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Keep Your Promises (And Don’t Make Lofty Ones You Can’t Keep)

“Promises are made to be broken”, they say. Whoever coined this term most likely didn’t have Customer Support in mind.

Handling a customer support call center facility, involves a lot of crucial things—keeping a promise being one of them. Your growing electronics depot can “make or break” its business and customer relations via a single promise.

Take the case of a defective tablet that was sold recently. After a quick call to your customer care support center, Jay was told by a telephone rep that yes, his demand for a replacement unit will be granted. After a month’s wait, however, he never heard from your company—despite incessant follow-ups.

Avoiding such a business-breaker can actually be as simple as keeping a few rules in mind. First of all, don’t make a promise just to please a customer’s demand. If you simply cannot meet their request—for a replacement unit, for instance—just be honest and say that it isn’t possible.

Don’t stop there, though. You might want to offer a few “reasonable” options. Moreover, make sure that you can deliver such options. While this may not be what they wanted in the first place, at least they see that you’re doing your best to fix the problem.

In the end, keeping that promise—no matter how small—can be great for business.

11 Comments

  1. Davion says:

    Write more, thats all I have to say. Literally, it seems as though you relied on the video to make your point. You definitely know what youre talking about, why waste your inieeltglnce on just posting videos to your weblog when you could be giving us something enlightening to read?

  2. Ppl like you get all the brains. I just get to say thanks for he answer.

  3. Thanks for taking the time to post. It’s lifted the level of debate

  4. You have more useful info than the British had colonies pre-WWII.

  5. This shows real expertise. Thanks for the answer.

  6. Very true! Makes a change to see someone spell it out like that. 🙂

  7. Iconoclaste béotien 22 janvier 2010 Franchement cool je suis mdr! Le mec qui a inventé le concept est un génie,c’est trop trop drole, vraiement merçi pour ce post!

  8. I think that is correct. It may not be the exact same place, but the same geographic location. It is located in the Black Sea and Aegean Seas meet. Constintanople I think is the correct name. Constantine was the emperor.

  9. Bohra muslim leader of Gujarat who is a shia has publicly acknowledged his favour for Modi.It is only the confused sunnis who vote for appeasement politics.There are people even amongst hindus who dont favour Modi for many reasons.Ultimately what matters is the verdict, if it was so that there was bogus voting Congress would be fighting tooth and nail for that.That way it is the secular lobby including the communists who go to any extent to win elections,that way most of the elections in India ll be invalid.

  10. It’s a pleasure to find someone who can identify the issues so clearly

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