Integrity Service: Book Club Discussion #1

1100408Well, I must begin this post with an apology for the delay with this post.

However, there’s no better time than the present to kick off our first discussion! To read more about what we’re doing with this book club, click here. Please consider the questions below and input your answers on the comments section of this post. Feel free to come up with additional discussion questions too! The more insight we have, the more we’ll learn from each other.

We’ve been reading Integrity Service by Ron Willingham.

While we didn’t specify any reading assignments, I read the first four sections and am planning on discussing them in that number of chunks each week.

Discussion Question 1: Do you agree or disagree with this statement: “It’s your personal growth that will help you advance. It’s more who you are than what you know.” Why? Do you find it challenging to focus on your personal growth while busy at work? How can you make changes to focus more on personal growth?

Discussion Question 2: Just how important is internal customer service at your company? The story of Southwest Airlines is one example that brings up how Ron watched the way the employees interacted with each other. It is also noted that, “The more value you create for internal or external customers, the more valuable you are to them and to your organization.” It helped provide a sense of security in his customer experience. Do you agree with this? How do you feel you can improve internal customer service at your company and enhance the employee experience?

Discussion Question 3: Did you read up to the “Jell-O” experience for one cafeteria worker? How often can we apply this in our daily lives. We may say, “I just answer phones and fix their problems.” But, what are we really doing and how much does it matter to discover a purpose within our daily jobs? To what benefit does having a purpose help us at work? Should we motivate our team to have a purpose? What are the challenges with this?

Leave your comments, questions and answers in the comments on this post and let us know any time if you would be interested in discussing further in one of our Google Plus Hangouts.

Jenny is the Customer Success Manager for Phone.com with almost a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

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Meet The Newest Subaru Fanatic

Here's one shot of the family in our new, used Subaru Forester wagon.

Here’s one shot of the family in our new, used Subaru Forester wagon.

In a post last week I talked about my recent car accident that left me with a mangled 2002 Honda Civic with 175,000 miles.  My options were to fix a car that was nearly totaled or go shopping for a new, used car to get me from home to work every day.

Being 6’4″ tall, I decided I’m ready to drive something a bit bigger.  I began scouring Craigslist for anything in the Camry/Accord class.  All great, reliable cars.  On one search, a used Subaru Forester caught our eye at Kearny Mesa Subaru here in San Diego.  Hey, for my growing family, maybe a family wagon is the way to go.  On top of that, I’ve heard stories of excellent Subaru customer service and legendary customer loyalty.

Upon arriving at the dealership, I met Dan Mitchell who was to show me the car.  I wrote about a car-buying experience nearly a year ago, swearing that it would be my last post about cars.  I lied.  Here are a few things that set buying a Subaru from Dan apart from previous experiences.

1. More Concerned About The Connection- We took the car out for a test drive.  After driving a few miles down the road, I asked Dan where we were going.  His response was “I don’t know.  I was just enjoying the visit.”  In a world where car salesmen can’t wait to take you through their test drive course so they can start trying to close the deal, Dan was more about enjoying the experience and making a connection with the customer.

2. Driving The Product-  I once purchased a used Toyota 4Runner from a Toyota dealership and I asked the salesman if the back window rolled down.  Shortly after he said “No, I don’t believe it does,” I found the button and showed him how to roll the window down.  On the flip side, I asked Dan for his honest opinion of a Subaru.  His response was “I have owned six.”  I would say this is a man qualified to sell a Subaru and vouch for the quality of the product.

3. A Full Tank Of Gas- This may sound kind of silly but when we bought our last car, the gas tank was almost on empty and I had to haggle with the guy to give me like four gallons of gas.  Dan on the other hand made sure I had a full tank before driving off the lot– a detail I will never take for granted again when buying a car.

4. A Second Key- Referring again to our last car-buying experience, the car had one key and the dealer told us we would have to go buy another key for like $300.  Dan on the other hand set us up with a second key without hesitation.

5. A History Lesson- I always dream of finding a used car driven by a seventy year old woman approximately five thousand miles per year.  We came close with this car.  Dan personally took it car in as a trade-in and sold a new Subaru to the previous owner.  In the process, he learned the history of the car and shared it with me.

