Friday Mornings: Customer Service Caffeine “No, You Hang Up First”

I remember being on the phone with my high school boyfriend saying, “No, you hang up first” and then he would say it back and this would go on until one of my sisters made a gagging noise and pulled the phone out of the wall.  Who knew that I was learning an important Customer Service lesson.

When we are on the phone with a patron and have answered a question we should always ask them, “Is there anything else I can do to help you?” The patron either says “Yes” and asks another question or says “No”.  When a patron says, “No”  we often hang up immediately, missing when they say, “Oh wait, I do have another question”.

An easy way to make sure that you have answered all of a patrons questions, is to wait until after you hear their phones click before you put the phone back in its cradle.

This is an easy way to leave a good impression with patrons.