Advise customer service staffers not to ‘wing it’
Can your employees go too far in answering customers’ demands?
Posted: October 28, 2011
Yes, especially when they make up information or make statements they can’t verify. The aim is laudable—an immediate response—but the results can be frustrating for everyone concerned. Support each employee’s right to say, “I don’t know, but I’ll get the answer for you.” Train employees to obtain customer contact information, find the information or contact co-workers who can, and get it to the customer in a reasonable time. Truth and information is the best combination.
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