Customer Service Satisfaction, Some Tips From The Front Lines

 

That Customer.

 

It's 4:45p on a Friday afternoon and that customer calls... You're ready for the weekend but he has a BIG problem! He's angry and yelling, insulting and you'd like to transfer him to your supervisor, but before you do consider this... You're destined for greatness from this one customer experience!

Ask yourself, why are they so angry and seemingly irrational?

 

Understanding That Customer.

 

To understand how that customer got to the melting point you have to look at their journey. Most consumers spend a fair amount of time researching purchases. They didn't know it was your company when this began, doesn't matter. It is, and in that customers mind they have invested valuable time in your company. You may have been the last on the list, but you got the business.

 Consider also that you are now in their wallet. They've invested their hard earned as well! Now that they've invested time and money in you, it's much more personal. But they don't know you and are now lending you their trust both emotionally and financially. You don't own it yet, it is a LOAN.  Now, somehow, something went wrong and if you can manage the emotions of that customer you will save that customer, perhaps forever. Understand this, that customer is AFRAID and you have a brief moment in time to turn this around.

 

Establishing Trust.

• Diffuse
• Enlist
• Provide

Turn that customer into a life-long fan by diffusing their fear. Avoid agreeing with the negative and be specific, avoiding vague commitments on your part. Keep in mind, their fear is based on the unknown and a fight or flight instinct, which has now turned to fight. After hearing the customers issue, saying things like, "Okay great, let's see what we can do..." is going to freak them out.

Use a calm voice, own the issue and let this customer know you are there to serve them. Try saying, "I'm sorry this has happened to you, I'm going to be your partner in resolving this okay?"

If you get an agreement here, you are now on that customer's team and you may note a change in attitude immediately. Be careful here, the goal is to enlist their help in achieving the mutual goal of satisfaction. You are not out of the woods without providing solutions.

 

Earning That Trust.

 

Service positions have limitations, so know them. Never promise things you cannot deliver, or lay blame on another division or department. Remember, you own this. If you cannot resolve the issue in that first call you need to let them know that and if you may not be the one to follow-up, you need to let them know that as well including who will contact them and when that contact will occur within your ability. Providing solutions does not always mean that you've resolved the issue, that may be out of your control.

 

(I once had a Customer Service call, where after two minutes of panicked venting helped the caller to realize they had contacted the wrong company. I gave that person the proper contacts, it was all I could do. They were so grateful that when I asked if they would like a catalog from my company, they agreed enthusiastically.)

If you can resolve the issue in that contact, let them know immediately. Advise them early on of what you'll be doing to help them and how long it will take. These simple things will manage any remaining anxiety and expectations that customer may have.

 

By removing the fear factor, enlisting that customer, and providing the best possible solutions you'll make a positive experience for your customer, your company, and for yourself.

If you'd like to re-tool your Customer Service Team, or build your personal game feel free to contact me.

Exceptional Customer Service? It Starts Inside!

Everyone claims great Customer Service, service with a smile where you always come first, and why wouldn't they?

If companies advertised good or average service you wouldn't ever give them a glance. So how do you really know if a company can or will take care of you? Ask an employee!

Now, let's be honest. If you ask a random employee if they like their job or if their company has great service, you're going to get the stock answer.

So, engage them on a more personal level. Ask questions that reflect a more personal experience such as:

"You seem to really enjoy what you do, does your supervisor know this?" - Lower level employees that get regular feedback from management feel empowered as part of the company team.

Or just use an open statement, "Your team really seems to know what you're doing, you must have great training..." - Quality initial and on-going training creates knowledgeable employees who feel valued.

If an employee can honestly tell you that their company cares about them, their lives and their careers, you are looking at a company that gets it!

By reflecting on our own experiences as employees we can glean a pretty fair understanding of a companies understanding of what service truly is. Ever have a boss who was the first person into work and the last to leave? Ever work a Sunday late shift and pass the owner in the hallway? How many times did HR go way out of the way to ensure you were taken care of and gave you a sense of, "I matter"?

Exceptional Customer Service is an absolute result of internal culture, wherein employees who are empowered and valued know that and mirror these themes during interactions with their customers.

It's not weird magic, it's internal!

Leveraging Trade Shows for Your Pipeline!

Trade Show. When you broach this subject does your staff get excited or groan with antipathy?

I'm here to tell you if your not using trade shows to boost your marketing and prospecting efforts you are really missing out!

Oh; you've participated before and felt it was a waste of time?

Here's a quick list for trade show selection to ensure you're attending the right events:

1. Relative to your core market (Attending Health Expos if you market junk food is not a good fit)
2. Your competition is attending (Do I have to explain this?)
3. Paid Attendance (If they paid money to get in they're looking for what you have and want you there, free shows attract bus loads of kids and retirees looking for your free stuff)

So you've selected the right event and you've got your staff on board. Make sure you have a few things in order before the big day. Be prepared!

Most important is your presentation. You'll need a display that is professional and branded properly. You do not want people approaching you only to ask who you are and what you offer. Your display should "say" all that before they reach you.

You'll also need materials that that do all of the above. This will include brochures in any medium and perhaps a tote bag. My favorite? Thumb drives that contain your message and can be used again and again by the prospect! Once your display and collateral are aligned, ensure staff apparel reflects a connection.

In considering these things make sure you truly understand who your prospects are.

