How does it make the customer feel?

I got a great offer from Verizon today offering me their FIOS high-speed Internet service for $34.95 plus one month free. Great! Thing is...I'm already a Verizon FIOS customer.Hmmm...once upon a time this would upset me. "How could they not know this?"Now that I spend most of my days doing marketing and dealing with lists...I know exactly how they don't know this. In fact, it doesn't bother me at all. My fear, though, is that I am unusual in this respect. We have a distinct fear of calling customers and then being rebuked for not knowing everything that is going on. It's kind of like that annoying situation when you punch in your credit card number or phone number or whatever, and the first thing you are asked when you finally get to speak with a rep:"What's your card number?"

You’re probably going to call a customer and think he’s a prospect. If/when he gets angry, what are you going to say?

Better to be prepared.

Comments

• Anonymous
  May 29, 2009
  The comment has been removed