issue resolution

Should you tell the customer? The Company’s Dilemma - 4/23/19


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the Read more

Customer for Life – The Final Step - 4/16/19


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them. While the 3rd step is the Read more

Use the Actions of Empathy - 4/9/19


I firmly believe that the most important personal trait of someone in customer service is empathy. If empathy is understanding the other person, then it’s very difficult to truly serve someone that you don’t understand. Particularly when they’re upset or irate, being empathetic and getting them to Read more

Customer for Life – The Third Step - 4/2/19


Two weeks ago, we addressed the Second Step of keeping a Customer for Life: Never let a relationship go stale – keep the communication going. Now, we’re sharing the Third Step. To have a customer for life, you have to address what will keep them. Read more

Facial Recognition is the Future of Customer Service - 3/26/19


According to a recent New York Times article, facial recognition is the future of retail customer service. A trend in technology for retail businesses is to utilize facial recognition technology in order to better know who is entering your business. The idea is that if somebody within Read more

Customer for Life – The Second Step - 3/19/19


Two weeks ago, we shared a Customer Service Tip on how to get (and keep!) a Customer for Life. We addressed the First Step, Knowing what you need to know about the other person. Now, we’re sharing the Second Step. To develop a relationship with anyone, there has to Read more

Employee Runs for a Dog Run - 3/12/19


I was never a Boy Scout. I mean in the literal sense, but also somewhat in the figurative sense, but I digress. After years of telling myself that I needed something to help my dog get exercise outside without worrying about him trying to dig under a fence and Read more

Customer for Life – The First Step - 3/5/19


This should be the goal, right? That our clients today will be our clients tomorrow and well into the future. That their loyalty grows, their business with us grows, their referrals grow, and it is all part of a relationship that grows and develops over time. But what’s the Read more

Retrain Your Brain - 2/26/19


Admit it. You thought about it. You thought: Why in the world did the customer try to assemble that before reading the instructions? Why would they drive all the way down here instead of just checking the website? Why would they go through the drive-thru when they can deposit using Read more

Look Up, or Look Out! - 2/19/19


The clerk called out “next in line!”, and Frannie went to the counter. “Can I have your name?,” the employee asked, but she stared at her computer screen while asking. Frannie stated her name, the time of her appointment, and noted the reason for the appointment. Staring at the screen, Read more

General George Patton on Customer Service – 4/3/18

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


Here’s a quote from General George Patton: “Plans must be simple and flexible. They should be made by the people who are going to execute them.”

We’ve worked with enough companies to know that employees get irate when they’re told about plans too late or they’re not involved in any way, shape, or form in the decision-making process. Therefore, they’re given last minute instructions and plans that – oftentimes – they know will not work as designed. This lack of frontline employee input can easily lead to a lack of success.

But not all plans are strategic in nature or need to be executive-driven. Many plans – especially those that are more situational – can be developed by individual employees. You are the ones who are going to be executing these plans. You are the ones who are going to tailor them to the situation or the individual that you are interacting with at the time.

Therefore, create plans to cover some of these important but common situations:

  • You’re asked a question, and you don’t have the knowledge or experience to answer.
  • The customer complains and then demands immediate resolution.
  • You’re given a last minute project by a supervisor, when you already have competing deadlines on other projects.
  • The other person is making a request that you know cannot be addressed the way they want it addressed, or in the timeframe they want it addressed.
  • The customer asks about a product or service that you don’t have or don’t deliver.
  • The customer complains about your co-worker, your company, or some issue that occurred years ago.

 
These are all typical issues that many of us may run into occasionally (or frequently!). Instead of putting yourself in a position to have to come up with the perfect answer on the spot, create plans for how you would address each of the situations.

Yes, the customer and the specific concern may to be unique in every case. However, if you have a plan, your comfort and confidence level will rise, and you will eliminate one variable of the equation when determining how to address the situation.

Create simple and flexible plans for common (but important) situations.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


About Adults Behaving Badly and Common Sense – 3/13/18

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


I was conducting focus groups at a client site that was known for poor customer service. They were trying to change their culture and turn around their customer experience, but they first wanted to get a sense of the current state of things. This particular focus group had many long-term employees, some of which earned the department’s bad reputation for customer service.

As I probed to get their philosophies and approaches to customer service, I was getting a lot of “blame the customer” talk. To direct a question back to the employee’s responsibility in dealing with difficult customer situations, I asked them specifically what they do when they’re dealing with the complaining customer.

The first response I got was “Be an adult.” I asked the person to clarify, and their response was “Just be an adult. People respect it when you’re an adult.”

While this may be true in general, organizations cannot make the assumption that everybody’s definition of “adult” behavior will result in a well-handled customer complaint. This reminds me of the many times I’ve heard the statement that “customer service is just common sense.”

The problem with those statements is that we’ve all seen adults behaving badly. If you’ve ever been on Twitter or Facebook or just walked down the street for that matter, you’ve seen adults who are not a being respectful, considerate, humble, helpful, or effective in how they communicate with others.

And as much as customer service might be common sense, you and I know that there are plenty of people without common sense. Is it common sense to argue with an irate customer? Is it common sense to stare at your smart phone when the customer is waiting for you? Is it common sense to talk to a co-worker about the party last weekend the whole time that you’re ringing up the customer at the register?

Again, being an adult and having common sense would be good general philosophies for customer service, but not everybody delivering customer service has the same definition of those terms.

If we want everybody on the same page delivering the same great experience, we need a common definition of what we expect. We need to have conversations about what constitutes a good customer experience. We need to understand that to consistently serve the customer requires we specifically and clearly paint the picture of great customer service.

Be clear on what is truly a great customer experience.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Physician, Know Thyself – 3/6/18

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


Delivering exceptional service is about more than responding to the issue, need, or goal. It’s about more than resolving the complaint. It’s also about taking a step back and identifying WHY customers could get upset or irate, why they could have issues or complaints, why it’s not a pure joy to do business with your organization in the first place.

There are definite trigger points, and often those triggers are caused by something the company has done or created or changed. The old adage says “Physician, Heal Thyself.” But before we can “heal” our organization, let’s identify what is ailing our organization that could cause that customer concern. Let’s start with “Physician, Know Thyself.”

Consider this question: What could you (or your department or business) do that could make a customer frustrated, confused, irate, upset, or angry? Consider that the customer may experience delays, conflicting information, lack of follow-up, poor directions or signage, experiences that don’t meet company promises, multiple employee handoffs, lack of clarity, being asked to fill out forms before they’ve had a chance to voice the concern.

Next question: What could be happening in the organization that could create frustration, confusion, delay, or misinformation? Think about a new process, new product, modified facility layout, change in policy, reduced staffing, new (uninformed) employees, or shift change.

Your answers to these two questions will result in a long list of potential customer pain points. Once identified, you can begin determining the frequency of these issues and start to determine what actions to take that could lead to a better customer experience.

Evaluate your own organization for causes of complaints in your customer experience.

Know Thyself to Heal Thyself.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page