issue resolution

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

Serving the Technology-challenged Customer - 6/9/20


The IT helpdesk representative was on a call with a customer, and in trying to troubleshoot an issue, the employee said, “Let’s start by opening Windows.” The customer said “OK,” and there were 2 minutes of silence. The employee twice asked, “Are you still there?” with no response. Finally, Read more

Address the 4 P’s for a Customer-friendly COVID-19 Walk-in Experience


This is not about what is medically most effective – please see the CDC for those guidelines.  This is about how to help your customers have a great experience as an onsite visitor at your facility or storefront.  For a comprehensive approach to a customer-friendly COVID-19 experience, address the Read more

The Deeper Reason to Transform the Customer Experience - 6/2/20


Why are government offices putting up plexiglass between their staff and their customers?  Why is restaurant takeout being done in such a way that is contactless and yet still fosters engagement between the employee and customer?  Why have so many traditionally onsite businesses converted to delivery businesses? The answer is Read more

Motivating Yourself when Working Remotely - 5/26/20


For any of us who are working remotely, we are finding ourselves more and more having to be self-motivated. And while many people are naturally self-motivated, others need to have that manager who gives us the encouragement. Many of us need to have that ongoing informal dialogue with co-workers Read more

Defining Organizational Agility in a Time of Uncertainty


You may have heard references in management theory over the many decades about the importance of a business being an “Agile” organization, but oftentimes that is a word thrown out in generalities to illustrate vague points about how organizations should be managed and make decisions.  In this time of Read more

Change Management – Facts about Past Decisions Reduce Fear about Future Decisions


Change can result in fear.  Particularly where change is thrust upon someone very suddenly, it can create shock or disbelief.  Sometimes that change is not something an organization can plan for; it therefore cannot adequately prepare its employees for what’s ahead...at least initially. In this COVID world, Change Management is Read more

Tire Dealers Becoming Teachers - 5/19/20


I recently needed two new tires for a vehicle, and I first went to the tire dealer’s website to find some options.  The site’s look/feel and ordering process had changed, and I didn’t see a tire I wanted, so I called the store to make an appointment. When I arrived Read more

Know the Customer’s Value Proposition – 2/12/19

Posted on in Customer Service Tip of the Week Please leave a comment


I’ve written about how it’s important to build up your co-workers when talking to customers. When the nurse is getting ready to send the patient down to radiology, she lets the patient know what great work and great care that the radiology tech provides. When the teller contacts a financial advisor to arrange a meeting with a customer, the teller notes how his co-worker has helped many other customers with a similar need. When the pro sports sales representative hands off a new account to their service specialist, he notes how responsive the service rep is to his clients.

While these are all great examples on how to build up a co-worker in the mind of a customer, it’s even more important at times to have that same positive talk about the customer themselves.

Customers want to feel valued, like their purchase decisions and their dollars are important to the organization. Even more than that, they want to feel like they themselves are important to you and your company. You obviously can do that by providing great customer service. You can also do that by finding ways to tell them how much you value them. Everything I’m about to suggest obviously needs to be done with sincerity, so don’t say it if you don’t believe it:

  • Let the customer know when they’ve asked a great question.
  • Tell them when you agree with the option they selected.
  • Convey appreciation for bringing an issue to your attention so that other customers won’t have to face the same issue.
  • Thank them for coming all the way into your office to chat with you.
  • Thank them for their time and their patience.
  • Ask them for their ideas and their guidance, and then give them credit when you think one of those great ideas will work.
  • When they fill out the paperwork correctly, let them know they did a great job.
  • When they give you thorough answers, let them know you appreciate all the detailed information.
  • When they answer your series of questions to give you the information you need to address their need, thank them for all the responses.

 

Your customers are part of the service process. Their effective and complete participation is valuable to you. Let them know when and how they provide value to the process so that they feel valued by you.

Know the Customer’s Value Proposition.

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Don’t Dwell on the Customer Crazies – 1/22/19

Posted on in Customer Service Tip of the Week Please leave a comment


Whether or not you’re a fan of Duke University basketball, you may have heard of the “Cameron Crazies.” This is a nickname for Duke fans that attend home games in Duke’s Cameron Indoor Stadium. One of my friends was one of those Cameron Crazies. He was one of the first to wear a giant blue wig, exemplifying his craziness over his school’s team. You could see him coming from a mile away – or pick him out of a crowd of thousands, all because of the wig.

For us in customer service, we work with customers, and most are reasonable people who you can have reasonable discussions with about important topics, and you can come to a reasonable resolution. But then, you always have a few “Customer Crazies;” unfortunately they don’t wear giant blue wigs, so you can’t see them coming a mile away.

One such customer went to a local restaurant, was infuriated when the new owners of an establishment didn’t honor a coupon from the prior owners. The new owners tried to offer other free options in place of the coupon, but the customer stormed out. The customer later posted negative reviews on social media. The problem with the reviews was that the restaurant had proof (including video) that the customer wasn’t telling the truth.

Most of us have run into this situation, too. It’s the upset customer, or it’s the customer trying to get a freebie, or it’s the customer just outright telling falsehoods to get what they want.

Keep in mind that you only have control over half of conversations with customers. You can control what you say, how you say it, and what action you take; but you cannot control the customer. If you’ve done all you can do, sometimes feel good about what you’ve done even if the customer doesn’t seem to feel good about the outcome.

You can only control what you can control. Don’t dwell on what you can’t control.

Don’t Dwell on the Customer Crazies.

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Retain through Responsiveness – 1/15/19

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In a recent Bloomberg article about online retailers, there’s a story about a women’s cosmetics customer who used an online app to order some items. She waited weeks for the delivery after it was shipped to the wrong address, and she had great difficulty in getting the issue resolved. She didn’t report the issue on any social media site. She didn’t yell at the employees she contacted. She simply took her business elsewhere.

She said “You have to make customers as happy as you can because there are so many options out there. What’s going to stop them from going somewhere else?”

That’s a great question! What could keep your customers from going elsewhere? The short answer is “nothing,” but that’s not necessarily the accurate answer.

By saying that there’s nothing you can do, you’re effectively saying that you have no control over those things that impact the customer’s decision. And that’s just not true. In the vast majority of cases, you and your organization have strong abilities to influence those factors that impact the customer’s decision to stay or to go.

In this case, the customer left because the company was not responsive. They were difficult to get in touch with online. When she switched from the online attempts at customer service to the telephone attempts, it was not a smooth transition. The lack of responsiveness in rectifying her issue pushed her away.

Many of those things are within your control or at least within the company’s control. You and your organization are the ones who identify the process of investigating issues. You all are the ones who can offer some kind of compensation or alternative solution. You are the ones that empathize and convey in your tone and your actions that you care about the customer and are truly sorry for the inconvenience and the issue. You and the organization are the ones who help to make this person believe that the issue that happened in the past won’t happen again.

Take ownership over whether your customers decide to stay or decide to leave for a competitor.

Look at your complaint resolution attitudes and actions; observe your service recovery approaches. Look at the speed with which you and others in the organization respond to the problems your internal reporting identify or your external customers conveyed through their complaints.

Retain more customers by more quickly responding to their issues.

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