Posted by Meredith Estep on Wed, Mar 10, 2010 @ 01:18 PM
As client services representatives, we could easily say that we are all in the same boat. We are attempting to satisfy our clients on a daily basis, drive repeat business, build lasting professional relationships, and ultimately grow the business that we are a part of each day.
I recently read a book by Elizabeth Lesser called "Broken Open: How Difficult Times Help Us Grow" as part of a work-related assignment. One section, in particular, called "Bozos on the Bus" stood out to me and I believe can be applied to the customer service line of work. A few quotes that I enjoyed are below, along with my idea of how they can be applied in the customer service realm:
"Contrary to the self-assured image we work so hard to present to each other on a daily basis, we are all half baked experiments-mistake prone beings born without an instruction book into a complex world."
We arrive each day to work in hopes that we will be able to satisfy each client without any hiccups or major catastrophes. Sometimes our plan works and sometimes it does not. Perfection is certainly a fabulous goal, but sometimes we have to remember that we are human, one of those Bozos on the bus.
"But the truth is, we all know that the cool bus does not exist. It just looks that way because we are all playing the same game. So in honor of our flawed selves, let's celebrate our quirkiness, our uniqueness, our humanness. Yes, we are all just bozos on the bus. As Wavy Gravy says, we may as well sit back and enjoy the ride."
The above quote is a great reminder not to fill your day with stress. Just remember, the client on the other end of the line is on that bus too! Be in the moment and do all you can to satisfy your client. After the call is complete, get off at the next bus stop and jump on the next one. Enjoy the ride!
If you would like more information Elizabeth Lesser and her various works, please visit her profile page on the Omega Institute website:
http://www.eomega.org/omega/faculty/viewProfile/aad2658b4a173589f57dd7f1b83e02a4/?source=SEF.LESSE&gclid=COuS7ozarqACFQcMDQodV2m8Zg
-Jessica Snead
Posted by Meredith Estep on Wed, Mar 03, 2010 @ 01:08 PM
Your customers are the backbone of your organization, and it literally pays to treat them right. In fact, if you want to gain an edge over the competition, you need to treat them better than "right" to avoid losing them to the business down the street. Here are six ideas for raising the customer service bar to help your business stand out from the crowd.
Establish a Minimum
Before you can be exceptional, you have to understand what good customer service is. Establish the core basics such as using "please" and "thank you" when addressing customers and being on time for appointments. Once you know where your customer service bar begins, you can work on the task of raising it.
Provide Training
If you want your staff to make customer service a priority, you must also make it your primary goal. This means providing training in customer service because the right skills to delight customers do not come naturally to all employees. Use games and role playing activities to make the training fun and memorable.
Make Way for Exceptional
Employees are often afraid to go the extra mile for customers because doing so might bend policies or procedures. Let your staff know where the real lines are and give them some flexibility in terms of reimbursing fees, providing discounts or working around basic polices. Incorporate this information into your customer service training so your staff understands that the ultimate purpose of bending the rules is to maintain a loyal customer base.
Be an Example
The best way to teach exceptional customer service is to lead by example. If you encounter an irate customer, how do you handle the situation? If your employees see you calmly taking the situation in hand and providing the extra TLC to transform an angry customer into a happy one, they will be more likely to follow suit.
Treat your Staff Right
To ensure your staff treats customers the way they want to be treated, management must handle their employees the same way. Treat everyone on your staff with respect, listen carefully to their issues, and do your best to offer positive solutions. This approach also leads to a harmonious work environment, where employees are motivated to do their best with customers.
Remain Patient
Exceptional customer service does not come naturally to many employees, and even after sufficient training and practice, you are bound to encounter the occasional customer service snafu.
First, resolve the problem on the customer's level. Next, talk to your employee about how the situation could have been handled better. Remain positive throughout the process, and your employee will see the experience as a learning opportunity, rather than a disciplinary measure, which will make them more likely to try harder the next time.
Raising the customer service bar begins at the top, with managers teaching skills to employees and demonstrating the principles through their own actions. When you switch the focus of your business to one of customer service, the entire organization follows suit, and the customers ultimately benefit.
