Service Untitled

A JetBlue flight attendant made all the headlines yesterday when he freaked out on a passenger. It seems the passenger refused to remain seated while the plane was taxiing to the terminal. Sources revealed that the passenger stood to remove his baggage from the overhead compartment while the plane was still moving, and the flight attendant asked the passenger to return to his seat. The passenger refused and continued removing his baggage, when the luggage presumably hit the airline attendant. The attendant demanded an apology, but the passenger would not oblige; instead the passenger called the attendant a derogatory four letter word. The flight attendant retaliated by calling the passenger a four-letter word, and announced via the intercom that he was quitting. The attendant grabbed a beer, deployed the emergency chute, and slid away until the Port Authority police arrested him later that day. The attendant has been charged with criminal mischief, reckless endangerment, and criminal trespassing.

So what is the customer service lesson to be learned here? Let’s start with no matter how angry a customer gets, every customer service agent must remain calm and never yell. Training is based on practice, practice, practice. The unique and effective skills needed for managing heated confrontations need to be reinforced with role-playing and again – practice, practice, practice. Training should concentrate on ways to stay calm when an angry customer lashes out, how to choose the response action that will best suit the situation, and innovative ways to bring those volatile interactions to a polite and positive close.

According to the recent news reports, the flight attendant had years of experience, and had been dealing with a personal stressful situation, but he let the customer make the problem personal, took the bait and from that point on, there was no winning. The focus should have been kept on the problem; not the person or the conversation. Immediately upon asking the passenger to be seated until the plane came to a complete stop, the passenger should have been warned it is a FAA regulation subject to criminal prosecution.

The “customer is always right” may have created some high maintenance people, but airline passengers know there are consequences for FAA violations. Customer service agents, and in this case the flight attendant escalated the problem, took it as a personal attack. His last resort and best choice in this situation should have been to let another attendant handle the situation.

Let’s hope that JetBlue treats this sad situation as a learning experience, and hopefully another flight attendant on the verge of a similar outburst can be shown how to best resolve issues in a polite and positive manner.

For more on this situation, see this article from ABC News.

photo credit: gordontarpley

An appendicitis attack landed my friend Linda in the hospital a few months ago. We had been riding our horses, and she kept complaining of abdominal pains, so I ended up driving her to the hospital and staying with her until she was admitted and her family arrived. While waiting with her, it was pretty hard not to notice the long lines, the uninformed staff, the costs, the lack of security, and even the lack of respect toward patients by certain hospital personnel.

Shouldn’t hospitals provide customer service? After all, Linda’s two-day stay for the removal of her appendix cost $78,236.40. “I  almost had a heart attack,” laughed Linda when she saw the bill. “I know I went in as an emergency, but really – $39,000 a day?” So Linda had to fight her way through the very confusing maze of hospital billing services, billing codes, insurance language, and way too few customer service representatives.

Linda does have experience in the medical profession, so her task was not as monumental than perhaps for the rest of us who might not have figured out how to read the bills, what insurance companies don’t cover, and even recognize some of the ridiculous fees that can show up on one’s bill. As an example, Linda was charged $66 for the water recovery system in her room. That was the plastic pitcher and one plastic cup!

In 1998, the US Advisory Commission on Consumer Protection and Quality in the Health Care Industry adopted the Patient’s Bill of Rights. It has three major goals, and for the first time provided patients with some level of customer service. The law intended to help patients feel more comfortable in the US health care system. It stresses the importance of a strong relationship between patients and health care providers. Finally, it explains to the patient how to protect their health and their rights, and this last section also applies to insurance plans.

It is unfortunate that medical expenses used to account for the most bankruptcies among Americans. (Now it is replaced by the mortgage failures and the economic downfall.) Patients and their families need not throw up their hands however, but can follow some of the basic principles once they finally do connect with a customer service representative.

Hospitals need to reconsider their role in customer service, and patients need to be related to as customers. There needs to be a liaison between patients and hospitals. Top executive officers and administrative staff need to work together to bring courtesy, efficiency, experience, service, and the best possible product to offer patients. Hospitals need to cultivate patient loyalty and patient satisfaction – no different from any business with a solid plan.

photo credit: Seattle Municipal Archives

The American Customer Satisfaction Index conducted by ForeSee Results ranked Facebook with a 64 based on a 100 point scale for customer satisfaction. This is the first time that ACSI, a national economic indicator of customer satisfaction has ranked social media sites. Google came in with an 80 score, Wikipedia scored 77, YouTube scored 73, and MySpace came in at 63.

So putting these scores into perspective, Facebook ranked lower than IRS e-file, airlines and cable companies. They averaged a 66.

