Owning The
Customer Call
Contributed by: Kara Smallwood, Customer Experience Manager
We want all of our Employees to “Own the Call”. This means that every time you are interacting with a customer, internal or external, in person, over the phone or via email – you take ownership of the call completely. What do we mean by this?
Owning the Call:
Listen to what the customer needs.
Ask clarifying questions if needed.
Do everything you can to get an answer or resolution for the customer.
Not passing the call to someone else to handle, unless you have made every attempt to help and are unable to.
Ensure that the customer is satisfied with the information/answer provided and ask if you can help with anything else.
Why do we “own the call”?
We build trust, foster loyalty, and elevate the overall customer experience. Instead of being passed from pillar to post, a customer feels truly valued.
Our internal and external customers deserve to be taken care of quickly and with true care and without being transferred to multiple places. We need to work together between departments to take care of our customers quickly and completely.
How do we build ownership?
Culture
Oak Harbor has the culture of service to our customers. We need to make sure that is elevated and supported throughout our company.
Empower Employees
We do this by explaining the “why” behind what we are doing so that everyone feels empowered to do the “right” things.
Develop Accountability
We should be accountable to each other, working together to make sure that we are taking care of our customers.
Build Confidence
We do this by making sure that everyone is completely trained and comfortable in answering the customer’s questions. Also, by consistently getting the information timely from other departments.
Change Language
Work to build more positive language into our vocabulary when working with our customers. For Example, “I will keep you informed as I get information about your situation.”
