resolve

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

Developing Fan Relations During COVID-19


As sports teams and organizations across the world are gearing up to start play without fans, these same organizations are also determining what that fan experience is going to be when fans start attending again.  Many sports organizations are focused on locking in revenue from existing fans - keeping Read more

Reduce Their Anxiety Leading Up to Their Return


Building customer comfort and confidence in going to your facilities is a process which has a lot of similarities to the technique we train clients on to reduce customer anxiety.  From a tactical perspective, when you’re interacting with somebody who is anxious or nervous, you want to get them Read more

Moving toward Normalcy: The Face-to-Face Keys - 5/12/20


As we slowly go back to a face-to-face world, here are a few quick reminders for what positively differentiates employees who understand the importance of body language and expressions v. those who don’t. Especially if you’re wearing a mask and serving customers, ensure your eyes are focused on the other Read more

Pivot to a Stronger Post-COVID Culture


If there ever was a time for virtually every organization to assess their culture, this is it.  Culture not only drives customer service, but it also drives long-term organizational success.  While leaders can define the Desired Culture and can chart a Vision, leaders typically do very little of the Read more

5 Steps to Valuing Another’s Time - 5/5/20


Is your time valuable?  Is the customer’s time valuable?  I would think we would answer “yes” to both questions, but what does that really mean?  It’s important, and it’s finite. Time is precious because it doesn’t come in unlimited quantities.  We can’t go to Amazon and buy more time.  It’s Read more

Put Yourself at the Controls of Change - 4/28/20


You have probably heard about manufacturing plants and restaurants who are pivoting during these challenging times and starting to make hand sanitizers, masks, and gowns.  They are being forced to change, and they’re trying to find the opportunities among the obstacles that surround them. Sometimes we, too, as individuals in Read more

From Team-up to Partner - 4/21/20


The phrase used to be “Team-up.”  Company A and Company B are going to Team-up to address this big consumer need. Now the term is “Partner.”  Organization A and Organization B are going to partner together to seek a resolution to this community issue. Both of these phrases essentially deal with Read more

6 Ways to Provide Something Extra - 4/14/20


Winnie and Wayne ordered take-out last week, and when they brought their food home, they put the bag on the kitchen table and started unloading.  As they were pulling out the boxes, they noted two little handwritten notes. Each was a Thank You Note written by a different employee Read more

Hope is a Powerful Word - 4/7/20


It was a typical daddy-daughter conversation. The two were just chatting about whatever a father and an 8-year old discuss, and the father decided to ask his daughter a question. What is your favorite word? With no hesitation, the girl said “Hope.” “What a great word!” the father replied.  He was Read more

Libby Listened to Serve – 7/16/19

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

Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall.

After going through her training on the computer and phone systems, she began to work in the live environment. Day after day she took the calls from the customers, answering their questions and handling their complaints. As her supervisor would monitor her production on the phone, he noticed an alarming statistic. Her average call length was about 30 seconds longer than the organization’s target.

The supervisor needed to know why this was happening. He knew that she was a good conversationalist based on their employee meetings and her initial interviews with the company. Maybe she was talking way too much.

So he began auditing her calls, listening in for long periods of time during the day. Suddenly, several things became obvious. First, she surely was not a big talker. She had a friendly tone when she did talk, but she was actually quite quiet. Then the supervisor noted when she did talk that she would either affirm something the customer was saying or she’d ask a question. Then he realized that she was resolving their issue herself, or getting the most appropriate answer herself to the question on that one call. There would be no need for that customer to call back on that topic again. This was First Call Resolution at its best.

Then he realized her secret. She was a great listener. The customers loved talking with her, they got their items addressed, and they felt that someone cared about them. And at the same time, she didn’t talk too much, and she addressed their topics on the spot. There would be no repeat calls on the same topics from Libby’s customers.

The supervisor was so pleased with what he found that he redesigned their call-handling procedures to focus on effective listening techniques. He focused on owning the customer’s satisfaction. And he focused on using effective questioning techniques to resolve issues on the first call.

The volume of calls dropped because of the resolution, customer satisfaction soared, and employee morale grew. All because they learned how to listen.

Listen to your customers and your employees to serve them better.

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Use the Actions of Empathy – 4/9/19

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


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 feel your empathy can help to defuse the situation.

But to make the customer feel your empathy, you not only have to empathize, but you’ve also got to convey that to the customer. So, work on these key empathy actions to S.E.N.D. the right message:

  • Stop – Stop what you’re doing (e.g., paperwork, computer work, working on equipment, looking at cell phone, etc.). It makes them feel like you are their one priority at that time – that you want to understand.
  • Eyes – Make positive eye contact. It ensures that you’re not appearing distracted or upset. You appear focused on them.
  • Nod – Occasionally nod when they say something with which you agree. You’re showing you’re not a brick wall, like someone disagreeing “inside” even though you’re not verbally arguing. Instead, it shows you’re being understanding of their situation.
  • Document – Take a few notes as they talk. It conveys that what they have to say is important enough for you to get the facts/information right (FYI – Tell them why you’re writing so they don’t feel you’re doing other work.).

 

S.E.N.D. the right message. Convey empathy with your actions.

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Retain through Responsiveness – 1/15/19

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


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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