Why Are We Rushing Customers Off the Phone?

LoveThemUp brings us a great post today about a different way to use customer service.

In many call centers, people focus on solving the customers' immediate problems (hopefully) and getting them off the phone quickly. 

In other call centers, people are focused on solving the customers' problems so they can sell something right now...and then get them off the phone quickly.

The OnStar rep in LoveThemUp's post took a different approach.

He asked a question about the customer's usage of the OnStar service.  Then he proceeded to educate her on the benefits of using a particular feature...of a service she already bought.

He could have skipped this step to save time.  He could have tried to sell her something else right then and there. 

But he didn't.  He taught her something that would help her be a more successful OnStar user. 

As a result, if OnStar does come out with other useful services that cost extra, she might be willing to try them because of her experience.  And she will likely tell her friends about the experience (she already did on her blog).

Now, solving problems quickly isn't a bad thing.  Many customers prefer it. 

And selling other useful products and services to customers can be a valuable form of service.

 I've posted about customer delight before. 

OnStar provides yet another great example of how to create delighted customers by raising their competence and self-esteem.