A friend of mine, Miles Austin, has created a “web tools for sales makers” website (www.fillthefunnel.com) that delivers relevant, humorous and insightful information to sales professionals. Check out today’s topic:
3 Nominations to the customer service Hall of Shame
” We are currently experiencing higher than normal call volume…”
What they are really saying is, “We are understaffed and have put our focus on other more important areas than being readily available to answer your questions and continue to earn and deserve your business. Just hang on while we find someone, somewhere that is willing to take your call.”
Or, “We want to blast a two minute commercial at you because we have you captive.”
“Please listen carefully as our options have changed.”
What they are really saying is “Pay attention stupid, stop being lazy and listen to the instructions we are giving you. We really did change our options four years ago after attending this cool phone productivity seminar, but no one remembers how to change the message.”
“This call is being recorded for training purposes.”
What they are really saying is “We are recording this call because you might not like our answers, or lack thereof, and might resort to bad language or yelling at us, demanding we get our supervisor on the phone. We need to record this so that we can cover our rear-ends if your frustration is high enough to mention my lack of knowledge or empowerment to assist you with your request to an executive with our company.”
