"CAM"?? Them, Don´t Scam Them!
Tuesday, I attended a customer service training at our in-bound call center. Even if you don´t work in a call center environment, you can use these tips. When a customer states a need, use the CAM system.
C = Clarify the question; repeat it back to them to be certain you heard it right.
A = Apprise the situation; now that you have the facts examine them, reach a conclusion, then
M = Meet the need. (Next, do something above and beyond the complainant´s expectation.)
The Golden Rule
Think of the times you´ve been a customer and had a complaint. Did the person on the other end of the telephone treat you with respect? Did he or she treat you like a human being? Be sure your employees remember that customers are human beings and should always be treated with respect. Attention cellular phone customer service reps: Please reread this paragraph!
I think, therefore I blog"?¦
Well done, University Cyclery
Up above I talked about respecting the customer. One way to do that is not to snicker when you´ve heard the same question three thousand times from three thousand customers. I´ve recently gotten into road cycling. University Cyclery staff answer my questions with respect, even though I am the newest newbie. As a result of their treatment of me, I bought a more expensive bike as well as shoes, a bike rack, and a frame pump. I could have saved money at a discount store, but I do business with them because they treat me with respect.
Surfing my blogroll I came across a post from Diana in T.I.P.S. complimenting me on my blog. She referred to it as "witty"??. That made my day. Reminds me of Sally Field´s acceptance speech when she won her Oscar, "You like me, you really like me!"?? Woo hoo! (grin) Of course, once I read the "witty"?? remark, I couldn´t think of anything witty to say.
After eating an entire bull, a mountain lion felt so good he started roaring. He kept it up until a hunter came along and shot him. The moral: When you’re full of bull, keep your mouth shut.
– Will Rogers