The Spirit of Service
I love this Bell Telephone System ad, “The Spirit of Service that Keeps on Growing” from 1956. With Customer Service Week 2015 right around the corner, I had to share.
Copied from ad – There is a heritage of service that is passed on from one generation of telephone people to another. It had its beginning far back in 1875 when Alexander Graham Bell gave the world the first telephone. It has grown as the business has grown. Many times each day and night this spirit of service is expressed in some friendly, helpful act for someone in need. The courtesy, loyalty and teamwork that telephone people put in their daily jobs are a part of it. Out of it have come the courage and inspiration that have surmounted fire and storm.
We, the telephone people of today, are vested with the duty of carrying on this trust. We will make mistakes, for it is human to err. But in the long run, how we do our individual responsibility will determine how we fulfill our trust. For our business is above all a business of people…of men and women who live and work and serve countless communities throughout the land.
I have been in the Telecommunications industry for over 25 years, and I just have to say, a lot has changed since the 1950’s. However, one thing that has not changed is the importance of caring for your customers. Of course we don’t call our Customer Service Representatives Telephone People any longer, but we should all be aware that a warm, helpful, professional and friendly voice on the phone is just as important today as it was more than 60 years ago.
Having the “Spirit of Service” in today’s marketplace can build customer loyalty, or if missing, drive them to a competitor. If we extend the basic common courtesies to our callers and create a reputation of legendary service, we will keep our customers coming back.
Telephone techniques are built from a few basic rules and principles. In fact, telephone etiquette can be summarized in one word: COURTESY. Unfortunately, courtesy is not something people are used to being shown routinely in the business world today. If the caller is a potential customer and you are courteous to him, you have an excellent chance of gaining a new customer.
Remember, the image the customer has of the person who is answering your company’s phone is the image the customer has of YOUR COMPANY. When you put a smile on your face, the smile comes through in your voice.
Providing exceptional telephone service is nothing more than following “the Golden Rule” what we all learned as a child. You’ve heard the expression; “It’s the little things that matter”? Going the extra mile is often simply doing the little things, and occasionally pulling out the stops to service your customer.
Jamie Wood, Avatel EVP
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