I was watching an episode of one of my all-time favorite TV shows, Boy Meets World, the other day with my wife. The two main characters, Cory and Shawn, get internships at this company working in the mailroom. One day they are delivering mail on the floor where all of the company's executive officers' offices are located and they walk by a phone that's ringing. Shawn stops to answer the phone and Cory tries to talk him out of it. Shawn replies: "I may not know much about business, but I know that when the phone rings you answer it." After that Shawn gets appointed to be an assistant to one of the vice-presidents. As I watched this episode I realized that most of the time customer service really is that simple, just pick up the phone when it rings. We should be polite and helpful when we answer the phone but it all starts with answering it. Customer service associates can be trained by world-class professionals how to answer the phone but if it rings and goes unanswered all of the training was a waste. WE MUST ANSWER THE PHONE WHEN IT RINGS. It's that simple and is where it all starts.
The episode of Boy Meets World continues with Cory working in the mailroom bitter that Shawn was promoted. He looks at his supervisor, Phil (who appears to be in his 70's), and the following interchange occurs:
Cory: "I don't get it Phil, all he did was pick up the phone."
Phil: "Was it ringing?"
Cory: "Yeah."
Phil: "He's a smart kid."
That really was a smart move. Let's follow suit and answer the phone when it rings.
(the above mentioned episode is "Boy Meets World," Season 5, Episode 9)
Friday, July 9, 2010
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Unless Bill is at work, he hardly ever answers his phone...Not when I call, he knows better to answer when I call. But when other people call, he doesn't like to answer. It drives me nuts because I think it's kind of rude. (Granted the person on the other line has no clue if you're busy or what not...) It's a little OCD in me that for some reason won't go away :)
ReplyDeleteBut thinking about customer service...it's the places that take me in a automated circle of pushing "one if you want...push two if you want..." It drives me nuts! I just want to talk to a human. Is that too much to ask?