If you’re like me, you cannot stand that dreaded phone call you seem to get when you first sit down at your desk on a Monday morning. You’ve yet to sip your coffee, heck you probably haven’t even removed your coat. The last place you really want to be right now is sitting in a cold, dreary office away from the comfort of your warm, cozy bed.
“RING RING”
“Hello” you say.
“Hi my name is Kristin with EMA” you hear in an almost annoyingly chipper voice
Your head drops in disgust. How can this person be so happy so early on a Monday morning; sickening actually? You respond with a terse “can I help you”; all the while thinking of an out, anything to just get this girl off the phone. She begins her “speech”.
“Hi Tom, I’m calling with EMA and I wanted to thank you for your recent repair business. Our technicians recently repaired a Robicon Perfect Harmony VFD for you. This is just a courtesy call to make sure you were completely satisfied with the repair.”
At first, you are shocked that someone isn’t trying to make you buy something. Secondly, did she just say thank you and ask if I was happy with the service?
Unfortunately, bad customer service has become so commonplace that consumers have become desensitized to it. I have experienced so many petulant, dispassionate customer service representatives that I’ve lost count.
Because of my experience, I make sure to treat every customer that I deal with, with the utmost respect and attention. Treat others the way you want to be treated; it’s that simple. Yes, I’m actually calling to make sure that you’re happy with the service we provided to you. Yes, I’m calling to thank you for your business. Shocking? Well, it shouldn’t be. This should be customary in all businesses. Unfortunately, it is not.
Here at EMA, we strive to make sure every customer understands how important they are to our company. With the economy fluctuating the way it has recently, we are thankful and appreciative to all of our customers for our continued success. The reason we are still thriving is because of our loyal customers, so saying “thank you” to them seems pretty straightforward.
Not everyone who is calling you early Monday morning is that pushy salesperson trying to sell you the next best gadget. You never know, it may just be me calling to say hi and thank you.
Kristin Burdick
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Kristin Burdick is one of our customer service people, and many of our customers have told us how much they enjoy talking with her. Kristin lives in upstate New York, and is an integral part of our national customer service efforts.
EMA enjoys the highest customer satisfaction rating that we know about within our industry, and Kristin and our other wonderful EMA family members are a big part of that. Visit our ABOUT page to read more.
One Response
Nice article Kristin!!