In the end, I left the dealership feeling like I got a terrific car at a great price.  On top of that, Dan and the gang at Kearny Mesa Subaru managed to raise the bar on what I previously thought was a great car-buying experience.

Jeremy Watkin is the Director of Customer Service at Phone.com with 12+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog.

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A Good Leader Needs Exceptional Communication

Improve_Communication_SkillsYou hear it all the time … aspiring managers or vice presidents want to know the most important key to an esteemed business leader’s success. Thinking the answer must be something like inspiring leadership, technological innovation, savvy marketing or far-sighted financial planning — all of which are important — their jaws drop when they learn the truth.

Generally, a savvy leader’s success is directly tied to his or her ability to focus on the business fundamentals – the daily blocking and tackling that every company must master to be a winner in its field. Strong, effective leaders stress fundamentals like discipline, accountability, strategic alignment, managing to his or her values and empowering employees. Additionally, these leaders have mastered the six basic functions of management: leading, planning, organizing, staffing, controlling and communicating. But what’s the one golden thread tying all those functions together — and the most important key to great leadership?  Clear communication.

Think about it … how do the best leaders motivate and inspire their people? Through clear communication. How do the best organizations promote discipline, accountability and strategic alignment? With clear communication. And, how do market leaders sell their products and services? With compelling ads and marketing campaigns — in sum, by clear communication. The point itself is crystal clear: In real estate, the old cliché is “location, location, location.” In business leadership, you preach “communication, communication, communication.”

Good Leaders, Good Communicators
There’s no mystery here. Regardless of whether you’re talking about business, politics, sports or the military, the best leaders are first-rate communicators. Their values are clear and solid, and what they say promotes those values. Their teams admire them and follow their lead. Likewise, if you want your company to reach new benchmarks of achievement, you must master the art of clear communication. So, how do you do it?

First, you must realize and accept that clear communication is always a two-way process. It’s not enough to speak clearly; you have to make sure you’re being heard and understood. To facilitate this, use the following two-way communication primer:

  1. Prepare how you’ll communicate
    • Clarify the goal of the communication.
    • Plan carefully before sending it or meeting in person.
    • Anticipate the receiver’s viewpoint and feelings.
  2. Deliver the message
    • Express your meaning with conviction.
    • Relate the message to your larger goals.
    • Identify the action to be taken.
    • Confirm the other person understands.
  3. Receive the message
    • Keep an open mind.
    • Identify key points in the message.
    • Value constructive feedback and use it to grow.
    • Confirm your understanding.
  4. Evaluate the effectiveness of the communication afterwards
  5. Take corrective action as necessary

Primers, of course, aren’t enough. You must go deeper and determine why internal communications are poor or ineffective, considering any potential barriers. Once the barriers have been identified, you’ll see where to improve. Additionally, you’ll inevitably realize the stakes are high when it comes to communicating — if you fail to do this properly, you can poison the atmosphere between you and a colleague, as well as your company’s morale. So the next time you’re drafting a letter, e-mail or policy statement, before you send it, stop and consider these common barriers to clear communication:

  • Lack of respect by either party for the other.
  • Poorly defined purpose for the communication.
  • Failure to establish the best medium for the communication (e-mail and cell phones are NOT the best ways to communicate serious material).
  • Assumption that the listener receives the message.
  • Ignored emotions or sensitivities.
  • Failure to get on the listener’s level of understanding.
  • Intimidation by either party.

Once you’ve determined what’s preventing clear communication at your company, dig even deeper, asking key questions that relate to your business’ health such as: How do you produce strategic alignment inside your company? How do you get your team to actively buy into your business goals? How do you ensure that everyone understands and upholds your company’s mission and values? Again, for each of these issues, the answer lies in clear communication.

Write It Down!
In this high-tech, fast-paced world, it’s easy to overlook the value of writing down thoughts, intentions and even visions. Doing so, however, is a basic business strategy that enables clarity and purpose. What’s more, the process of writing a business plan can be more important than the actual document.

