by Annette Hatton

Created on: July 09, 2010   Last Updated: July 11, 2010

KISS Me Third: Customer Service Callback Calls Are Money in the Bank

“I didn't hear from you so I went with another company, but I'll keep you in mind if I ever want to go with a different company.” With that dismissal it is time to go to the nearest wall and bang your head against it a few times. What else can you do when you lose a customer because you failed to call.

There are those who watch things happen and those who wonder what happened, then there are those who make things happen. Take the offensive and make things happen, learn, change and overcome. Create a callback file system to help you out-sell, out-manage your competition and put at your fingertips customer information the CIA would envy. There are four components to the system, an appointment calendar, a personal directory, a customer dossier and a notepad.

The Appointment Calendar is divided by months and days. You need one set monthly dividers, one to three sets numbered day dividers, one through thirty-one and appropriately sized blank cards. You also need either an index card sized file box or the larger Rolodex and a couple sharp pencils.

On the appointment card put contact information, names, phone numbers, appointment date and time, why the call and a listing of birthdays, anniversaries and other important dates. This list facilitates your staying in touch and impressing customers by remembering a birthday or special day. Go the extra customer service mile, call a parent or grandparent shortly before Mother's Day, Father's Day or Grandparent's Day.

Keep the appointments organized, the next call in front. When you finish a call, file the card appropriately for future callback. Start the month, June 1 with all your callback appointments organized behind the appropriate date. Move number one divider behind July's divider. The next day, June 2, move the number two divider behind July 1 continuing the pattern as you work through June organizing your July callbacks as you go. Organize three months in advance of your calling by using three sets of dividers. Optimally you want to stay in touch with your customers by calling at least once each quarter. Rotation is key to callbacks, customer service and good customer relations.

Using a Rolodex? There is no need to move monthly dividers, but you do have to make your own day dividers. Tiny peel and stick tabs are found in most office supply stores. A note here to inventors and entrepreneurs: The Rolodex Company already rejected

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