Posts Tagged ‘customer service’

NewscastTip: Good customer service vital to building brand

Everyone knows good customer service is disappearing, even in customer-centric industries such as retail and hospitality, so it may be surprising to think about customer service in the newsroom, but the fact is it can play an important role in boosting your station’s brand and effectiveness as a news organization.

When answering the assignment desk phone, for example, adding a courteous greeting such as “Good morning” is much more friendly than a curt single-word greeting such as “Newsroom.” Tacking on a “May I help you?” at the end of the greeting is also a small measure that can have a bigger impact that you may think.

When dealing with callers, it’s also important to recognize you appreciate their call, no matter how trivial the subject or how busy the newsroom is. Staffers should be encouraged to speak with energy in their voices and provide feedback to callers, even it’s just a simple “I understand” or “Yes, I see.”

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