Customer service is the backbone of any successful business. It’s about more than just addressing the needs of your own customers; it’s also about leaving a positive impression on every interaction, even when the caller dials the wrong number.
In this blog post, we’ll explore why customer service reps should always be kind and helpful, no matter who is on the other end of the line. To illustrate this point, let me share a personal experience that taught me the value of going the extra mile.
The Wrong Number Call That Made a Difference
Recently, while manning the phone lines at my business, I received an unexpected call from what sounded like a senior citizen. The voice on the other end was polite but confused. As it turned out, she was trying to reach a completely different company and had accidentally dialed our number.
Most customer service reps might have just said, “Sorry, wrong number,” and disconnected the call. However, I saw an opportunity to make a difference, and I decided to go the extra mile.
(Full disclosure: When I was younger, and less experienced….fine, selfish, I would have been polite, but I would have simply said something like, “Best of luck” then hung up.)
There’s no virtue signaling here, just real examples and full transparency. Now let’s look at the specific steps I took to ensure she had a great experience vs continued frustration.
- Treated Her Like Our Best Customer
Instead of abruptly ending the conversation, I took a moment to listen attentively to the caller’s needs. She was looking for a specific business, and I could hear the frustration in her voice. Understanding that she was in need of help, I looked up the correct business she was trying to reach and shared the correct phone number with her.
2) Helping Beyond Expectations
But I didn’t stop there. I knew that the caller was already flustered by dialing the wrong number, and I wanted to alleviate her stress further. With her permission, I filled out the contact form on the business’s website, explaining the situation and kindly asking them to get in touch with her.
3) The Impact of Kindness and Helpfulness
To my surprise, a few days later, I received another call from her, thanking me for my assistance. She expressed her gratitude for not only providing her with the right information but also for the personal touch in reaching out to the intended business.
That simple act of kindness and helpfulness made a difference.
Now, will she end up using my business one day and put some money in my pockets? Who knows, but that’s the angle most of us are thinking about when it comes to providing great customer service….right?
That’s how I used to think.
As I’ve matured, I’ve realized that it’s about being a “good human” and doing for others what I would appreciate them doing for me. If you adopt this approach, you can never go wrong.
4) Why Every Call Matters
This experience reminded me of a valuable lesson – every call matters, even the wrong ones.
As customer service reps, you represent your businesses not only to our existing customers but also to potential ones. By treating every caller with kindness and going the extra mile, you leave a lasting impression that might lead to future opportunities.
5) Never Miss an Opportunity
You never know if that wrong number caller will end up needing your business’s services one day. By being kind and helpful, you showcase your company’s commitment to exceptional customer service and create a positive brand image.
Word-of-mouth travels fast, and your willingness to assist could lead to referrals or recommendations that you may have never anticipated.
Customer service reps hold the power to make a lasting impact on every caller they encounter, no matter the reason for the call. By being kind and helpful, we not only spread positivity but also demonstrate our dedication to customer satisfaction.
So, remember to treat every call as if it were our own customer, and let kindness be the driving force behind our actions. You never know what opportunities may arise from going the extra mile.