What’s the experience of potential customers?

by 7 Dec 2016

How good are your staff in responding to potential customer questions and issues?  My suggestion is that you pick up a telephone, call your office and ask for a service or a product.  (Do it from outside the office and using a phone which the switchboard won’t recognise).  I can guarantee that you will get some fresh insights into how your customers are handled.

If you think your voice is too recognizable then get someone else to make the phone call whilst you listen in.   Maybe get someone else to make the call for you and just listen in?

Be aware that it might be painful – But we cannot fix what we don’t know.

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