Service Untitled

New travel regulations formulated by the Department of Transportation become effective tomorrow on April 29th and will help US airlines better serve travelers. According to the Better Business Bureau, complaints have increased by 170% in the last five years concerning delayed and canceled flights, lost baggage and being stranded on the ground.

“Enhancing Airline Passenger Protections” describes the new rules and is designed to bring some consumer satisfaction from an industry that has consistently ignored the very basics of customer service. Customers can look forward to such new services as:

• Dealing with customer complaints. Airlines are required to acknowledge customer complaints within 30 days and address the complaint within 60 days. This is still a long time to wait for a response, but it sure beats the previous record of never hearing from anyone.
• Late take-offs. The DOT will now be allowed to penalize airlines on domestic flights if they are more than 30 minutes late on at least 1/2 of their trips each month for four months in a row. It isn’t a “given” that your flights will leave on time, but at least it whips up an inkling of transparency for the airlines.
• Tarmac delays. Airlines must provide adequate food and water to passengers within two hours of the aircraft being delayed. Bathrooms must be made available and operable. If the delay is more than three hours on the tarmac, the aircraft must return to the gate and allow the passengers to de-plane as long as it is safe and causes no airport disruption issues.
• Website clarity. Each airline is required to display flight delay information for each domestic flight. This requirement might be extended for a period of time to allow airline companies to upgrade their computer capabilities, however it will be nice not to play the “delay” guessing game anymore.
• Rights. The airline company must display a customer service plan as recommended by the DOT which clearly outlines the company’s policy for such services relating to over booking, baggage handling, customer compliance and other issues that might apply to passengers.

It’s hard to believe that the airline industry had to put up such a fuss just to give consumers back a bit of their dignity; let’s hope it works.

photo credit: AchimH

You know those callers – rude and insulting. Of course, they’re not mad at you individually; they are angry with the company, and you’re the recipient of their wrath. We’ve all been told never to take it personally, and once the call is over, we should just go on with our lives, but as much as we promise ourselves and our bosses not to get emotionally entangled in the drama, as exceptional customer service representatives we still want to make it right.

The first part of the angered phone call or meeting is definitely the worst, so we defuse the situation by letting the customer just vent and get it out. Once they’re done, we  acknowledge that we have heard them and recognize their problem by summarizing what they have just said. We refer to the customer by name from the moment we speak with them. We make it personal.  Chances are they’re going to feel better just knowing that we were listening.

We  might not be able to solve their problem, but our next step is to make sure the customer is talking to the right person. We all remember the fire in our own eyes after we have  told our story of dissatisfaction to someone only to find out later, we wasted our time  by speaking with the wrong person, and alas our odyssey had to start again. We make sure we are not showing any negativity toward the customer, and at the very least, “let me check,” will give hope to the most hopeless situation.

Now there is a difference between showing empathy for a situation and showing sympathy; and we know the difference. When we use empathy, we understand why the customer is angry, but with sympathy, we join into the customer’s mindset and agree with why they are angry. That is not going to go far to help the situation.

Sometimes working towards a resolution is going to be a rocky road, but we don’t need to take anyone’s foul language. There’s never an excuse for a caller to be rude and obnoxious, but never feed into the frenzy. If the problem is with the company and it is the company’s fault, we accept the responsibility and don’t use excuses. The customer will appreciate that. Act promptly, report back to the customer with solutions and demonstrate how the company will ensure the problem will not recur.

If we can not resolve the problem, don’t blame the customer. The company and  the representative must be able to make a compromise; being rigid really angers clients and we might as well kiss them goodbye. Set a positive tone; be flexible and keep our once hot-headed customer calm and happy.

photo credit: gideon_wright

Spirit Airlines predominantly serves the East Coast, Caribbean, Bahamas, Latin America, and a few mid-western routes from Chicago and Detroit. Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction. This morning Spirit Airlines announced an up to $45 charge for each piece of carry-on luggage placed in the overhead bins. The charges will begin August 1st.