One great way to see just how effective writing it down can be is to always have three updated, clearly drafted documents: a mission statement, a values statement and a business plan. In fact, the document-drafting process naturally produces common understanding, consensus, alignment and buy-in. It also promotes clear communication within your management team while empowering your people and grooming them for future leadership.

Why is this so crucial to a business’ success? Mission statements define who you are and where you’re going. Value statements are your compass, the needle keeping you firmly on course. And your business plan is the rudder steering your ship.

For example, think about Thomas Jefferson and the other framers of the Declaration of Independence and the U.S. Constitution. They drafted documents that not only defined America and its mission, but also laid the foundation of ideals, principles, values and laws on which the nation operates to this day. And, guess what? They didn’t just sit down one day and dictate it to a secretary. They worked the language and polished every word, over and over, and they used the process itself to promote alignment, consensus and collective buy-in. With words, language and clear communication, they launched a revolution. What’s more, on the shared values of liberty, individual empowerment and collective prosperity, these visionaries built a nation of unparalleled wealth and economic gain.

Communication Is the Key
Bottom line; clear communication is the most important key to a business leader’s success. So to grow as a leader and manager, you must learn how to be an effective, compelling communicator. And if you want your company to succeed, you and your team have to master the art of clear communication together, as well. By using these and other strategies, you and your employees can reach new levels of leadership excellence.

Maurice Aguirre

Maurice Aguirre serves as Chief Lobbyist for the DG Group, LLP, a scalable lobbying and consultancy firm in Washington, DC and Dallas, Texas. He has been a trusted counselor to corporate, nonprofit and political leaders providing strategic communication plans, corporate positioning strategies, and messaging advocacy and political deliverables. He lives in Dallas, Texas and Washington, DC and enjoys hiking and the outdoors with his wife Jule and his three amazing beagles.

52 Tools From Shep Hyken To Inspire Amazing Customer Service

amazebookLike many households, Saturday is the day where we kick it into gear and get stuff done around the house.  On a recent Saturday, my son and I went to a local, large home improvement warehouse to pick up some retaining wall blocks for a landscaping project.

Other than the cashier, I was approached by two employees, neither of which asked if I needed any help.  The first person talked to me as I walked into the store and tried to sell me something, which I declined.  The second person asked if I was interested in solar power.  Only, she said it so quietly that I just kept walking.  As I walked away I heard her say “Oh, you’re just going to ignore me.”  Wow!  Excuse me if I want to shop at your store rather than listening to your sales pitch.

After loading our car with blocks. we headed home.  On our way, my wife called me to say the dryer stopped spinning.  With the confidence of one who had done that repair before, I headed to Coast Appliance Parts, my local appliance parts store, to get a new dryer belt.  Upon arriving at the store, I was greeted by a friendly cashier who quickly found the part I needed.  As she was searching, she noticed my son admiring the candy machines and handed him a quarter.  ”Wait! Isn’t that going to eat into your profits?” is what I thought to myself.  Providing great service is one thing but taking an interest in my kid?  I’m a customer for life now.

This contrast in experiences instantly reminded me of Shep Hyken’s latest book, Amaze Every Customer Every Time.  In the book, Shep begins by reviewing the key principles of his customer experience philosophy of Amazement.  He then takes a refreshingly new angle by giving us 52 tools for our customer service and experience tool belt.  The clever part about the whole process is that he talks about Ace Hardware, sharing story after story of customer amazement.

With more than 4,000 stores worldwide, Ace is a huge company but nearly all of their stores are locally owned and operated.  I was fascinated to learn that they refer to their customers as “neighbors.”  Shep shares countless stories where Ace employees have treated their customers like they would a next door neighbor.  He shared one story of an Ace employee driving to a customer’s house to ensure they were buying the correct part for the project they were working on.  Another employee delivered an item to a customer’s house after work because the customer was elderly and could not make it to the store.

One of my favorite concepts from the book is the Five Dollar Lifeboat.  This simple idea is that employees have five dollars at their disposal with each customer to solve a problem and make the customer’s day.  What a fantastic concept for any company to adopt and a fantastic tool to equip your customer service staff with!

Another tool Shep gives us is the idea of owning our mile.  ”Owning your mile means standing out within your customer community, in an area where you’ve chosen to excel.”  He goes onto say that for Ace it might be a physical radius around their store, whereas for other companies it might be a much larger area where they have chosen to stand out to customers.

