Take Ownership

What is you reaction to these 2 different phone messages? 

1. “We are experiencing unusually heavy volume on our customer service help line. Please call back later or wait for our next available agent.”

2. “We are experiencing unusually heavy volume on our customer service help line. You can hold for our next available agent. Or you can leave a message and we’ll call you back.”

The difference is in taking ownership of the customer’s problem. 

The 1st message leaves the problem with the customer. It is likely the customer will not call back and they will complain about the lack of customer service. If they do call back and receive the same message it is highly unlikely they will ever call back. You lose a customer forever.

The 2nd tells the customer they are important and so is their problem. They are more likely to hold than in the 1st message and allow you to solve their problem.

When a customer brings a problem to your attention take ownership of it. Don’t ask the customer to take charge of the issue. You will build repeat customers. They want you to address their issues.