Spirit Airlines has been compared to the Irish airline equivalent of Ryanair that also offers no frills, little customer service, and coin-operated onboard toilets. I kid you not! Stephen McNamara, spokesman for Ryanair states, “By charging for the toilets, we are hoping to change passenger behaviour(sic) so that they use the bathroom before or after the flight. This will enable us to remove two out of  three of the toilets and make way for at least six extra seats.” That works out to one bathroom for 189 passengers.

The increased fees are the result of losses and problems associated with attracting fliers. The rising cost of fuel, a reduced customer demand and the effect of the swine flu on travel patterns have forced airlines to find new ways to increase bottom lines just to survive, however to what cost?  Many of these new add-ons will alienate fliers and many of the new charges have not gone over too well.  Competitor airlines mostly sit back and watch the torrents of criticism before changing their own policies so as to hopefully retain their loyal customers. Southwest Airlines doesn’t charge for checked bags, but Alaska Airlines who charges $15 for the first bag has realized an extra $70 million revenue in one year.

Discount services (or lack of services) now include charges for soda, snacks, extra-leg room, seats on the aisle, checked bags, use of pillows and blankets and headsets. US Air returned to giving out free coffee and water when criticism peaked from loyal customers.

This holiday season infrequent fliers will be the most affected by all of the changes. Sophisticated travelers will compare added fees; not just the base price and factor all fees into the best ticket choice, but the family with small children won’t realize the impact of these new fees since most are assessed prior to or during the flight. When an airline charges four times the supermarket rate for an onboard muffin and a glass of juice for a traveling child, vacation travel plans may soon preclude flying. And isn’t this all a part of customer service?

If you love the low basic rates of Spirit Airlines, and you don’t expect a return call from customer service on the weekends, you carry no luggage, you never get thirsty while flying, you can curl your legs into an 8″ space, and have no wants, needs or desires while flying – Spirit Airlines has a deal for you.

photo credit: Robert Couse-Baker

Under the US Freedom of Information Act, the popular internet site, The Smoking Gun.com released dramatic examples of complaint letters concerning toll collectors at the NJ Turnpike and Garden State Parkway for the years 2008 to 2009. Some hideous stories released told of a toll collector not wanting to make change for a $1.75 toll from a twenty-dollar bill and then throwing the change and telling the driver to get his change from the road and die, or another toll collector demanding a driver to submit to a strip search because she entered the wrong toll lane. Both toll collectors were docked pay or suspended, but no toll collector was ever fired.

On the flip side, I was able to find complaints from the toll collectors who seemed to be offended by the bad publicity they have been receiving since the FOIA was published. Charges of racial slurs, paying tolls with pennies, paying .75 tolls with one-hundred dollar bills, drivers spitting, and a general lack of respect seemed to rationalize the alleged behaviors of toll collectors reported as defensible because drivers are generally rude and disrespectful. One collector said he doesn’t have time to smile since his job is to give change, roll up coins and bills, and give directions.

Curious as I was since reading this, and since journalism and real estate both encompass miles of traveling, I intentionally stopped at various  different toll booths along the Florida Turnpike yesterday and today and conducted a quick survey among the toll collectors. This was far from a scientific study, but of the six toll collectors I surveyed (while in my car) the employees (and Florida collectors work for the Faneuil Group) stated that rarely had drivers been so rude that the collectors ever thought of retaliatory deeds to get even. In fact, one older gentleman told me he loved his job and smiled at every driver. “Do they all smile back at you?” I asked. With a huge Cheshire cat grin, he replied, “how can they help it?”

New Jersey Transportation Commissioner James Simpson has promised transparency and better customer service and promises to bring excellent service and public safety reforms to the Department of Transportation.

Toll collectors need to have customer service training also. They need to be hired because they can not only do the job, but be able to deal with the customers – just like any other consumer oriented position. What would be the results if a company used representatives who insulted, assaulted or told customers to “die” on the road? Would customer service representatives just be suspended for ten days with no pay?