Those are just a couple of the fantastic tools Shep Hyken gives us to amaze our customers.  We are using these tools at Phone.com to inspire and empower our team to deliver awesome service to our customers.  The stories in this book are sure to give you tangible ways to break out of your customer service rut and build customers who are loyal to your company.

Jeremy Watkin is the Director of Customer Service at Phone.com with 12+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog.

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Coffee And Customer Service Hangout With Mitch Causey From Lesson.ly

In our most recent Coffee and Customer Service Hangout, we spoke with Mitch Causey from Lesson.ly.  We enjoyed discussing a variety of topics including engaging our customers and training our agents.  Don’t miss out on this fantastic hangout!

Jeremy Watkin is the Director of Customer Service at Phone.com with 12+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog.

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Jenny is the Customer Success Manager for Phone.com with almost a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

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Meeting Up With Customer Service Professionals In San Diego

pizzaI pride myself in being terrible at networking.  If you watch any of our Google Plus Hangouts, it will take you at least two hands to count the number of awkward moments.

A little over a year ago, I made a terrific connection with author and customer service expert, Jeff Toister.  After attending a webinar about his book, Service Failure, I began reading his blog and interacting with him on Twitter.  We eventually realized we live less than a mile from each other and have met up a couple times to hike and talk customer service.  Eventually, we arrived at the idea for a meetup for customer service professionals in San Diego.jeremy

Last night, Phone.com so kindly hosted the meetup by opening up the office and providing a variety of refreshments.  In the intimate setting, I had the opportunity to share some of the critical components that we strive for when we talk about achieving awesome customer service.  It was fun to give a tour of our customer service operation and answer questions from the attendees.

Jeff followed this up with a discussion on the common customer service challenges we face.  You can read a terrific re-cap of the event on Jeff’s blog.

Without going into great detail on everything we discussed, I thought I would share a couple of my takeaways from the event.  First of all, we had people from a variety of companies, including the San Diego Humane Society and Ideal Plumbing And Heating.  These were customer service people who have a completely different base of knowledge and skills and yet they face many of the same customer service challenges we do in supporting people with their phone service!

jeffSecondly, I realize that networking does NOT have to be scary.  The people at the event, like me, were looking for ways to better serve their customers.  What better way than to talk about the challenges we face and what we are doing to overcome them?

If you are located near San Diego and are interested in joining our next meetup, click here to fill out a form and be notified of future events.

Jeremy Watkin is the Director of Customer Service at Phone.com with 12+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog.

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Public Speaking: It’s An Artful Approach To Communicating Better

romeo-and-juliet-salzburgOver the last few years many executive coaches have been urging leaders to learn to communicate more powerfully through examples from the acting profession. But they may have it wrong — or at least, only half right.

With inspiring and often very talented actors leading workshops in the corporate workplace, the sights and sounds of group improvisation, storytelling and even Shakespearean verse abound. And the energy and creativity this can unleash is a good thing when it leads to well-told stories that inspire colleagues, customers and stakeholders to take action. But it doesn’t work for everyone.

Too often the acting angle elicits rolling eyes, tightly folded arms and comments like “Maurice over there might enjoy this — he’s a bit dramatic anyways — but this isn’t for me.”

I know from long experience; I’ve had those eyes rolled at me.

I graduated with a political degree from Harvard University John F. Kennedy School of Government and acted professionally for years while also teaching executives communication skills. With investment bankers, civil engineers or internet software CEOs, the acting angle doesn’t often get them doing really effective work.

If you’re in that category, try this instead: think of practicing speaking skills as practicing a sport.

With a sport, you’re not pretending to be someone else. You are training your body and your mind to achieve feats of skill — building your muscle memory with drills and repetition.

Even leaders who prefer a couch to a tennis court tend to rise to the challenge of approaching things like Venus Williams or Roger Federer — step by step, practiced move by practiced move. So get it out of your head that you have to “perform,” to be someone else, be fascinating, to hold their attention like a Johnny Depp or a Natalie Portman. To be a better public speaker, you just need to get out of your own way, so we can see you for who you really are. Glimpsing that authentic core can be riveting, and that’s where the sport comes in.

