to be too strict with the policies or too loose?
I recently interviewed Anne MacKeigan, Sandler trainer and author of the Sandler book, Customer Service the Sandler Way, on the how to succeed podcast about how to succeed at customer service. Anne wrote 48 rules for Strategic Customer Care, and here are a few of my favorites.