WMS? Women Must Sing? No.
WMS? Wild Monkey Stew? No.
WMS? Where's My Stuff? Bingo.
Jack calls and asks,"where's my stuff?" Before I can address Jack's question there is a question or two of my own to pose, like the purchase order number, billing name or zip code for the billing address. Jack will rarely know the purchase order number and often has difficulty either remembering or relaying simple factoids like a zip code.
Customers call. They call with a query, a concern or all-out problem. Hardly ever does a customer call to say, "hey!" or even, "I think you guys are doing a great job!" No, customers have problems. I get that call and it is my responsibility to solve that problem, no matter what.
I am no longer in the day-to-day trenches of incoming customer service. My responsibilities beyond debt collection, bookkeeping and other office management functions are to plug in missing spots and to be the voice of authority when a matter escalates. There are customers for whom blue is not blue or 'the last straw' is a regular emotional register.
Jacks often thwart their own goals by failing to offer accurate and/or logical information. Jacks feel that providing just jack is sufficient data to pull up their order.
Efficient and effective customer servicing requires knowledge of the company's products and processes, a calm and diplomatic demeanor and above all else the ability to stifle the exasperated sigh. Jack will certainly test a service representative's command of the situation.
Jack was asked to confirm his email address:
He replies: J as in um, um, J-ump, P as in um, um, um F-one
Jack, I'm sorry, was that B as in B-one?
"No! No! I said P is in FONE. YOU KNOW LIKE YOU USE TO MAKE A CALL?"
I see, that was P as in P-aul? "Yes! P as in P-eople!
Jack's email address is eventually confirmed as firstname.lastname@example.org
Fanatical customer service is not a single act. It is a habit practiced every minute of every day.
Jacks command nothing less.