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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Increase Research for Improved Customer Relations During COVID-19

Posted on August 11, 2020 in Business Advice Please leave a comment

What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect.

No Communication = No Connection

If we don’t have some frequency of dialogue with the customer, then we not only are not top-of-mind, but we’re not even “bottom-of-mind.” We are not in the mind. They don’t think of us, they don’t consider us because the relationship has gone stale.

Now caring is in the eye of the beholder. How one person defines whether they are cared for by the other may differ from individual to individual. But if we put things in the context of the customer relationship, there are some more consistent realities. Communicating with the customer just to sell isn’t relationship-building. A lack of communication isn’t relationship-building.

What Caring for the Customer Requires

Caring requires that people feel like they’re viewed as an individual – that we value them. It requires that we usually listen more than talk. It means that we try to understand their issues, needs, and goals, and – if they want more than the listening ear – we address those issues, needs, and goals.

So much of what I just described suggests that we can – and MUST – improve customer relations through research, and CSS is conducting a great deal of research in this COVID-19 environment because our clients understand this truth.

Customer research done correctly involves a company asking a customer a question. It involves the company seeking information from the customer, ultimately for the customer. Sometimes, well-designed research instruments convey caring for the customer and valuing of the customer just by how the tools are worded and what questions are asked.

Design with the Customer in Mind

What do you need to know about the customer to help them? What do you need to learn about them to best serve them? How do you identify their priorities, their issues, their concerns, their perceptions, their preferences? And how do you construct these questions in such a way that you convey that you care? We’re talking about research, and we’re not necessarily saying it’s purely web-based surveys. This can include one-on-one interviews, phone follow-up from account representatives, or check-in calls from staff. This could include informal e-mail requests, or it could include facilitated ZOOM focus groups.

Whatever it is, do enough of it to know enough about as many of your customers as possible to help them. If you professionally design with the conveying that you care in mind, you will improve customer relations.


Effectively Teach the Customer – 7/28/20

Posted on July 28, 2020 in Customer Service Tip of the Week Please leave a comment

The 1985 Harris and Rosenthal research project conveyed what really improves student learning based on the interaction with the teacher.  The top two factors that teachers used to increase learning were (1) The duration of the interaction with the student and (2) The encouragement of the student.  In 3rd and 4th place were gestures and smiles, and since we talk a lot about body language, will defer those for now.

So, let’s talk about the top two and how they relate to customer service.  Oftentimes, you are in the role of being a teacher to the customer – particularly in this COVID-19 world where we’re having to do things differently, where customers are having to do things differently, or customers are often having to do things for themselves.  If we want them to retain what we teach, we need to shift some of the past paradigms in the customer service world.

Longer Conversations – First, a short customer conversation may be good for a call center’s handle times, but it’s bad for a customer’s learning.  Increasing our patience, planning for more time with customer encounters, and ensuring customer understanding of processes, activities, and expectations – these actions have the greatest effect on how well the customer learns what we’re teaching them.

Encouragement – Second, it’s not just a matter of conveying the right information and allocating the time to it.  It’s also a matter of encouraging the customer. I know we don’t often think of ourselves as the coach to the player as employees to the customer, but when we are helping them to help themselves and expecting them to do things differently, we need to encourage them just like coaches encourage players.  We need to give them positive feedback just like teachers should with students or – for that matter – we should with each other.

When you find yourself in the role of educating others, allow for longer interactions with customers, and ensure the content is complemented by your encouragement of the customer.

Be a great teacher to your customers.

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When Customers are…Jerks – 7/14/20

Posted on July 14, 2020 in Customer Service Tip of the Week Please leave a comment

Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have to serve them.

So when you’re engaged with a customer and the phrase (“What a jerk!”) pops into your mind, let that acronym – J.E.R.K. – help you deal with them:

  • Just calm yourself down. Don’t match emotion for emotion – that will just raise the tension and lengthen the encounter. Remember their negativity is not about you – even if they’re directing it AT you. Use the techniques that work best for you for calming your mind and your pulse.
  • Empathize with them. Empathy always is a key ingredient in reducing emotion, because it takes away the sense that they’re in a fight. It makes them feel that – while you may not be “for” them – at least you’re not against them. Show that you understand their situation even if you don’t agree with their point.
  • Redirect toward a solution. The longer you’re mired in a talk about who’s to blame or what went wrong, the longer it can take to get it right. Yes, let them speak their peace, but segue to discussions of next steps, what you or they can do, what it would take to get it right.
  • Know your Plan B. Who do you go to or bring in when “JER” doesn’t work – a supervisor, security? What compensation can you offer – the remuneration tools the company provides or the alternatives that you can suggest? Can you take down the information and call them back at a specified time? Know what Plan B’s are available for you in these types of situations.

 

Do your best to do what’s best…when the customer is being a J.E.R.K.

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