Tonight I had a customer whose first comment after verifying her account was "I had a 1-3 appointment today. The tech was late and I was told he'd arrive at 4, and then at 6, and then at 7, and it's now 7:30 and I haven't heard anything from him. I'd like to know when he'll be here and I don't want to have to pay for this install. I don't mind holding if you need to ask your supervisor about that." So, I put her on hold for five minutes, played some rummy with my coworker, then came back and gave her a free install and a promise I'd call back after I got in contact with the tech, which I did.
She was pretty much my ideal customer: polite without being sacharine, direct about what she wanted, and she had a reasonable request. It didn't hurt that she all but requested to wait on hold, had a super cute voice, and bought an upgrade worth a $5 commission later on in the call, but she would have rocked without any of those.
She didn't demand something stupid ("I want a year of credit!!!!"), tell me her sob story ("I have 12 kids and they have done nothing but watch TV their whole lives so are functionally illiterate and unable to use a DVD player or videogame system so I need service now!"), force me to give her an emotional response ("Now, how would you feel in this situation?"), yell things I didn't really care about ("I've been a customer for 300 years!"), take ten minutes to reveal what she was calling about, or any other sort of annoying crap that customers pull.
What's your ideal customer like?
She was pretty much my ideal customer: polite without being sacharine, direct about what she wanted, and she had a reasonable request. It didn't hurt that she all but requested to wait on hold, had a super cute voice, and bought an upgrade worth a $5 commission later on in the call, but she would have rocked without any of those.
She didn't demand something stupid ("I want a year of credit!!!!"), tell me her sob story ("I have 12 kids and they have done nothing but watch TV their whole lives so are functionally illiterate and unable to use a DVD player or videogame system so I need service now!"), force me to give her an emotional response ("Now, how would you feel in this situation?"), yell things I didn't really care about ("I've been a customer for 300 years!"), take ten minutes to reveal what she was calling about, or any other sort of annoying crap that customers pull.
What's your ideal customer like?
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