- Meredith Estep
Posted by Meredith Estep on Mon, Feb 22, 2010 @ 08:36 AM
Every year, my team goes to Build a Bear Workshop at North Point Mall to make bears to donate to various children's charities. This is always a big treat to everyone on the team as a good way to spend some time together outside of the office, as well as doing something to benefit our community.
We were very fortunate to have the team of Brittany, Deanna, and Heather assisting us with building our bears this year. While they typically do not host parties consisting of only adults, they made sure to treat us the same way they do all of their customers, making sure we had a good time and encouraging us to have fun and act like children a little bit. If you have ever been to the Build a Bear Workshop, then you can imagine that we hopped around the store, stuffed our bears, and even "washed" them in the sinks that the children use.
This year, we made our bears for an organization called Bert's Big Adventure, a 501(c)(3) non-profit organization that provides a spectacular five day journey to Walt Disney World® for children with a chronic and/or terminal illness and their families. We were able to make personalized bears for each child as well as their siblings. Brittany, Deanna, and Heather were able to give us excellent ideas on how to make each bear different and specially designed for each child. Their attitudes definitely reassured us that they care about the cause as well, and were happy to be a part of this gift.
Having the team of Brittany, Deanna, and Heather there to assist us with this spectacular experience made a huge difference to us. We are sure to keep going to Build a Bear Workshop for years to come!
If you would like to learn more about Bert's Big Adventure and the amazing things they do in these children's lives, please see the attached media kit or visit their website at http://www.bertsbigadventure.org/.
- Amanda Browning
Posted by Meredith Estep on Fri, Feb 19, 2010 @ 11:02 AM
Being reliable is an extremely important quality to have, especially in the customer service realm. Proving to your clients that you are reliable by doing what you say 100% of the time is one of the most fundamental aspects of customer retention. Try comparing the way you treat your customers to the way you would expect from others in your personal life. It is very important that those that are close to you are honest and do what they say - as it is the same in customer service. The more you prove yourself as unreliable, the more customers will be easily persuaded to try one of your competitors. As we have said before, the level of your customer service will make or break your business.
In today's economy, almost everyone has to fight tooth and nail to retain current accounts, and certainly to sign on new ones. We no longer have an industry in which giving a good presentation and having a nice smile will earn you customers; you have to prove to them why you are the best, through any means possible. Potential customers have more options than ever before, and most companies are going to fight for their business. It is vital that you find a way to prove why they should choose you, or remain your customer when tempted with other offers.
You may be wondering the best way to prove that you are the best possible choice for current and potential clients. First and foremost, you have to strive to always do what you have promised. Make every effort to mold your relationship with the customer into an open, continuous, and cordial one. Be sure to prove to the client why you deserve their business by taking advantage of every opportunity to provide knock-their-socks-off service. Keep in mind that exhibiting great customer service in any arena may just put your foot through the door of a new opportunity. Commitment, communication and delivering results will keep you in for life.
- Angelica Riera
Posted by Meredith Estep on Wed, Feb 10, 2010 @ 08:02 AM
Working in customer service for a couple of years has made me learn that not every problem is solvable, no matter how badly I want it to be. While you should always make sure you try everything possible to solve the problem at hand, there will be times when you cannot give the customer the outcome they want. At those times, depending on the customer, it may cause a strain on the relationship. Make sure you let the client know that you have done everything in your power, and that management has been informed of the situation. Even though you may not be able to solve the problem at hand, it is still vital to let the customer know they are very important to you.
There are many reasons why sometimes things may not be in your control. This can happen when the customer is requesting something that is against company policy, or it might be more beneficial for the client if you go a different route with solving the issue. Sometimes your company simply will not have the appropriate resources, such as time or product, to fulfill the client's request. Below I have listed a few helpful ways to handle those tough situations.
