Great Phone Service

I know that when we look at customer service, it's very easy to take note of poor service and sometimes difficult to recognise good service.

I'm in the process of buying a new car at the moment and amongst a number of companies that weren't replying to emails and phone calls, there was one mechanic that was excellent with their responses. I was just calling to get quotes for some work that may be required, and one business answered promptly and one of their (non-mechanic) staff were able to provide a quote, let me know all the information I needed and suggest a time to book it in. Since everything lined up, it just made sense to book it in and if I buy this car, they've earned $3,000 for a simple phone call. I'm still waiting for return phone calls from other companies...

I also needed to call a technical help desk to reset our TV today. The steps in the manual weren't working, so I was ready to throw the remote at it (my technical skills aren't very high), but I thought that I'd give the customer service line a call. The gentleman on the phone was able to clearly step me through what was required and resolved the issue very promptly.

In many businesses electronic communication is a great asset that can help improve revenues. However, they do also create a higher sense of expectation with the customer as many users will simply assume that if it's electronic communication it should be immediate. Being able to respond promptly to phone calls as in these cases goes a long way to ensuring that you meet the customer's expectations.