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