I thought this blog from Seth Godin was so good, I have re posted giving him full credit.

 Rules for treating inbound customer calls with respect:

0. Spend a lot more money on this. Hire more agents. Train them better. Treat them with respect and they'll do the same to those they interact with. Have a bright red light flash on the CEO's desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route to the mobile phone of the CEO's spouse.

1. Have a very smart and very motivated front line. "I'll connect you directly to the person who can help you if you let me know what you need..." Don't have these people pretend that they can help. It leads to long conversations and frustration.

2. 80% of your inbound calls are about the same ten things. First, eliminate those problems in future products, packaging and policies. The best way to handle these calls is to eliminate them. Second, put clear, fun and complete answers to these questions online where they are easy to find. And third, hire talented voice actors to record engaging answers to each, and offer them as a first resort as a result of #1, above.

3. Change your onhold music to Bill Cosby and Woody Allen records.

4. Whenever the wait is more than two minutes, offer a simple way to be called back, and then make sure it works.

5. If you're closed, tell us the hours you are open and the relevant websites. Make sure the information is accurate.

Even famous companies get all of these wrong... Only one of the five steps is truly expensive, and yet all six are regularly ignored by companies that don't care or act like they don't.

(NB it's just fine to make it clear that a call is not important to you. I've never built a company around amazing phone support, precisely because it's so difficult to keep the promise. As far as I'm concerned, it's fine for some industries to not do the phone well. Just be clear that this is the case by routing people off the phone or at least not lying about it).
http://sethgodin.typepad.com 

  I've recently attended a Wood Badge training course.  During this training, a small group, a patrol, is charged with different challenge tasks.  During early stages we have the opportunity to discover the occupations and hobbies of your group.  It is surprising what skills one has that can be of benefit to the group when a new challenge is thrust upon the group.
  We quickly identify the problem points in the challenge and then each person can volunteer or be appointed to attack the goal.  Proper application of skills usually results in superior results.  We usually placed first in competitions; best presentation, highest rocket or reporting progress ahead of deadlines.
  In business, we are constantly facing with changing challenges.  What resources are available from team members, friends or acquaintances that might help in solving problems.  Others are often pleased to help.  They feel pleased that you asked and can help or point you to someone who can.
  Another benefit is building up IOUs.  I like to pay forward.  I go out of my way to help customers, vendors, and organizations.  Later, when I need a little help, they are pleased to reciprocate.   
  The other day, I was at a CoC business expo and met a wealth adviser.  As it turns out, he has golf outings for potential clients instead of lunches/dinners.  I have a customer, Nags Head Golf Links.  He really liked the idea and I will assist him in starting such activities at his location.  What's in it for me?  The wealth adviser finds a new potential cluster of clients and the golf course gets more customers in the afternoon, where he needs it.    I think both will stay w/me as a customer.  So, pay it forward.

Yesterday, I went to Bayport Scout Reservation to cut the grass at some ceremonial rings. Before a service weekend, we need to prepare the area by cutting and trimming the grass to create an attractive environment.
The grass had grown knee-high over the last couple of months and it took several hours to cut and weed-eat the area.  It was hot (92) and humid and we quickly became drenched in sweat.  However, when refueling we hydrate ourselves.  It's best to bear down and push forward regardless of how hot it is and how hard it is.   Then you suddenly look up and see the vast area that has been cut.  
When one pauses to refuel/hydrate, you get a chance to look around and see nature moving about.  I found that I had disturbed the natural status of the environment.  I saw lizards, spiders, worms, and moths that we scampering about to find new cover.  They were beautiful and previously unseen and now seeking a new protective cover.   When leaving we looked across the field and saw 6 wild turkeys feeding.  They can see well, hear well, run and fly fast.  They can quickly adjust to a changed environment.  What a thrill to see nature at its best.  
   This is way it is in business too.  The business world gets disturbed by a change not anticipated.  How do we adjust, can we scamper to a better environment?  Are we prepared to change the way we do business?  Do we have the right people to make the adjustment possible?    
   Is our business as well protected?  Develop the skill set and prepare for the worst while taking advantage of situations that develop.

  

While in a fast food restaurant the other day to get my iced tea after exercising the customer in front of me had a problem w/the cashier.  The customer had ordered and misunderstood the total bill; $7.74 is what he thought he heard, but it was actually it was $10.74.  
This often happens because the hearing focus is upon the last thing heard, not the first.  The customer gave him a $10.00 bill and wondered why the clerk wanted more money.  The clerk said that the customer was WRONG.  The clerk said, "I said, $10.74 and you didn't hear me."  The customer asked for the details and the clerk read the bill to him, but didn't give him the receipt.  The customer said, "OK" and paid, but he had a quizzical look on his face.
  I think I would have handled this matter differently.  Wouldn't it have been better to say, "I miss-spoke, I meant $10.74."  In addition, I would have given him the receipt and carefully explained the total to the customer's satisfaction.  Then, I would have asked, "Did I get something wrong?  If so, I would like to make it right."
In this case, the customer was wrong, but one could have made the patron happier w/the result.  He would have  felt that he was treated politely and with sincere concern to make the sale to the customer's satisfaction.  How one says something is important in customer service, not just the process being technically correct.  One is right when the customer is right.

I recently visited Michigan State Univ. for NOAC w/7,400 others.  The OA Shows were great!  I was looking after some handicapped persons.  One of the them was a mother, about 40, who had a stroke.