Short of making it obligatory for everyone traveling the roads to use EZPass or Sun Pass, customer service rules should apply to everyone – even toll collectors.

photo credit: Dan4th

At the local grocery store yesterday, a consumer was having a very difficult time with the customer service representative. The customer wanted to return four cans of olive oil, and the store employee was insistent that the store did not carry that particular brand and would not offer a refund. The customer started to get loud, and the customer service representative, in  frustration raised her voice and tried to unsuccessfully explain to the angry customer that it was not the store’s policy to take back a product the store didn’t sell despite the customer claiming she indeed purchased the product at the store, although at a different location. The exchange escalated to anger until the store manager rushed over to mitigate a potential customer service nightmare.

Statistics show that 7 out of 10 customers will do business again if the business resolves the complaint in the customer’s favor. If the problem is resolved on the spot, 95% will do business again. It was obvious the customer service representative lacked  listening skills. The first rule is to stay cool and let the customer vent. Once the customer feels that the store representative cares about their problem, emotions are likely to settle down. It is best to avoid emotional trigger words such as, ” that’s not our policy,” “I’m sorry you feel that way,” or the worst offending phrase, “I don’t know.”

Consumers don’t care if the customer service representative is having a bad day, and it is the attitude that can make or break a tense situation. Using calming phrases such as, “here’s what we can do, “thank you for telling me,” “I’ll find out,” or “I understand why,” can make a huge difference in the satisfying outcome of the most stressful situations.

Getting back to the basics of great customer service and never forgetting the cost of the loss of a customer and all of the people who the unhappy consumer will tell that could cost the loss of more customers, companies must help employees understand the importance of a positive attitude even when dealing with the most difficult consumers. Thanking the customer for communicating the problem, apologizing for the inconvenience and fixing the problem are what customers want and expect.

As to the solution for yesterday’s problem when the store manager intervened … a store refund was issued to the customer with the manager’s apology. The customer took her shopping cart and proceeded to shop; the crowd of people waiting in line went about their own business without criticism and the incident was forgotten as quickly as it had begun.

photo credit: pic-nick-photography

There’s less than one month until April 15th when taxes are due. This year more people will qualify for Volunteer Income Tax Assistance, which provides a free service for taxpayers who meet specific income guidelines which includes some of the hardest hit individuals and families. Needing the most help will be:

1. Those taxpayers who didn’t have taxes withheld from their unemployment checks (Yes, there is income tax on unemployment.)
2. Those taxpayers who tapped into their IRAs and 401Ks before retirement age in order to feed their families and pay the rent.

There is an IRS toll-free assistance service for taxpayers, but only 2 out of 3 taxpayers will ever reach a human. IRS admits they are striving to answer 71.2% of the calls; therefore 28.8% are obviously just out of luck. That’s a bleak reflection on customer service especially since all Americans are required to participate.

TIGTA General J. Russel George states that IRS will increase the number of assistants during the fiscal year, have six applications in which to handle Recovery Act call volume, and develop a Web base for certain taxpayers.

The Taxpayer Advocate Service within the IRS helps taxpayers resolve complaints that are not resolved through normal channels. The service protects individual taxpayer rights and helps to reduce the taxpayer burden. Within the department, the Taxpayer Advocates represents your interest and concerns within the IRS.

IRS Commissioner Doug Shulman assures us that agents will have more flexibility this year to settle with newly unemployed individuals and those who have had their incomes drastically fall. This is somewhat of a dubious promise however since last year’s tax enforcement by IRS for liens and judgments increased by 26%. In 2008, IRS received 52,000 requests to settle and only 11,000 requests were approved; a paltry 20%.

In order to provide better customer service, the IRS needs more toll-free lines. Taxpayers who have financial difficulty need to be dealt with differently. Levies and seizures can be detrimental to employment as well as credit scores. While the government pushes a tax payer into abject poverty, the American dream of home ownership and enjoyment of life are lost forever.

