Intelligent Help Desk Blog

How Important is Reliability, Really?

 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

Ten Characteristics of Happy Customers

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

Six Fundamental Customer Service Ideas

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

Practice What You Preach: The Value of Leading by Example

Your actions and behavior are contagious for your entire customer service team. If you want your business to be known for its outstanding service, then you should be the best example on your team.

Consider this scenario: if you are an employee of a service business and are berated each day by a boss who wants you to not "be such a screw up", would you turn around and smile for the customers and give them your truly best effort? Not likely. It is difficult to perform outstanding customer service when your boss does not do the same or offer the same respect they expect of you.

Your leadership example is vital to sustaining a top-notch customer service level. Let your service staff observe you doing your job to the same caliber you expect from them. Here are some tips to help you practice what you preach.

Take Over in Heightened Situations

Sometimes it is necessary to become involved in a customer service issue. Whether you observe a heightened situation or if a service staff member calls for the manager, always be willing to jump in and take control. The customer will feel important that they have received the attention of the manager, and your service staff will appreciate your ability and willingness to assist them. Your staff will also witness firsthand how eloquently you manage a difficult customer - giving your team more tools to handle these situations in the future.

Acknowledge Your Service Staff to the Customer

If you need to step into a situation, it is sometimes at the expense of your service staff. Do not berate them by saying, "She does not know what she is doing. Let me help you". Rather, acknowledge their efforts by saying something like, "I am confident that Jenny here is fully capable of meeting your needs, but since I am here, I would like to assist".

In addition, be generous with passing a customer off to another staff member. If you have resolved an issue and the customer transaction can be completed by a team member, say, "I am glad I was able to help you. Now I leave you in the good and capable hands of my associate, Charles."

Do Their Job Occasionally

At times, it is a good example for you as a manager to step into the jobs that your service staff performs. This means running the register occasionally, rolling up your sleeves to stock the shelves, or getting on the phone lines. Let your service staff know that you appreciate their job by doing it yourself.

Train with Your Staff

You may want to brush up your customer service training occasionally. No individual can know absolutely everything about superior customer service. You can always learn something new by joining your staff in service training.

You may even want to run the training yourself. If your staff sees that you are extremely knowledgeable in service strategies, they will respect you even more and know you are the best resource for their needs.

Getting the best from your service staff is not hard. However, you as a manager or supervisor need to be aware of how you practice your customer service skills so your staff does the same.

- Meredith Estep

 

Minimize Recession Effects by Embracing the Service Culture

 

The recession that began in 2007 has hurt the bottom line for many companies and industries. Layoffs, unemployment, and reduced consumer spending all contribute to dismal sales.

Although consumers are spending less, you can still maintain your revenues through one simple step: providing your customers with fantastic customer service. By building an emotional rapport and meeting the needs of your customers, you will develop a deeper loyalty that will pry open even the tightest wallets.

It Costs You Less to Retain Customers

During a recession, it is very important to consider the cost of acquiring new customers. On average, the cost to acquire a new customer is five times the cost of retaining a current one. Keeping your existing customers happy is one easy way to minimize recession effects.

Make the effort to get your customers back to your business. It may mean spending a little more time on average for each customer, but the returns will be worth the effort, and your business will emerge a continued powerhouse with a reputation for customer service when the recession ends.

The Service Culture Realized

Do you have an existing customer service culture that gleams? Or do you need to polish your service strategies to get back on track? Here are some tips to keep your business customer service oriented during a recession:

- Ask Politely about Placing the Customer on Hold - If your staff is currently managing dozens of phone calls, you should still ask politely, "May I place you on hold momentarily?" You should then wait for the customer to respond before actually pressing the "hold" button. This is a much better customer service approach than the standard, "Hold please" that too many customers hear on a regular basis. Try to never keep a caller on hold longer than a few seconds. Even if you need to keep them holding for a little while, make sure to check in with them and provide them updates.

- Create an Experience - Too many customer service representatives today are curt, use incomplete sentences, and provide the bare minimum amount of help. Each time you interact with a customer, you have an opportunity to create a positive experience. Instead of simply addressing their problem or questions, create an overall experience that is warm, friendly, and personal.

- Remember the Customer's Name - Whether you talk to them live and in-person or over the phone, always get the customer's name and use it frequently during the conversation.

- Always Ask If There Is Anything Else You Can Do - Meeting the current needs of a customer is never enough. Always ask if there is anything else you can do. By showing that you are happy to go above and beyond, they know they can trust you and will reward your business with loyalty.

- Provide an Acceptable Solution - Sometimes you are not able to get the customer exactly what they want. The key to remember is not to tell them what you cannot do. Rather, tell them what you can do. Provide alternate solutions to problems, and try to offer more than one alternative. Give the customer a choice. By being flexible and offering to do something to appease a customer, he or she will be grateful.

- Always Thank The Customer - Whether the customer has been aggressive or grateful, never end the conversation without saying thank you. A simple thank you will let them know you value their patronage.

There are hundreds of things you can do to improve your customer service culture. With consumer spending behavior being conservative, you want to let them know that you appreciate them spending their hard-earned money with you. Embrace the customer service culture in your business, and you will enjoy the results.

