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Customer Service Tips

Cell Phone Frustrations

Cell Phone Frustrations
by Nancy Friedman, The Telephone Doctor

Cell phone frustrations remain high even with the enormous use of them around the world.

In our recent Telephone Doctor survey – we received the following cell phone ‘frustrations' from all over the country. Is yours on this list?
(There were more; these were in the top category.)

  • Talking on a cell phone while conducting business
  • Answering a cell phone while talking to someone else in person
  • Talking loudly in a store/restaurant
  • Not using the vibrate mode when at work or in a public place
  • Talking on your cell phone when you're in the car with me
  • Using your speaker phone in public
  • Initiating a cell phone call when others are present
  • Talking on your cell phone and land line at the same time
  • Using call waiting - What? I'm not important enough to finish our conversation?
  • People with 'awful' voice mail messages
  • Not answering when called when we know you’re there.
  • When the first thing a person asks is "Where are you?"
  • Having to listen to the 'chirps' and weird rings and tones, some cell phones make.

Then we found that there were several voice mail frustrations. Are you guilty of these?

  1. Hi, I’m not here/ or not available right now. (DUH. That’s a hot lot of news. We know that. That’s why your voice mail answered.)
  2. Your call is very important to me. (Right, then why aren’t you there?)
  3. I’m sorry I missed your call. (Well sometimes we’re not. Besides that’s a pretty useless statement.)
  4. I’ll call you back as soon as possible. (Now what’s wrong with that? Well... Your ASAP may be different from my ASAP and we’ll never exceed anyone’s expectation with ASAP. Simply state "And I will return the call.")
  5. Not giving caller an ‘out’ or another way to reach the party; i.e. another phone number, a person, or an email to locate them.

When was the last time you checked your own message? Probably time to do that.

"Reprinted with the permission of Telephone Doctor Customer Service Training.   314.291.1012"

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