In 2008, leadership training was the only type of training companies spent more money on than customer service, yet even the government displays highly ineffective methods addressing perhaps the one “Service” that affects every American. Isn’t it time the government addressed customer service?

photo credit: numberstumper

Monday morning and an angry customer is walking into the office, and for your own self-preservation, you never want to trade insults, yell back, engage in sarcasm, or be intimidated. You must first understand an angry customer at the simplest level.

They’re not angry at you; it’s only because you are an employee and representative of the company, but since you’re there in front of them, you naturally become the target. That angry woman who reminds you so much of your mother wants her problem solved, and your job is not to get her to that particularly hostile  point we’ve all heard, ” Well it’s the principle,” because at this point even if you could work something out, she would still be dissatisfied.

So what do you do? Let’s start at the beginning as the angry customer walks in:

- Observe body language. You never want to be blindsided by someone’s temper. Are their arms crossed, shoulders hunched, restless, staring or acting rude? You need to always remember the person isn’t mad at you, so try to be as unpolitical as you can be. Introduce yourself, and be polite. Ask the person her name and address her by name. Try not to make her wait; look up from your paper work immediately  and never say “NEXT”.

- Listen to the customer. You must always let the customer tell her story. Do not interrupt her, and listen intently until she is finished speaking.  Show her that you have been paying attention by paraphrasing her problem and assuring her you understand and intend to help.

- Phrases to avoid. An angry customer doesn’t do well with such stock phrases as: ” I only work  here,” “It’s against our store policy,” or probably the most annoying of them all, ” I’m only following the rules.” Never come back with one of those answers, but again assure the person you will do your best to solve their problem. If the problem can not be solved at the time, make sure you confirm with the customer when you will have an answer, and make sure you follow through with a response at the agreed upon time. Check out the Big List of Things Not to Say for more tips.

- If I cannot help. If for any reason you feel that you can not mitigate the complaint, it is acceptable to refer the customer to your supervisor, but make sure you give the customer their name and their contact information. What you never want to do is just push the complaint on to the next person, and not have the customer’s complaint resolved.

Angry customers are always going to be around as are Monday mornings, but why not start the week off by helping your company keep its professional image and customers as well as you competently helping to resolve conflicts.

photo credit: subew

It’s hard to tell if you’re losing business because of the economy or doing something wrong. Competition is so keen now, what once may have just been mildly annoying is now the reason your competition has claimed some of your customers. Perhaps it is time to take a closer look at the management support, training and motivation of your workforce. I’ve compiled a short list of the most annoying habits of customer service personnel which is  almost guaranteed to have your customers running to your competition. Any of these sound familiar?

• Chewing gum. Can you think of anything more annoying than listening to someone chewing gum over the phone when they are talking to you? In person, I can’t seem to concentrate on what the representative is telling me because the movement of her jaw and the snapping sounds distract me too much.
• Phone texting. Does a customer service representative think that I don’t notice how he is texting someone while dealing with my problem? As I am signing my name and filling out a store form for my refund, the person behind the desk is sending his girlfriend flowers from his Iphone.
• Multiple phone transfers. I had a problem with a generator and called the toll-free number. Not only was I met by too many numbers to push for more extensions than I could count, but each time I had to repeat the story of my generator and why I wanted a refund due to a manufacturing error. Last I counted, I told the same story six times.
• Lying customer service representatives. Do they lie because they just don’t care or don’t know the answer? The last representative told me the refund would be in the mail the same day. Six weeks later I still did not receive the refund or an explanation.
• Key personnel missing. I look up the manager or key person who can help me with my customer problem, and leave numerous messages asking for a return call. He is always in meetings, traveling or having a family emergency.

• New person on the job. New customer service representatives should have a trainer if the new person is a rank amateur, and that would save me tapping my foot on the floor waiting for the representative to go back and forth trying to solve my problem. Now if there was a trainer next to the newbie, I could have been on my way, happier and the problem likely would have been rectified before I tapped a hole into the floor.

Basically, even if the customer doesn’t realize customer service means more than refunds, exchanges, or a polite greeting, doesn’t it come down to the little things that make the biggest differences?

photo credit: Dan Zen