- Meredith Estep

Little Things do Matter!

The differences between "good" and "absolutely great" are often surprisingly small.

Little things do matter!

Think about two restaurants in which you have recently dined; one was a "good" experience, and the other was an "absolutely great" experience. Now, identify the specific differences between the two experiences which contributed to your final opinions about the two restaurants. While perhaps similar in price, menu and atmosphere, why would you describe one restaurant as good, and the other as memorably great? The differences are usually a small number of "little things" in a couple of key areas that were important to you. Now, which restaurant are you most likely to go back to? Refer to friends? Be in business longer? Little things do matter!

Here are some tips:

1. Learn something new every day.
It is extremely important to continually improve ones skills and techniques. Little things do matter. Even small improvements in a limited number of critical areas, such as your coaching skills or strategic thinking abilities, can yield dramatic differences in your performance and expected outcomes, now and in the future.

2. Analyze and plan before you act. Be proactive, not reactive.
Do not react to people or the situations in a "default mode." While reacting with "what comes naturally" could occasionally be correct, you will be more effective, if you listen, plan, think and choose responses which are appropriate to the situation at hand.

Next time you find yourself in a critical situation, take time to assess the situation and think it through before you react. Remember, small differences in behavior can yield huge differences in performance, as the little things do matter!

- JennyWinkler

Star Service for the Average Joe

Most people have often wondered what they would say if they had a chance to meet a celebrity. If someone famous walked into your workplace today, how would you approach them? If a VIP asked you for a table, you would probably think twice about where they should be seated. If your favorite star was on the line when you answered the phone and had a series of questions, you would drop everything get answers for them. This is probably because they deserve the very best service that they pay for, right?

What about the rest of your customers? They should be getting the same level of recognition that a celebrity would be getting in their service offering. How do you do that? Here are several tips for giving star service to the routine customer:

* Roll out the red carpet welcome. Celebrities get a whirlwind of recognition just for showing up! Greet your client warmly - shake their hand, thank them for their time, and offer assistance. If your client calls in, smile before you pick up the phone - they can hear it in your voice! Providing a superior welcome may alleviate any initial anxiety a caller already has - and above all else, will make them feel like they are the guest of honor.

* It's all in a name. Celebrities are known by name, so try to find creative ways to remember your customers' names. Start by repeating their name when they make their introduction. Make a mental note, and repeat their name at the end of the conversation. Compliment them on the unique spelling of their name if it is different than you are used to seeing. Everyone likes to be remembered!

* It only takes one small detail. Most celebrities have hundreds of facts about them posted on-line. All you have to do is remember one small detail for your client. Maybe it is their birthday, or their favorite ice cream. Note their favorite sports team and ask how they played after the weekend. It does not take much to make ordinary people feel special. Just pay attention.

* Give them a reason to feel important. Have an agenda to accommodate by being eager and ready to serve. Give the client the opportunity to feel like the most important person in the room. You never know when your Average Joe might turn into a top-paying customer.

"If we roll out the red carpet for billionaires, they won't even notice it. If we roll out the red carpet for millionaires, they expect it. If we roll out the red carpet for thousandaires, they appreciate it. And if we roll out the red carpet for hundredaires, they tell everybody they know."

- Garrett Richter, president and CEO of the First National Bank 

　- Keri Schuerman

Getting “Wow” Performance from Motivated Customer Service Professionals

The working force of today is dramatically different from that of even just ten years ago, and a new generation of corporate culture has taken firm root. In order for employers to get the most "bang for their buck" out of customer service professionals it is important to recognize and embrace this new culture.

In days gone by many professionals were content to simply go to work, get a paycheck, and go home. It was very much a "punch your time card" kind of mentality. Today, many professionals are looking for a work environment that will nurture and help them develop personally as well as professionally. Here are some tips for getting "wow" out of your customer service professionals:

Wow In = Wow Out - In order to truly get "wow" from your customer service professionals it is important to look at each person individually. Seek out and examine their strengths and weaknesses on a more personal level. Help your team members develop individual plans to build on their strengths and shore up their weaknesses. Schedule classes and recommend books that will help with development both personally and professionally. By doing this you can instill a sense of pride in your service professional and the tasks they may find at hand will begin to take on a greater sense of significance.

Recognition - If your customer service professional feels their job is thankless or they are in it all alone, it is unlikely you will get the "wow" service you are looking for. Set up a program where not only supervisors, but also peers can recognize others for a job well done. This not only helps build up the recipient, but helps individuals develop a sense of team. Once the team begins to understand the impact they can truly have on one another and on customers, you are sure to start seeing the "wow" flow!

Appreciation - Everyone expects a paycheck from their employer, but you can truly show your appreciation for your customer service professionals by taking opportunities to demonstrate your gratitude for a job well done. Examples of ways to demonstrate your appreciation that I have personally enjoyed include mailbox surprises. Place a small mailbox or other container that can be closed on each team members' desk. Occasionally, place a small token of appreciation inside. This is a simple way to break the monotony of the work day and boost morale all at once.

Showing your customer service professionals your admiration for the job they do is sure to spread amongst your team a positive and a strong sense of dedication while motivating them to "wow" your customers.

- Emily Clark