Author: Micheal Cummings
Date: 22:58:34 11/25/99
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On November 25, 1999 at 22:25:09, Steven Schwartz wrote: >On November 25, 1999 at 18:18:45, alfred palang wrote: > >>ICD is a good place to buy online chessprograms.The person described in the >>previous postings might be a new employee or someone not assigned to handle such >>calls but it sounded very much that the person answering the phone was trying >>his best to help. I find no offense with that person because he could have >>answered the phone saying call back because he's busy mopping the floor! instead >>he choosed to help. I think I talked to this guy when I was inquiring about >>shredder 4 and he seemed amiable and tried his best to help.I called ICD >>numerous times and every time had been satisfied with the staff. There is a >>saying: "You can't please everybody", and I agree with this statement >>wholeheartedly because my job entails me to deal with people everyday and my >>experience tells me so ..thanks..Alfred > >Thanks, Alfred. >You hit the nail on the head. >Christmas came really early for us this year. >We rushed to hire extra people to pick up the slack because we >refuse to give in and start voice mail or implement some announcement >like, "We really appreciate your business so please stay on the line and we >will be with you in four hours." > >I think you are speaking of Scott. He is a nice kid and very smart, but >he is still learning about chess software (so am I for that matter). >The email is always answered by our software people. The phones >are answered by whomever is available at the time. Just ask for a >software person next time you call. >- Steve (ICD/Your Move) Steve easy fix, just tell the new staff to tell the person to hold while they go get someone who can help them. Years ago, I worked in an office, and being new, got a call, but instead of putting them on hold I just told my boss near me the line and who was calling and what they wanted. Little did I know that the person on the phone was a important client but also a pain, and on the way to answering the phone my boss let out to me what she thought of the person on the phone, and the client heard all this. The moral of my story is staff training at the start in relation to handling clients is very important. That way little misunderstandings which can happen become less. And also never use a recorded holding message saying how great you are, how great your service is and how fast you get things done, when you keep them on hold for a long time. Try dealing with a client who paid for a three day turnaround on testing of samples only not to get them when he was suppose too. Try explaining to them how their $80,000 cannot get what they paid for when unforseen things happen. Oh the joy of client services, they were the days :) Onya steve, can only get better with Christmas comming, or is that worse ?
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