Facebook has had their share of problems this year. After the Instant Personalization opt-out, Facebook members tried to organize a protest for everyone to leave the social media site on May 31. That never happened because too many people think of Facebook as part of their social lives.

There were other factors that affected customer dissatisfaction with Facebook. Too many policy changes to the site resulted in a lot of confusion and turmoil. There have been many complaints about too much advertising and the privacy issues; even though the mass exodus never happened, the overall satisfaction dropped drastically. Still people are willing to put up with the lousy customer service because there is no strong competition, and it’s an extremely popular social site.

I did refer to the Customer Satisfaction page on Facebook, and with 290 people signed up, the site stated:

“Our goal is to make this Community Page the best collection of shared knowledge on this topic. If you have a passion for Customer satisfaction, sign up and we’ll let you know when we’re ready for your help. You can also get us started by suggesting the Official Facebook Page.”

Stay tuned for founder and CEO Mark Zuckerberg’s interview with Diane Sawyer this evening.

photo credit: ralphhogaboom

Castor Oil: “A foul tasting oil used in the 1950’s to cure whatever ailment a kid claimed he had that would keep him from having to get on the early morning school bus.”

My mother believed castor oil was a miracle cure. From a stomach ache to sore legs to ringing ears, a spoon full of castor oil was the “all-purpose” answer to almost any malady. But, she added a small twist. Before she directed me to, “Open your mouth,” she would ask: “What is the best tasting thing you have ever eaten?” For me, it was wild blueberries. “Now, think about that great taste.” Thinking about those blueberries never altered the taste, but it surely made the castor oil go down easier.

All customers face occasional “foul tasting” aspects of getting service. Airlines have canceled flights; doctors have emergencies that leave you stranded forever in the reception area; hotels have room keys that occasionally don’t work; and, popular restaurants have longer than normal waits at peak times. Smart service providers find ways to “turn castor oil into champagne” by managing their customers’ experiences to “think about blueberries.”

When we exited the Hertz courtesy van at the Hartford airport, the strong below-freezing winter wind bit hard. But, the Hertz attendant had a warm smile and an eager-to-help attitude. “This is way too cold!” one of us commented. She almost giggled. “Now, you guys know in Hartford, we do weather as entertainment!” Ten miles down the road we were still laughing at her unexpected champagne comment. What can you do to make service maladies seem more pleasant to your customers?

In business, we may love our customers and try to fulfill their every need, but the main reason we are here is to make money. In order to do that effectively, we need to acquire and nurture customers, especially those customers that spend a significant amount of money and spend often. We all have heard that 80% of our business comes from 20% of our customers.

In order to retain our customers and build new relationships, we need to give them experiences they won’t soon forget; and I mean that in a positive way. When customer loyalty is mismanaged, the outcome can be very detrimental to business. In our neighborhood, Nina was wronged by an interior decorator. The decorator promised Nina that the job redecorating the family room would be done way in advance before Nina’s children and grandchildren were due to arrive on the Fourth of July weekend. Not only didn’t the furniture arrive, but the subcontractors hired by the decorator to install the wood flooring never showed up, and to top it off, the decorator could not be reached until July 6th. What did Nina do? She canceled the decorator’s contract, and has told everyone in the area, basically blackballing the decorator. How many customers did that cost the interior decorator?

And it’s not always just about customer service. Businesses have to show they care in many different ways. I like quality and competitive prices, but it’s not always about the price either. In my area there are many seamstresses and tailors; lots of people like me who have barely the skills to sew on a button, so we line up for hems, opened seams and fittings. Unfortunately many of the tailors are rude, make you wait for an unreasonable amount of time, and on more than one occasion have had to return the garments for a botched alteration. In the back room of the local cleaners, however is an older Vietnamese lady who barely speaks English, but knows that I am always in a rush, knows how short I like my skirts hemmed, and indulges me when I have that alteration I need done in a day. She bends the rules, and I appreciate the customer service. That adds up to customer loyalty and more business.

photo credit: Spirit-Fire

In order to deal with an angry customer, it is most important to acknowledge their anger, and then we can deal with the issues and feelings in order to help resolve their conflicts. A customer service agent does not have to be bullied or made the victim, and it is never necessary to make excuses for poor behavior if a customer steps over the line with comments or unacceptable behaviors.

If a customer service agent becomes aggressive and defensive, nobody wins. It’s easy to learn what phrases and words are apt to start fights, so replacing them with better phrases can accomplish a peaceful and friendly resolution. A high percentage of conflict comes from the poor choices or ineffective use of language. When someone perceives what you say to be confrontational or less than cooperative, people can react with nasty, insulting, or bullying remarks – none of which solves anything.

