Last week, I got back from spending a week in Puerto Rico, where I was volunteering with IEDC as part of a disaster recovery grant. But today’s blog post isn’t about the volunteering experience (watch for that blog post next week) and it’s also not about tourist experiences in Puerto Rico (though I did enjoy some sun and sand at the end of the trip)!
Today, I just had to tell you about the wonderful customer service experience I had on the phone with the Southwest Airlines rep!
I had to call Southwest Airlines regarding the travel vouchers for the trip (IEDC has a deal with Southwest because of the grant). These days, most of us are used to getting some sort of “automated menu of doom” on the other side of a customer service line. No matter how many times you press “0”, you can’t seem to find an actual human to speak to. Other times, the human on the other line sounds robotic or like they’re actually located on the other side of the globe.
When I called the Southwest customer service line, I was surprised to be greeted by a human who was warm, friendly, and funny. She solved my problem, and it felt like she genuinely wanted to speak to me. By the time we were at the end of the call, she said, “You should have everything in your email” and I didn’t want to hang up!
It reminded me of what a big difference it makes to create a warm personal customer service experience. It stands out. (It obviously did to me, as I’m now dedicating a whole newsletter to it!)
We all love having the option of booking reservations online for restaurants, hotels or even doctor’s appointments, but having the option to pick up the phone and connect with another human is next level. Especially when you’re greeted with warmth, professionalism, and an authentic desire to help.
Having this kind of real human experience still matters. And yet, a lot of people don’t know how to properly answer the phone. We often have interns who struggle when they have to make a phone call, so we give them a script and practice with them.
As an organization, you can create this next-level customer service experience simply by listing a direct line on your website that connects to your cell phone. You can also add your number in signature blocks in your emails. And when they do call that number, it’s your chance to stand out and make your prospective customer feel heard and valued.
How accessible are you making yourself to your future customers? And how are you making them feel when you answer the phone?
Your warmth, friendliness, and problem-solving can be just the thing to get future customers raving about you.
Send us a message to share if you can relate! 🙂
‘Til next time,
Sandy
