The Art of Giving Directions

The Art of Giving Directions

By Nancy Friedman, Keynote Speaker, Customer Service Expert; Founder and President, Telephone Doctor Customer Service Training, St. Louis, MO Yes, it’s an art. If you are a location where people call and ask, “Where are you located?” this is for you. I’ve had to call for directions both locally and out of town recently and the results are frankly disastrous. It’s amazing how some people do not know how to give effective directions. Let me help you: I called a retail location recently and asked, “Hi. Where are you located?” Simple enough. Right? Wrong! The sweet young lady who answered bellowed out, “Bob, where are we located?” Fortunately, BOB knew. But I’ve called many places as we travel the USA to ask that question and here are a few other answers: “Hi. I’m coming to the mall. Where are you guys located?” Answer: “Right under the escalator.” Me: “Super, thank you.” What she neglected to let me know is there were 4 escalators in the mall. It was a massive mall. Took me 20 minutes to find the right one. Agggg. Yes, I could have asked someone in the mall. I know that. But better if she had said, “There

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