7 Finishing Touches for Your Customer Service Strategy

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Be great on the phone

Consider outsourcing to a call center.
"As soon as the telephone rings three times, you are beginning to build distrust in your callers," said Leonardo Inghilleri, co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. "If you don't answer the phone promptly, I don't know what you can do well. Your hold time—no more than 30 seconds. Abandoned calls—the moment you hit 10 percent, you are losing business."
Make lists of phrases deemed acceptable and—more important—unacceptable. Every business must adopt its own "style of service."