Yet, we continue to see organizations that talk good service but don't seem to be getting through to their employees about how to provide it. Make this a top internal marketing priority. Strive to convey the spirit of customer service that you want. Provide telephone training for for anyone who might be required to answer the phone. Set a standard on how long people are kept on hold when they call.
People get more upset the longer than have to wait.
A patron calls your business to tell of a problem with they encountered. The polite response might be to apologies and offer a partial refund. Make it OK for employees to tell you about problems. Establish keys to superior customer service. Change the organization to focus on the guest.