The Virtual section addresses the importance of customer communication via voice mail and e-mail. It is important for customers to feel welcome leaving voice mail and e-mail messages, knowing that they will get a prompt response. Messages should only be left on your voice mail when you are away from your desk. If you are at your desk, then you should pick up the phone. As Coscia explains, “To reap the productivity benefits of voice mail, you must make callers feel comfortable about leaving you a voice mail message. Callers feel most comfortable when they believe, by past experience, that their call will be returned.”
If your company has a history of not returning calls, the customers will be discouraged from ever leaving any future messages which can lead to the loss of their patronage. Debby Allmon, CR, Vice President of Schloegel Design Remodel in Kansas City, MO, and the project managers each have their own BlackBerry so that e-mail messages are quickly delivered. “Our design consultants are with the project and the client from the initial contact through the final walk through,” says Allmon. “We want each of our clients to be a part of the Schloegel Customer Experience.”
The bottom line is that improving your customer service skills will improve customer satisfaction, which will improve customer retention. By being educated on how to work efficiently with customers, relationships will be strengthened and trust will be established, which will give your company the competitive edge it needs to succeed in today’s marketplace.