One way to address the situation is to provide the client with every possible alternative. Give your customer many different scenarios so they can look at it from all angles, then they will have an easier time determining what they want to do from there. Also, make sure to get the client in touch with management. Customers feel a sense of control and recognize they have your respect when dealing with a higher authority. Depending on the situation, you may be able to offer them an incentive on a future order. Do not consider this a quick fix to the problem at hand, but it may help ease tensions when getting to the root of the issue. Finally, you should let the client know that you are going to have an internal meeting with your team to discuss changing policies if possible. You and your team can come up with ways to better handle the situation the next time it comes up, and to make it easier for your customers. These are all great ways to help you handle those tough situations, and if used effectively can help better your customers' experience even when you have to say no.
Finally, as long as you have exhausted every possible avenue, it is very important to make sure you do not take the customer's frustration personally. Not many customer service reps would be the field very long if they considered it their fault every time they had to say no to a client. Remember that typically the customer's frustration is not with you personally, but with the company. However, as the face of the organization you will receive the brunt of the client's disappointment. Keep your head high and make the best of a sticky situation by doing everything you can to please the customer and keep them coming back.
- Amanda Browning
Posted by Meredith Estep on Fri, Feb 05, 2010 @ 10:45 AM
Despite your best efforts, customers sometimes become angry with your business. Dealing with angry customers is not easy since you are thrown into an emotionally-charged situation without any choice or foresight.
The way you handle a precarious situation will make all the difference in whether you lose a good customer or maintain a positive relationship. Take these steps for diffusing - and even pleasing - an angry customer.
Allow Venting Time
Imagine your customer approaches you with steam coming out of their ears, and you are unsure how to stop them. Want to know the secret? Do not try to stop them at all. Instead, allow them to let all that steam out before you even begin to try to resolve the situation. While your customer is venting, try these techniques:
Acknowledge their right to be angry.
Listen carefully to pinpoint the underlying issue beneath the anger.
Do not take their anger personally, even though it is directed at you at that moment.
Be patient and give them time to let all of their emotion out.
Do not respond emotionally to anger; remain calm and use a low voice.
Once the customer has released their emotion and calmed down, it is time to take the situation into your own hands.
Apologize if Necessary
If your customer is angry with a defective product or a mistake your company made, do not be afraid to apologize for the situation. A simple, "I am terribly sorry for the frustration you have experienced with this incident, and I will try to make it right" will go a long way in turning an angry customer to a satisfied one once again.
Record the Details of the Complaint
Ask your customer if you can record the details of the problem to share with the rest of the staff at a later time. This ensures you get the complaint right the first time while also showing the customer that you care enough about the situation to ensure it never happens again.
Own the Problem
Angry customers get even more frustrated if they think you are trying to pass the buck. Tell your customer you will make sure the issue is resolved, even if you have to go to other employees or management to do so. Record your customer's name and phone number and promise a callback with a response if you cannot solve the problem immediately. Give the customer your name and number so they can contact you if they have any questions. This makes a customer feel that they are back in control of the situation and that they now have recourse for their concern.
Go Above and Beyond
When appropriate, go above and beyond simply resolving the problem to make up for your customer's inconvenience and frustration. Provide a product at a reduced price or offer a coupon for future purchases. Follow-up with a phone call or postcard a few weeks later to ensure your customer was satisfied with the resolution. These small steps go a long way in transforming an angry customer to a satisfied one once again.
- Meredith Estep
Posted by Meredith Estep on Wed, Jan 27, 2010 @ 08:42 AM
All businesses want happy customers. However, many companies do not know how to recognize whether their customers are really satisfied or simply going through the motions until a better deal comes along. To help you gauge whether you are adequately meeting your customers' needs, consider these ten characteristics of happy customers.
Continuing Business - Happy customers will keep coming back to your business time and time again. They will ask for other products and service you offer. You will become their go-to place for meeting all their needs in your particular industry.
Few Complaints - Happy customers rarely have complaints, and when they do, they present them in a calm, positive way. If you have customers frequently venting frustrations about your service or policies, you need to go the extra mile by providing flexibility customized to your customer's specific needs.
Referrals - Word of mouth is one of the most powerful marketing tools available, and happy customers will spread word of mouth like wildfire. If you are frequently seeing new customers that have been told about your business by current customers, you are nurturing a happy customer base.
Questions - Happy customers will bring their questions and problems to you because they are confident that you can effectively answer them.
