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February 23, 2011 / jasonpinto

Answer on the First Ring

Phone

One of my favorite tweeters is ToughLoveForX. He has an incredible passion for a variety of topics, and he is always happy to engage and share extremely useful information.

He often tweets a phrase that always hits home: “answer on the first ring“.

That is not always easy to do. We certainly may have other projects and tasks that need our time & attention, or that we’d prefer to work on… but then that dang phone rings.

Calls Through Multiple Channels

In today’s world, the phrase “answer on the first ring” extends beyond how we react to the phone on our desk. Customer service can now be done through a variety of channels: webinars, live & online chats, tweets, blog posts, videos, and more.

We have more opportunities than ever before to serve our customers and prospects. But no matter what channel it may be through, we all have to answer this question: what is our attitude towards performing actions that serve others?

For example, when it comes providing customer support through social media, “answering on the first ring” would include actions such as:

  • Listening! Reading what our customers and prospects are talking about
  • Setting up real-time alerts for specific terms related to our company, products, and services
  • Proactively reaching out to customers
  • Staying up-to-date with industry trends and our competition… and then finding a way to better serve our customers that information
  • Using Twitter to engage, not simply post content that promotes us!
  • Creating “how-to guides” in a variety of formats — blogs, tweets, videos, podcasts, etc.

That list consists of items that require a fair amount of work. It means pushing other items out-of-the-way to focus on creating and delivering information that will make our customer’s lives easier.

Are we willing to answer on the first ring?

 

 

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