Apparently I have nothing else to do in my day or no other customers to speak to. That must have been the opinion of one customer who spoke to me for 20 minutes for a process that should have taken 2.
A few weeks ago a customer called due to a fault with their phone. I knew it was a manufacturing fault straight away. It was one of those things. A bit unlucky simple replace the phone type job, but could I get on an do it. No. 20 minutes a simple returns booking in procedure took because they told me how they felt the phone was manufactured, how it compared to others and apparently me owning the very same phone for 12 months and explaining things to the customer carried no weight.
When you ring up to enquire about something you would generally have your order details to hand? I am guessing most of you think yes?!
So why do some people ring to enquire about their order, act surprised when you ask for their order reference number and spend 2 minutes trying to find it.
Yes I can search by name or email addresses but do you know how many Bob Smiths are on the system!!!
You don’t go to A&E and forgot what you went in for and search yourself for a couple of minutes trying to find what’s wrong with you.
You don’t ring the police and then keep them hanging whilst you remember what it was you were calling for.
I don’t expect you to have remembered your order reference number or policy number etc. but have it to hand. It makes life a lot simpler for those trying to help you and in turn it will help you too.