Once outlined, it's time to reach out to your base contact list and invite them to stop by your space at the show. This is a great touch point and says, "We're thinking of you." To add more value to this contact, see below.

Consider some type of incentive to encourage attendees to commit, to anything! Offer a "day of" discount, first month free, newsletter. Anything that asks them to allow you to follow up. This goes way beyond the engagement items I'll discuss deeper in this post. Make no mistake this is a blatant (no matter how subtle your offer) closing tool and as far as I'm concerned will make your event successful.

In one industry show we offered a "day of" discount and landed thousands in credit card orders in a couple of days. This despite the fact that we were attending one of the largest events in the world with nearly a thousand exhibitors and over a billion dollars of product on display! No one had ever heard of the company and we were over 1,600 miles from the home office. WIN!

Lastly, in your preparation, make sure your staff is sufficient so that the booth is never empty or overwhelmed. If your display is swamped with people stop and think about how many decision makers just walk on by? Striking the right staffing balance may take a couple of tries, just keep in mind that it matters.

Preparing your staff is also key. Make sure they know why they are there. Here are my key staff goals:

1. Always be keep busy as the doldrums will betray you every time (Neaten up collateral, make sure your display is neat and clean, anything)
2. Engage everyone that comes by even if you think they are not a prospect (The decision maker may be right behind them and stop as well)
3. Collect business cards and badge scans from everyone you talk to and make notes regarding your conversation (this allows you to customize your follow up later on)
4. Take time to walk the show, engage other companies and your competition (You'll be surprised what you can learn and repeat #3 above)

Following up. You invested a ton of money in space, materials, logistics, and payroll so make sure you follow up in a timely manner! This I could have mentioned early on because this effort wants to be DONE before the event. It's not what at this point, it's who... Your new contact list.

A pre-loaded follow-up campaign only needs to be generic and should be executed within a day of event closing (badge scans make this easy as you don't have to manage the data). This will put your company and offerings top of mind while they still may remember you.

Secondary follow up would be all those notes and incentive contacts (unless you got an order, handle these under 24 business hours to assure your new customer that we're on track) where a more personalized contact is required.

Even if you made a casual contact leverage the above approaches and you'll be amazed at the impression you'll make and the results it may nurture. I once had a new customer contact after two years of our first connection. They had made up their mind to do business with that first impression, they just were not in a position to do so until later.

I hope this post brings inspiration and value to your efforts. For more about me and/ or to connect professionally please find me via LinkedIn

The Consumer Experiece Does Not Have To Be Clunky and Painful.

Years ago a superior of mine shared some wisdom while asking the question, "does your stage crew wear black" and blew my mind. I was a Call Center Trainer at the time and the messages he delivered to my class were insightful, timeless, and transcended experiences whether consumer or business to business.

I alluded to this question in my last post and here, I'd like elaborate on what I gained from that conversation.

To be obvious, and leveraging the Mummenschanz image above, "does your stage crew wear black" asks us to consider how we present during a customer interaction and that one could easily spoil the message with the delivery.

How often have you encountered a representative who for some reason thought it was important to  let you know the computer was running slow, that they were having a bad day, there was nothing they could do. How did that make you feel?

You're not focused on me? You don't want to help. Just tell me what you need from me and when do we get to my needs?

Organizations that present consistent interactions create seamless experiences and become trusted brands. That's not to say "cookie-cutter" is best. We all want to work with a representative that can be creative and personalize where appropriate. I once had a Mumbai based tech support agent who upon realizing I was in New England, hit me up about the Red Sox. WIN!

So what to do? Not to over simplify (this conversation could go on and on) however I'll leave this off with a few bullet points and perhaps pick this up another time with more.

Here's my top points for a more positive customer experience:

• Be consistent
• Be positive
• Be in the moment
• Be empowered

Thanks R.A. for all you shared.

Reinvention Without Rebranding

When we were kids (by we I mean anyone who had rabbit ears on the television) there was an often used phrase, 'you don't need to reinvent the wheel...' but my how times will change and the wisdom that is meted out with those changes.

 

My latest television now connects to media that makes my pc obsolete. I purchased a time honored brand for the obvious reasons.

 

 

The manufacturer gets reinvention and where I and many like me are headed with our needs. Unlike many unsuccessful reinventions (no names here) I know what I'm going to get because despite so many product reinventions, the brand was not altered.

 

1) Quality construction - Check

2) Improved features - Check

3) Improved functionality - Check

 

Thank you, progressive manufacturer, for not asking me to trust that your changes would not disappoint or alienate me. Thank you for anticipating where I am as a consumer, and for believing in your company and offerings enough to maintain the brand while re-inventing your product.

We all run the risk of losing our brand while reinventing who we are and/ or what we offer. Change, while always the opportunity to improve, can be a period of confusion if not managed effectively.

So what to do?

Make sure the brand is well understood and translates easily into any new product or offering. Don't throw out the baby with the bath water.

In any size organization recruit everyone to your efforts from floor level to administration and continuously ask questions that drive conversations of comparison. 

• Do these changes support our core identity?
• Do these changes reflect what our customers want?
• Do these changes reflect what our customers need?
• Do these changes create an advantage over our competitors?

Roll out feels like a whole other topic so I'll leave this conversation off here, however I'll add some wise words a colleague of mine once asked, "does your stage crew wear black?" and leave the rest up to you.