To approach speaking as a sport, leaders need to be aware of their own potent skills. They need to know their bodies: their instruments, and how versatile, flexible and capable they are. They need to know how things work. Where does your voice come from? What can you accomplish with gesture and movement? And how do you organize the flow of information through your body so that it has maximum impact? What’s the game plan of a particular meeting or presentation, and what tools can you use to make sure it plays out the way you want it to?

We speak of some athletes as artists in their field because they exercise their skills with a mastery that appears effortless. That is where the art and sport of great communication skills come together. As either an athlete or an artist, you have to practice over and over and over again so that you’re not thinking about the people in the stands watching your brilliant shot, not thinking about the people in the audience hearing your brilliant words, but just thinking: here’s how I always use my instrument when the “ball” comes my way.

I worked with a CEO (“Bill”) who had a great series of stories to tell. His company was poised for huge wins. The numbers had been disappointing for several quarters, but now things were turning around and there were successes to share from divisions around the globe that could inspire — if only the rank and file could just hear them. But his stories fell flat; they were disorganized and didn’t have a clear point. And, worse still, he told the stories badly: low affect, shuffling, mumbling, and speaking while facing the screen or the same few faces.

It turned out “Bill” had run track in college and was a golfer, so the idea of practicing A-man-hitting-a-ball-on-the-golf-course-768142public speaking like a sport came naturally to him. We set up and practiced a regimen of physical exercises to strengthen, stretch and support his physical presence — voice, gesture, movement. And we put together outlines and organizational frameworks that he could use as a basis for giving powerful and memorable structure to his talks — a game-plan. Now he knew how to practice, and he wasn’t encumbered by the fear that he was “acting,” pretending to be someone else, or performing a “schtick.” He could think of it as a sport — something he was already comfortable doing.

Here’s the funny thing. Much of the preparation and practice we were employing was exactly the kind that actors use. That’s the half that those acting coaches I mentioned earlier get right. But I wasn’t going to bother “Bill” with that.

Maurice Aguirre

Maurice Aguirre serves as Chief Lobbyist for the DG Group, LLP, a scalable lobbying and consultancy firm in Washington, DC and Dallas, Texas. He has been a trusted counselor to corporate, nonprofit and political leaders providing strategic communication plans, corporate positioning strategies, and messaging advocacy and political deliverables. He lives in Dallas, Texas and Washington, DC and enjoys hiking and the outdoors with his wife Jule and his three amazing beagles.


Farmers HelpPoint Majors In Empathy

rear_end_collision_1_When a customer goes through a difficult experience, there’s one quality that customer service professionals must lean heavily upon.  That quality is empathy.  When emotions are running high, what better time to make an emotional connection with a customer?

On a recent commute home, I was merging onto the freeway when the car in front of me jammed on their brakes.  Clearly not having enough time to stop without hitting them, I swerved left into the next lane.  It was at that point that I nearly hit the center divide.  I corrected to the right, lost control of my car, spun 180 degrees across the freeway and hit the guard rail facing oncoming traffic.  Miraculously, I didn’t hit anyone.

Unfortunately, someone was rear-ended as they were avoiding me.  My car was all but totaled in the accident which isn’t saying much considering it was a 2002 Honda Civic with 175,000 miles.  Fortunately, no one sustained serious injury but we were all quite rattled as a result of the experience.

After giving my story to the highway patrol and heading home, the next step was to call my insurance company and begin the claims process.  I called Farmers Insurance and was lucky enough to be connected with Marva.  After leading with the line “I was just in an accident and need to file a claim,” she instantly responded with “I am so sorry to hear that.  Is everyone ok?”

As someone who probably files claims all day every day, I am sure Marva was extensively trained to respond this way.  Let’s not be too quick to give the trainers all of the credit here though.  At the end of the day on a Friday, it becomes all too easy to recite a script and speak the empathy language without inserting the proper feeling and tone of voice.  It takes a true professional to calm my nerves and help me feel like even my insurance company is on my side.