Feeling of Importance - Happy customers believe they are a significant part of your company. You can nurture this feeling of importance by calling customers by name when they come in and taking the time to learn about them as you are developing a professional relationship.
Willingness to Provide Feedback - Are your current customers willing to complete surveys and provide feedback about your products or services? Happy customers feel comfortable enough with your staff to talk freely about the products and service they receive from your company.
Trust in Your Input - When you suggest a new product or service to a current customer, how do they respond? Do they listen to your pitch, or do they immediately turn off? Happy customers trust the people they do business with enough to know that cross-sales efforts are done with their best interests in mind.
Trust in Your Follow-up - Happy customers know that when an issue arises, your business will see the issue through to resolution. Remember that just one dropped ball in the process will frustrate your customer and diminish that trust. When your customer has an issue, own the problem and see it through to the end - without exceptions.
Trust that Their Needs will be Met - Truly satisfied customers know that a business is going the extra mile to satisfy their needs. They trust that policies and procedures can usually be modified to their unique situations when necessary.
Increases Your Bottom Line - Happy customers help a business grow. If you see your bottom line increasing with return customers and customer referrals feeding those numbers, you know you are doing something right.
Happy customers build businesses and these characteristics will tell you if you are on the right track. If not, it is time to strengthen your customer service to ensure everyone who walks through your doors walks out a happy customer.
- Meredith Estep
Posted by Meredith Estep on Wed, Jan 20, 2010 @ 01:20 PM
Making your customers feel important is a tremendous step in building customer loyalty. How do you know what customers want in order to feel important? While each individual is different, there are six definitive ways you can make your customers feel important every time they interact with your business. 1. Know Your Customer's Name
Know thy customer! If you or your service team regularly meets customers face-to-face, then practice learning and memorizing names. Every time the customer returns to your place of business, they are greeted by name, making them feel like they are royalty. 2. Treat Each Customer as Your Best Customer
Customers want to know they are valued by your business. No customer should be an interruption. They are the lifeline of your business and should always be treated as such. Train your service staff to give complete attention to a customer. Let the customer know that their needs are the most important item of business at this very moment. 3. Smile Genuinely
Why is it so hard for some service professionals to smile? A dour-faced service professional will accomplish much less than one who is friendly. Be sure that you and your service staff practice giving a smile to every customer. 4. Resolve Issues Immediately
If you have a customer with an issue, resolve it immediately. Nothing makes a customer feel valued and important than when you drop everything to solve their problem. Avoid saying, "I'll see what I can do." Sometimes it is necessary to get back to a customer at a later date, but if there is an immediate solution available, do it now.5. Be Proactive
Making customers feel important also means that you anticipate their needs. Do you know that Mrs. Smith likes to have a coffee waiting at her table? That Mr. Jones requires extra legroom? Think ahead of your customers. Know what your returning customers need are and be ready to meet them. Though you may not know all the needs of new customers, try your best to read them and anticipate what they may need. Do not be afraid to ask what else you can do to make them happier. 6. Say "Thank You"
Your mother probably taught you this fundamental rule, and it is certainly good advice. Always say "thank you" and use the customer's name whenever possible. By acknowledging that you appreciate their patronage, your customers will know they are valued.
Valued customers are your loyal customers. Make the effort to make them feel important. With each positive impact you make on a customer, you will be rewarded - not only with their business, but by referrals and a reputation that precedes you.
- Meredith Estep
Posted by Meredith Estep on Wed, Jan 13, 2010 @ 10:43 AM
How is customer satisfaction measured? There are many ways! Some hold to the idea that revenue is the only way to measure customer satisfaction because return customers will not come back if they are not happy. While that can be true, the customer may simply have a need for that particular product and you offer the best price; they may not necessarily be completely satisfied. It may seem obvious, but the best way to measure the satisfaction of a customer may be to simply ask them! There are different ways to obtain client feedback and there will always be different responses. No matter what the response, the feedback from a client is valuable and necessary for a company's success.
