Скачать или смотреть Customer Service Tip: Making Customers Wait

Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert.

Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken shares the importance of not making customers wait.

I hate to make clients wait. Whether they are waiting for product, service, a return phone call, etc., it doesn't matter. Clients don't like to wait, and we know it. But, sometimes they just have to. So here is a simple concept: If you have to make them wait, let them know how long! Then under-promise and over-deliver. What that means is that you tell them how long it will be, which creates an expectation, and then exceed the expectation. When was the last time you went to your doctor's office and he/she was on time? Sometimes it happens that they call your name right away. You get all excited and then they put you in a room and tell you the doctor will be with you in a few minutes. That few minutes - I think a few is three to five- turns into ten, fifteen and maybe twenty minutes. You wonder if anybody remembers putting you in the room at all. Wouldn't be nice if you showed up a few minutes early and the receptionist said, "I'm glad you are here. The doctor is running ahead of schedule and will see you right away." Disney is an expert at managing the "wait." At most Disney theme parks there are lines, and they are usually long. There is usually a Disney cast member, that is what they call their employees, standing at the end of the line helping to direct “traffic." When you ask them how long the line is, they give you an estimate. When you finally do get to the front of the line you will usually notice that it wasn't quite as long as you were told. If they told you fifteen minutes, it probably only took ten or twelve minutes. You are usually happy that the wait wasn't as long as you thought. Disney makes an art of this concept. So, if you have to make a customer wait for any reason, let them know how long. Then, don't just meet the expectation, exceed it!

To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees.

For information about customer service training go to http://www.TheCustomerFocus.com.