Intelligent Help Desk Blog

Yes, We Can! Turning Negatives into Positives

What is the one word customers dislike hearing above all others?

No.

Customers do not like to be told their request will not be granted. In fact, they can get exceptionally angry to the point they may take their business elsewhere. Since losing customers does not effectively build any kind of business, we are going to talk about how to avoid saying the dreaded "no."

Bending Policies

The first step is in determining whether a "no" answer is really necessary.  Your customer may be making a request that you would not normally grant. However, if this particular customer has a long relationship with your business, would it be possible to bend a policy in order to say "yes" instead of "no?"  This is often more realistic than many customer service representatives realize. It is up to a manager to let customer service staff know which policies are written in stone and which can be customized to individual customers.

When you bend policy for a customer, you are really making it easier for them to do business with you. Customers do not have time to weave their way through confusing policies and procedures in regards to your business. Instead, they want to vocalize their request and see it granted with as little hassle as possible. Tell your customer you will accommodate their need and then find a way to do so as efficiently as possible.

When "No" Means "No"

Even if your business becomes quite liberal in bending rules and policies to meet a customer's needs, there are times when the answer to a request must be a definite negative. These situations might include:

• Requests that are really not in the customer's best interests, even though they may look good on the surface. This may be particularly true in the IT and software technology industries, but it might apply in other businesses as well.
• Requests that would affect the overall performance and quality of a product. Your customer may think a tweak in one area would be beneficial, only to find out that change would have a detrimental impact on other aspects of your product.
• The request made would require you to do something unsafe or illegal. Safety would also apply to security measures in a financial institution or software company. Never compromise the security of your business or your customers to grant a client's request.

In these specific situations, a no answer will have to stand. However, there are ways to soften the blow to your customer so they hear the positive impact of your message rather than the negative. Try these techniques the next time you need to say no:

• Begin by telling your customer what you can do, rather than what you cannot.
• If you really cannot accommodate your customer's request, apologize for any inconvenience it might cause.
• Explain precisely why you cannot accommodate the request, politely and professionally. 

By saying "yes" whenever possible and handling "no's" with respect and courtesy, you will go far in ensuring a happy, satisfied customer base.

- Meredith Estep

 

Why Customer Service Rules Are Made to be Bent

It may not be what you heard in kindergarten, but when it comes to customer service, there are some rules that are definitely not written in stone. There are few phrases that will heat a customer faster than, "That is not our policy." The problem is that your customer does not care about your company's rules or policies. They simply want the issue addressed to their satisfaction.

We have tips to help your staff become flexible customer service reps that are more intent on making customers happy than blindly following the rules.

Empower Your Staff

Do not make the customer ask to talk to a supervisor to get preferential treatment. This will result in a customer that no longer wants to deal with the front line reps because they are now convinced those reps do not have the power to do what they ask.

Instead, empower your staff to satisfy customers on their own. Do you have some fees that are reimbursable in particular situations? Tell your staff. Freebies or discounts to offer to disgruntled customers? Let your staff distribute them. When an employee is not worried about losing their job over a compromised policy, they will focus more on customer service and less on rules.

Be Specific

To prevent chaos from reigning supreme with this newfound freedom, make sure you are specific in your guidelines. Maybe fee reimbursements are only available to long term customers or those that purchase the most products from you. Perhaps you do not want your staff offering freebies in front of other customers that might then demand the same thing.

It is important to provide concrete guidelines that tell your staff which customers and circumstances warrant those special favors. Let them know that you are always available to provide input when they are unsure what policy modifications might be appropriate.

Rules Set in Stone

Despite your best customer service efforts, there may be times when the answer really does have to be no. These situations might include:

- Requests that would compromise the security of your company or the customer

- Requests that are not in the best interest of your customer

- Requests that would directly impact the quality or performance of your product

When these situations arise, it is important to properly train your staff how to handle them. For example, teach your employees to tell a customer what they can do, rather than what they cannot do. Make sure they explain the reason behind the negative response so they can convey that reason to the customer clearly and accurately. Give them the approval to apologize for any inconvenience the policy may cause the customer. When employees know the right way to handle saying no, the customer will be much less likely to become disgruntled and switch to your competitor.

Good customer service is characterized by flexible policies and procedures that can be adapted to each customer's individual needs. When your employees understand this concept, they will be more likely to handle requests directly, rather than waiting for the customer to ask to talk to management. Customers stay satisfied and employees feel empowered to do their jobs well. It is a win-win situation for everyone.

- Meredith Estep

Diffusing the Angry Customer

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

Six Ways to Make Customers Feel Important

 

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

Customer Feedback

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 

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

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

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

Customer Service: What is in it for me?

 

Often when I tell people that I work in customer service, I get the same reaction. People look at me with pity saying how hard that job must be, and how they could never do it. I always let them know that I absolutely love my job because I do not have to help people every day; I get to help people every day. There are so many things customer service reps get out of their jobs; it only takes having the right attitude about it.

One thing I get out of my job is a feeling of joy when I am able to solve a problem for a client. Even if they do not thank me, I know they are happy to have the issue resolved. One thing to keep in mind is that not every client is going to say "thank you", but they are usually very grateful for your services.

A great way to measure customer satisfaction is through surveys. My company provides a final section for the client to leave any feedback, positive or negative, in their own words. We encourage our reps to read these from time to time so we can grow and learn how to assist our clients better. Sometimes I will review these surveys and keep a copy of any positive feedback at my desk. Re-reading it helps to get me out of a slump if I am having a bad day because I know that client took time out of their day to let us know how happy they are with our services.

Working in customer service and getting to assist people every day also helps build relationships with those clients. This is beneficial on the company level as it will usually keep them coming back to you. This is also valuable to the customer service reps because it helps build rapport with repeat customers. I love hearing a rep across the room answering the phone and saying "it's my favorite customer!" to the caller. This helps the caller know they will be taken care of quickly and with care by the rep. It also makes the rep's job of solving the problem that much more enjoyable for them.

I have grown a lot by working in customer service. I have developed more patience and the ability to work with many types of personalities. I enjoy the fact that I am able to help our clients every day. My hope is even if our client has a problem that requires the need to call our Help Desk that we can make it the highlight of their day. Excellent customer service can be mutually beneficial for the caller and the rep; all it takes is the right attitude!

- Amanda Browning