The Marketing Scribe: Handling in-coming calls

Monday 6 February 2012

Handling in-coming calls

Seriously, this tactic should not be applied when you are working in a call centre. You just may not live to see that customer again.

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Quotable Quotes from the Management Gurus

Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it. [PETER DRUCKER]

If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. [JEFF BEZOS]

Innovate or lose. [KENICHI OMAHAE]

Being on par in terms of price and quality only gets you into the game.
Service wins the game. [TONY ALESSANDRA]

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. [JERRY FRITZ]

Sales without Customer Service is like stuffing money into a pocket full of holes. [DAVID TOOMAN]

The ability to learn faster than your competitors may be the only sustainable competitive advantage.

[ARIE P DE GEUS, Head of Planning, Royal Dutch/Shell]