So what can you do or say to diffuse some of the anger you might encounter from a customer? Here are some suggestions:

• First you need to listen. Pay special attention to your speed and loudness as you respond. When people are excited they tend to talk louder and faster which in turn can escalate the other person’s actions. As we get louder, we tend to concentrate  less on the real issues.
• Think very carefully before you respond; you need not reply immediately, and in your head you should be asking how you can deal with the situation to abate the customer’s anger first?
• Never get confrontational. Even if the customer gets personal and negative, it is up to you to turn the conversation into a constructive and cooperative exchange. If a person can bully you and sucker you into insults and reacting to abuse, they are in control. If someone persists in being nasty or starts to yell, you can tell them you will not be able to work with them.
• If you figure out that you are being swept into the drama, think about taking a breather. Avoid saying something like, “I’m not going to talk about this with you anymore.” That is simply going to make the problem worse, but if you make the commitment to “discuss this tomorrow and what time is good for you?,” there is the idea that a resolution could be on the horizon, and a mutual agreement between two people is possible.
• Never lose control, but acknowledge your feelings and be able to refocus on the issue. People need to be assertive and empathetic without being manipulative or aggressive.

photo credit: s h a r i :}

For the upcoming July 4th weekend, I thought I would update you on the widely publicized drama when the Smoking Gun website revealed information from the US Freedom of Information Act concerning the 550 customer complaints about toll road collectors on the New Jersey Turnpike and Garden State Parkway.

Of the 550 complaints, 341 were based on rudeness. Other complaints were more egregious. One collector told a woman to pull over for the toll collector to do a strip search. Another toll collector told a motorist to get on the road and die. Other contentious issues centered around using pennies to pay tolls and collectors throwing the pennies back at the drivers.

According to Commissioner of Transportation James Simpson, complaint rates have declined 28% since customer service programs have been instituted. PowerPoint presentations began in May, and both full-time employees and seasonal employees have been required to take the courses. Plaza managers are also required to attend training sessions. Simpson states that complaints dropped from 100 at this point last year to 72. Most complaints were profanity and inappropriate comments. Punishments range from verbal written warnings to suspensions.

According to Simpson, the customer service training is working. Now toll collectors are getting compliments for helping drivers when their vehicles have broken down or someone needs medical aid while on the roads. Toll collectors are doing charity work as ways to connect with the public and improve their public images.

And as far as paying with pennies? Drivers are permitted to pay with pennies, but now must wait until the collector counts them out. I still think it’s more convenient to pay with passes than with cash, but it’s bound to be more pleasant with less sass.

photo credit: 300td.org

I won’t reveal my name, but I am a customer and may very well be or have been a customer of yours. I want to tell all of you business owners and entrepreneurs that I am always right. If you don’t agree, many more customers just like me will agree to leave you for your competition.

While I can be demanding, rude, and unreasonable at times, you have taken my money for either a service you promised or some kind of merchandise. Simply stated – what you sold me has not met my expectations.

I may stomp my feet in frustration, yell at your service representative, and act in an unprofessional manner, but if you don’t want me to do business with you again, and  if you don’t bend over backwards to fix what’s wrong or try to calm me down by listening to me, I will leave your business and take my friends, co-workers, and family with me. Surely that will be a lot less customers for you to deal with in the future.

You see, my frustrations come from poor customer service. I have issues with owners who never come out of their offices to speak with me when my day is ruined by a faulty product or lousy service. I take it personally when a customer service representative tells me that he will put me “on hold” for a few moments, and I’m still on hold some ten minutes later. I take exception being referred to another department again and again without any resolution.

For the most part I just want value for my money that you have taken from me. Maybe you can relate to the time I purchased a pair of running shoes from the store, and only tried on the left shoe for the fit. When I got to the park, I found I had two left sneakers; the store clerk didn’t notice on check-out? Bad went to worse when I tried to return the two left shoes the next day, and the customer service representative told me it was a final sale, and it was my responsibility to make sure I had the correct shoes.

Perhaps you restaurant owners can relate to sitting at a table when the server comes over, pours four glasses of water, spills one and hands me the towel to wipe the table. The server said she would be right back with our order.

Does it make you wonder how angry you would get if you ordered furniture months and months in advance to be sure it would arrive in plenty of time for a gala Christmas party I had planned for months in my home, and even ten weeks later than promised the furniture was never delivered, nor did anyone from your store ever bother to notify me? Think about my 40 guests roaming around in a beautiful new home decorated to the “nines” for a holiday party with no furniture other than rented chairs?

I really have to adamantly disagree when you, the company owner or service provider tells me that the customer is not always right. When your business decreases and you start wondering why your customers have left, remember  consumers like me and how we feel. Maybe I should tell the world or write about it on a blog?

photo credit: TheeErin