"When is it OK to interrupt someone who is sharing information that you don't need?
My cell phone battery was dying, and my plane was about to take off, I had 2 minutes to add international calling to my plan before I headed out.
Ms. Chirpy answered the call by describing how delighted she was to be serving me and how much (the cell phone carrier) cared about my business. All of this before she asked me how she could actually help me.
How many hours a day do you waste having to listen to something that has no value?
I'm sure the (cell phone carrier) rep was a nice person just trying to do her job. Her clearly scripted intro was no doubt the result of some executive who thought that spending 30 seconds telling customers how valuable we are would be a better use of our time than actually helping us.
30 seconds might not seem like a big deal. But when a customer wants something, and you make them wait so that you can give what is basically a sales pitch it sets the wrong tone for the interaction.
Companies with stellar customer service, like Apple, don't waste the customer's time with scripted niceties. Their representatives are polite, but while this (cell companies) reps are still reciting their marketing jingle, the Apple rep has already started to diagnose the problem. Ritz Carlton employees offer their famous signature "It's my pleasure" line after they provide you the service, not before.
Describing how wonderful you are is about your need to say it, not the receivers need to hear it."
Thanks Lisa! Great Wisdom.
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