Content marketing: Telling Meaningful Stories

[CUSTOMER SERVICE] Customers should never have to repeat their request on the same phone call!

Disclaimers: The information provided is for informational purposes only and not personalized advice. It's accurate to the best of my knowledge at the time it's published. Links in articles maybe affiliate links.

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It drives me crazy when I’m calling a company and get transferred and transferred and transferred. “Sorry, somebody else is in charge of that.” Every transfer usually means I have to repeat my request, restate my password, my name, remember where my wife and I met, etc. etc. Come on, people. This is not customer service. It’s a game of keeping the customer away from more important things.

So when companies break this terrible mode of operation, it’s a customer delighter and gets noticed. I recently noticed one when an online transaction inside the American Airlines app didn’t go through. I called them and the first or second person took all the details of my request: My upgrade request didn’t go through because of an outdated credit card on file. They did however have to transfer me. Ugh. This could take a while, I thought.

More customer service-related stories can be found here

The next person quickly said: “One moment, Mr. Trappe. Let me just review my colleague’s notes.”

Even though that took a few seconds, it was so much more pleasant than me having to repeat the request over and over and over, which is how some companies handle this kind of thing. She was caught up with the notes, had the right skills or access or whatever and took care of everything. #Done.

Related update:
Kelsey Guetschow, The Thoughtful Strategist, and I are finishing up our customer service book and it should be going up for pre-sale in the next month here or so. To be one of the first to know that our book is on Amazon, sign up for my newsletter here.

Check out some of her articles:

Interact with your company as a customer from time to time 

Empathy and business

 Bonus phone story:

I ordered Charlotte Hornets tickets and a parking pass on Stubhub. The parking pass couldn’t be downloaded for a couple more days. When it was ready, Stubhub called and let me know it was now ready for download. What a delighter. How many internet-based companies call? And I don’t even like unscheduled phone calls in general.


Christoph Trappe

Hello and thanks for stopping by. I'm Christoph Trappe and I'm the Vice President of Content Marketing Strategy, Americas, at ScribbleLive, which is based in Toronto and is a global content marketing software company. Before I started at ScribbleLive I was VP of Content Marketing and Conversion at MedTouch, a Boston-based company that helps healthcare organizations with digital marketing. I've written two books, speak at conferences around the globe and blog frequently on here. I love sharing my stories and helping organizations share theirs. If you need help, just visit the Contact Me page in the navigation and drop me a note. I'm always happy to chat! Thanks for reading! - Christoph ctrappe@christophtrappe.com 319-389-9853

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