Dealing with Customers Effectively

What is faster, getting a drink from a vending machine or waiting in line at the movie's for a drink? Easy, the first one is faster. This is exactly how you should see your customer's point of view. They don't want to wait in line for an answer. They want instant answers.

What is easier, filling up a vending machine once a week or working at a concession stand? Easy, the first one is easier. This is how you want to work - as little as possible! You don't want to answer every question. You have better things to do.

One-way customer support services are the methods available so you can fill your vending machine full of standard answers and let the customers take them as they need them. One-way customer support services provide immediate gratification to the users and keep you free to do other work.

Two-way customer support places you behind the concession stand. You now have a line of people waiting for time with you. The best way you can deal with these people is one at a time - everyone lined up quietly in a straight row. The two-way methods of customer support can be extremely useful or poor and cumbersome if you are not using the right services in the right way.