What would a Customer Service professional do?

A Professional takes the time to explain.

Hey, you.....pssst.....over here. Come here for minute. I want to talk to you.

You are probably asking yourself, why would we want to explain anything?
Can't they just get the information on the website? Why don't they just call their Mom or something?

Hey, take a look over there. You see that person, your Customer? Right there, put your hand down, and don't point. Geez....what's a matter with you? I gotta teach you everything? Anyways, that person deserves a reasonable explanation.

Why?

Here, take your right hand and I want you reach around to your back pocket, that's right. No, I'm not trying to rob you or anything.

You feel that? It's called a wallet. And if you take that wallet out, and look inside you'll see something called money.

That's right, money. And that right there is one of the biggest reasons you explain things to your Customer and take the time to do so in a Professional manner.

But that's not the only reason.

They deserve an explanation out of respect. Respect because they chose you, among thousands and thousands of companies, they chose your company to spend their money with.

Still not good enough?

They need an explanation because your company was not clear on procedure, policy, instructions or warranty?

Another?

OK, what about the fact that they, your Customer, cannot use the product or service they purchased from your company as they intended? Does that sound fair?

Let me see if this works for you. You buy a product, it doesn't work right or do what it was supposed to do, and when you call and ask for an explanation or go back to the company that built the product or provided the service, you feel the company should not have to provide an explanation based on...what?

Gee, that sounds reasonable.

Ok, one more.

What about pride. Are you proud of your company? Is your company proud of you? Are you proud of the way you conduct yourself? Are you proud of the way you do your job? If so, doesn't it seem right that you would take the time to provide a reasonable explanation?

Professionals provide the time and the explanation because that's the only way they know how to do business.

Don't make me come back here to explain this again. You won't like it.

Be Professional.