You’d think that leaving your phone number for a customer to call you back would be an automatic thing. At least I always did. But when I became a manager and had the opportunity to actually listen to associate’s calls, I was amazed at how many neglected to do this on a regular basis.
Some of you may be thinking, “What’s the big deal? I know they won’t need to talk to me again?” Or – “They’re not even my customer. I already have enough people to deal with!”
Guess what? You’re in the customer service business. Any and all customers are YOUR customers. And even if it’s not your responsibility to help them, it IS your responsibility to help them, because they’re now talking to you.
It goes back to the last post I wrote (Should the Customer’s Problem be Your Problem?) regarding “Accepting Responsibility”. If you’re unclear on that subject, I recommend you go back and read the post now.
In the meantime, here are some of the common reasons you want to always give the customer your number before they hang up:
• They might have forgotten to ask you something
• They might need more information
• They might lose the other numbers you gave to help them
• They like you better than the salesperson
• They like you better then their regular representative
• They know you will help them
Now, if customer calls you, it seems a no-brainer that they already have your number. However, while the call may have come directly to you, it’s possible the customer was transferred by someone else. The best thing to do in that case is to simply ask the customer, “You’ve got my number, correct?” – Then give it to them if they don’t.
By giving your number, you’re assuring them that you are there for them and their needs. It’s a simple reassurance that they have someone who knows them and knows their problem in case they need to seek further assistance. It helps ease the customer’s mind and reduces frustration when they know they don’t have to start all over again with someone new. Bottom line, it’s simply good service.
And if it turns out that you are the one who will be contacting the customer back, make sure you give them a specific time frame when you’ll be doing so. Whether you tell them you’ll be calling in one hour, three hours, at the end of the business day, or by tomorrow – it doesn’t matter. It’s important the customer have an idea of when you’re going to call back so they’re not sitting around wondering if you will ever call them back.
When you give them a time frame, be sure it’s reasonable and you stick to it. The worst thing you can do to in the eyes of the customer is not live up to the expectations you set for them. Even if you don’t have an answer for them, it’s important you still call them to at least give them an update on what you’ve done so far. And when you do – be sure to leave them your number.
