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When someone does a good job, tell them. Then, tell their manager. Not only does it give you a good feeling, but reinforcing good customer service becomes a virtuous circle. I particularly like doing this when I talk to anyone in a call centre who does a good job. Let’s face it, if you work in a call centre chances are that you work long hours and deal with many annoyed, frustrated or downright angry customers. So when I speak to someone who is friendly, professional and helpful I want to make sure they know that I appreciate it. This week I had to ring a call centre because I wanted to cancel my membership in a car sharing service. The service itself is fine but I never use it and wanted to stop paying the monthly fee. I was hoping to be able to do this online, to avoid the inevitable sales pitch but, of course, they want you to go through the sales team. In any case, I called and spoke to Lloyd, who couldn’t have been nicer or more helpful, in spite of the fact that I was calling to cancel. At the end of the call Lloyd asked the final ‘is there anything else I can do for you today?’ question, to which I replied ‘yes, I’d like to speak to your supervisor or manager to tell them how helpful you’ve been’. I love doing this. Not only does it reinforce good customer service but it also comes as a pleasant surprise to both the sales person and their manager. In addition, many call centres have points systems, so when you do take the time to do this, the sales rep gets a ‘gold star’ and is often rewarded with recognition within the company. Is there a downside to doing this? You sometimes have to wait on hold for a bit to get the manager on the line, but that time is well spent because not only will you make their day but it will leave you feeling pretty good as well. I highly recommend you try this the next time you get a nice person on the telephone.

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