We'e all been there. You're at the store counter asking a question or finalizing your purchase.
Phone Customer vs Instore Customer
Then the phone rings. Without hesitation, the store assistant answers the call, and you're left hanging there.
If you're lucky, you get a brief apology "I'll t
ake the call. I won't be a moment." Sometimes the call can seem to go on forever.
The store assistant checks the phone customer's order or stock availability. How does this make you feel? How do you handle this in your own small business?
Customer Service Dilemma
It's a customer service dilemma for the store assistant as well. She can't ignore the phone call, but she doesn't want to ignore you either. What is the answer?
Rising Sun Consultants has some excellent suggestions to handle this phone customer vs instore customer service situation. These tips allow you to keep faith with both your phone and in store customers.
They say that
...being preempted by a phone call is just downright rude. We should be basking in the glow of incredible customer service, not being forced to forgive poor customer service.
Suggestions From Rising Sun Consultants
1. Hire or assign someone other than the front desk staff to answer the phone
2. Have a back up phone answering process where the call is forwarded to another staff member if not answered right away
3. Have an automated hold system
4. Have a voicemail system
Take The Call But Deal With It Later
If you are a solo operator, the above will not all apply. I would also add another option.
You could answer the phone, but politely explain to the caller that you are with a customer. Ask if you can take her details and that you'll call her back as soon as possible.
Explore Other Communication Channels
Another suggestion from me, would be to be creative about making available other channels customers can use to contact you e.g. email, SMS etc.
Which do you think is the best solution?
What has worked for you?
Hi,Yvonne. I worked in retail banking for several years back in the 90's. Back then, there were swarms of customers and the phones are ringing off the hook. We were always taught that the customer standing in front of us was the priority! Now this isn't as much of a problem with the advent of internet banking and call centers.
Posted by: Suzanne Wells | December 22, 2007 7:11 PM | Permalink to Comment