I am grateful to Marva and Farmers for leading first with empathy and then worrying about the details only AFTER making that meaningful connection with me.

Remember that empathy is both a product of excellent training to recognize emotional cues from customers and a result of customer service professionals choosing to sense a need and respond with the right amount of feeling and sincerity.

Stay tuned for part two where I shop for a new car and some lessons learned along the way.

Jeremy Watkin is the Director of Customer Service at Phone.com with 12+ years experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog.

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Proactive Planning Makes the Customer Experience

052410busspit5CRIn the borough of Queens, in New York City, we have limited subway service as it is, relying heavily on one train to get to and from Manhattan. This past weekend, the train was shut off entirely for construction. You can imagine the fun that was had trying to get around. There were signs at each subway station and some had yellow “Caution” tape blocking off the entrances, but that was the extent of it.

The NYC MTA set up courtesy shuttles on the border of Queens that took passengers via the street to the usual subway stops. The usual 10 minute train ride now became upwards of 30 minutes. The makeshift street bus stops were unmarked and the only way I knew that it was an actual stop was due to the crowd of people waiting.

I hopped on the ridiculously crowded bus, heading toward Manhattan.

We were stopped at a red light.

A crowd of about 20 people rushed from the other side of the street to the bus stopped at the light.

The bus driver opens his window and begins screaming feverishly over and over–”THE STOP IS ON THE OTHER SIDE OF THE STREET, PEOPLE! DO NOT RUN ACROSS A BUSY STREET.”

He is still screaming as riders board the bus. He gets on the microphone and makes the announcement again, stating that people need to use common sense and that they could  have been killed. No one pays him any attention, of course; this is NYC after all. Someone behind me laughs and says to his friend, “Well, perhaps if they put a sign where the bus stop was, this wouldn’t happen. There are no signs!”

Witnessing this event, I realized:

The bus driver was concerned about the safety of his riders. He knew that it was his responsibility to get people on the bus and transport them where they needed to go. His yelling at the people running across the street in this situation makes sense. He was reacting to the value of safety.

The entire scene put the bus driver in a sticky situation as well as the people who rushed the bus, as they knew that time wise, they had to catch this one to get to where they needed to be.

After witnessing this event, my mind goes to one thing:

Being Proactive

The MTA notified their riders with general information about the subway being down. But, the MTA did not put signs at the make shift bus stops.

It really does come down to the small things, doesn’t it?

If the MTA would have placed the appropriate signage where it needed to go, it would have avoided people risking their lives to get on the bus (though, I also question the sanity of the people who ran across this street…) and it would not have put the bus driver in a position where he needed to scream at people to remind them to be safe.

Being proactive allows you to plan ahead for events to help your employees provide the best customer experience, despite the circumstances, and for your customers to feel empowered and prepare accordingly.

Jenny is the Customer Success Manager for Phone.com with almost a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

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The Hang-Up-Follow-Up Customer Service Shimmy

ginger rogers and astaireThere comes a time where you are talking on the phone with a customer service representative and the call is disconnected.

Bye, bye call!

And, most likely, you will not receive a call back. So, you have to dial back to the toll free number, wait to get a new representative and tell the whole story all over again.

Lame!

As a customer service representatives, while it may seem like common sense, it’s very easy to push this aside because we have so many other customers to attend to. So, I’ve developed a new customer service “shimmy”. I say the word “Shimmy” in place of “rule” because the word “rule” just sounds so banal. It’s called:

The Hang-Up-Follow-Up Customer Service Shimmy

Here’s how this shimmy works:

  1. If you’re talking to a customer on the phone, grab their direct number in advance in case the call is disconnected.
  2. If the call is disconnected, call them back.
  3. If you try to call them back and there’s no answer, email them.

It has some good rhythm to it, doesn’t it?

So get on your dancin’ shoes and make sure to follow up with your customers if your calls are disconnected!

This is also fun to do if your call isn’t disconnected with your customer. After you hang up with them, follow up with them through email, thanking them for their call.

A little “shimmy” goes a long, long way!

Jenny is the Customer Success Manager for Phone.com with almost a decade of customer service experience. She is co-founder and a regular contributor on Communicate Better Blog.

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