O'Reilly logo

Customer Service: How to Attract, Retain, and Interact with High-Quality Customers by Jeff Havens

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Episode 4. Your Wait Time is Approximately... Forever.

Shocking as this may seem, people really don’t like it when they get the feeling that you don’t really want to talk to them. And it doesn’t take very long for that to happen. You know how annoyed you get when a video on YouTube doesn’t load right away? You wait about 14 seconds and then you’re like, “Screw this, I’m going to watch something else.” And that’s what customers do, too, when they feel like they’re being ignored.

Oh, and my favorites are the customer service providers who see you, look at you for a moment, and then go back to ignoring you. I’ll bet those are your favorites, too!

Pay attention to people, or they’ll go somewhere where someone else will.

Learning Objectives:

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required