Whether taking an order for service or answering a complaint, show respect on the phone. Good or bad news should be treated equally and politely. Listening is the key to good customer relations. Lead the caller by asking fact finding questions and be sure to listen to their answers.
Respect the caller's intelligence, too. Using technical jargon is a cardinal sin. The average consumer does not wish to become an expert in the cleaning field. But, don't assume they know nothing about the business. They could have had experiences with other cleaning firms and know enough to ask relevant questions.
©Bane-Clene® Corporation 2009 Reprinting or electronically publishing this article is strictly prohibited without permission from Bane-Clene Corp.