Client feedback is an important way for companies to connect with their customers. When a customer provides feedback it allows the company to see itself through the eyes of the patron. While it is true that some people will inevitably give negative responses, take those to heart and use them to better your organization! In the end, no matter what the responses are, client feedback is useless if a company does not use it to better their business practices.
There are many ways to obtain client feedback. A very effective way is to send out surveys. Surveys allow customers to express themselves freely about what is being asked. Sometimes when feedback is requested via telephone or in person, the customer may be more inclined to say what they think you want to hear and not what they really want to say. A survey based on customer service can rate everything from how the situation was handled by representative to how they are being treated by the company as a whole. This will help the business pinpoint any strengths or weaknesses they must improve on to build a better relationship with their clientele.
You may also obtain client feedback with a simple phone call or a face-to-face meeting. This approach may work better for some than others. As stated earlier, some customers may not be as open as you might like. Others may feel like they are being put on the spot and not want to hurt any feelings by providing negative feedback. However, there are customers who express themselves better in situations where there is a more personal touch. Some of the most useful feedback you can receive about a company is when the conversation is taking place during a lunch meeting.
Client feedback is important, but more importantly is how you use the feedback. This input from your customers is key to a company's success, as it is essential to listen to the advice of your clients and improve on it. Do not take it as an insult if clients say you need to improve on something, take it as a way to become more successful. You can use negative feedback and turn it into something very positive! If a client is unhappy with a process or procedure, fix it! Show your customer you are listening. After they see that change they will feel great that you made an improvement on something they brought to your attention!
Satisfied customers will equal retention and more revenue. To get there you need to know what it takes to satisfy them and what they feel they are receiving from your company. The information gathered from surveys can be used to strengthen the relationship between a company and their customers when improvements are made!
- Kristine de Vera
Posted by Meredith Estep on Wed, Jan 06, 2010 @ 11:31 AM
A large part of your business' success depends on the customer service you provide. Will your customers want to return? Will they tell others about your business? Depending on your level of service, customers will make choices regarding their loyalty to you. Give them that extra service that points them in your direction again and again.
Here are six ways you can provide creative customer service that your clients will remember.
1. 24 Hour Call Service
Do you accept calls any time of day? Depending on your business, a 24 hour call line can be the difference between getting more business or sending customers to the competition.
For instance, do you run a plumbing business? Unfortunately, for your customers, plumbing emergencies do not just happen during business hours. Consider a phone line that customers can call any time in service businesses, such as locksmiths, towing, computer repair, auto repair, etc.
2. Give a Gift Basket
How do you thank your customers? Consider a gift basket for long-term, loyal customers. If someone has been placing orders consistently over the year, consider giving a gift basket as a thank you for their loyalty. Giving something back to customers lets them know you value their business.
3. Remember Birthdays and Special Events
Keep a calendar of important dates for important customers. Try to keep a database of birthdays for all your customers. Send a gift certificate in the mail as a birthday present, or even a free gift. Remembering birthdays and special events helps make a customer feel special, and he or she will reward you with continued business and referrals.
4. Memorize Names
A helpful customer service idea for your business is to ask and remember your customers' names. Nothing tells a customer that they are appreciated more than greeting them by name every time they walk into your store. Teach memorization tricks to help your staff associate names to faces. This idea can go a long way to helping you build customer loyalty.
5. Send Tokens of Your Great Service
Stay in touch with your customers. Send a simple postcard after a purchase to ask how the product worked for them. Publish regular newsletters to let your customers know about special happenings about your business. Put a holiday greeting every year in the mail.
While you want to keep your correspondence professional and brief, each little reminder in the mail helps your customers know that you value their business.
6. Provide Reminders
Sometimes a customer needs to be reminded about appointments and regular maintenance. For example, if you are a dentist or a chiropractor, a small postcard reminder that a checkup is due can result in getting customers in the door again. An auto mechanic service might send a regular oil change reminder every three months to encourage customers to continue important preventative maintenance on their vehicle. Not all customers will remember to continue setting appointments. Do the work for them, and your business will be rewarded.
Customer service is not just the face-to-face interactions with your customers. It is also the little things that build big loyalty - and boost your bottom line.
-Meredith Estep