Service Untitled

In our efforts to constantly improve customer service, we need to encourage, train, and reward our support staff. Winning is contagious, and when we acknowledge employees who leave their mark, and we show them that they matter, their success can lead to more success from other staff members making it a snowball effect toward the very positive.

Assuming that our customer service representatives know that the customer is the reason for their work, we must continue to train; whether it be through online seminars, practical workshops, conferences, role-playing, or one on one training. All employees should have the availability of resources to help with self-improvement. When our staff is well-trained and the continuing education becomes part of the company culture, employees can be trusted with decisions that entail thinking out of the box or working within a discretionary budget when needed. Excellent customer service personnel make customer service personal, no matter what the product, remembers customers’ names, remembers handshakes, and always says thank you.

Now how do you keep your customer service staff performing at such high standards? As long as employees are meeting customers’ needs, I believe owners should offer rewards from acknowledging successes and accomplishments at staff meetings where employees are recognized in front of their peers to monetary rewards. For high profit businesses, rewards for outstanding customer service can range from theater tickets, spa treatments, or to a day off with pay. In one company, the president offered a three-day trip to the Grand Bahamas for seven unsolicited positive customer comments about an employee’s exceptional service.

For the small company who still wants to recognize their exceptional employees and cannot afford spa treatments and trips, consider other appreciative ways to compensate someone’s hard work. An owner can write a complimentary review of the employees accomplishment and add it to  their portfolio as an edge for a future promotion or pay raise. You can buy the employee breakfast or take him/her out to lunch. How about some movie passes or extra time off? It doesn’t have to be expensive, but it should be personal and a sincere way to say thank you for helping your business be successful. After all, empowering your staff to serve in a positive method leads to more business and happier employees.

photo credit: USACE Europe Distric

A motivated workplace helps all of us do our jobs better. Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedication. From self-awareness, employees can nurture customer satisfaction. Unfortunately we all know that bad employees cost us money, time and lost customers, so as we improve employee satisfaction and a lifetime of loyalty, we are improving everything about our customer service.

Taking a look at what actions result in long-term employee satisfaction besides the most obvious of wages and benefits, employees like to be recognized and rewarded when they go beyond what is expected. It’s the ideal employee we have read about at the Ritz Carlton that reminds us of the “Wow” factor that is admired by all of us.

So how do you do this? Consider some employee opportunities that reward achievement. Seniority and personal achievements should always be recognized. When an employee reaches a five, ten, twenty year or more milestone in the company, or has achieved additional certification or education, special recognition is appropriate. Depending on the company policy, budget or protocol, definitive rewards keep employees striving towards the next level.

Employees should be able to voice their opinions and concerns to management without the threat of repercussions. If an employee perceives something in the company policy or required protocol when dealing with customers isn’t working, someone in management should deal with the problem before it becomes a major issue. If an employee perceives something is wrong, that is their reality.

Even though it is a competitive job market right now, it isn’t always going to be like this, and for those employees who do exemplary jobs, perhaps some measures of appreciation can go a long way. In most companies, human resources can work out flexible schedules and work hours to accommodate employees. In the summertime when children are out of school, working flexible hours can make a major impression on a working mother and encourage loyalty. Some companies rotate Fridays off for employees in the summer (when it is not a seasonal business).

Work with employees who want to work on their career advancement. The motivation of knowing that tomorrow will bring new opportunities to employees motivate personnel to strive to be the best they can. In the service industry the employee is the face of your business. You want your staff to be positive when recommending your company and working with customers. Realize the importance of your employee investment and always help each person strive for excellence.

photo credit: liber

Accountability in customer service is our ability to account for our business actions and decisions. It is our willingness to show our customers that we really do care about them, and carry with this an unspoken pledge to respond to a customer’s request for information or help.

Let’s  assume that employees want to do their best when hired, however a company’s ability to create a culture where people are accountable is a daunting task. Without accountability our customer service winds up with the grim consequences of empty promises, excuses and blaming others; most likely the customers.  Compare it to being a parent; we help our children through guidance and education to become accountable for their  own actions.

In order to create this culture, we then need to think about encouraging and rewarding people for being accountable. We need to nurture different opinions, respect each others points of view and have open communications where people are not afraid to present their opinions. Our front line staff so often sees life as it really is, and can provide informative insights into customer needs.

We also need to develop levels of trust for our customer service representatives. People have to be able to make independent decisions, however these decisions can be based on a team spirit that shares information, and provides feedback for continual improvement. Isn’t it up to team leaders and managers to supply the platforms that the customer service representatives can use as models, but still think independently for exemplary customer service?

Learning is the key to acquiring the skills, but working in a supportive environment helps each employee practice and hone their skills. We can never act as if there is a ” one size fits all” or that we have all the answers. Discovering new ideas mean fresh outlooks and makes room for expansion.

Finally the willingness to admit mistakes, and allowing others to make mistakes without chastising them can improve accountability. We don’t want the customers to suffer because one of our staff has made a mistake and is afraid to admit it; we want to be supportive of that staff member and not throw him under the bus, but educate him how to solve the problem and build a sense of responsibility.

photo credit: Grégory Tonon

Tire Kingdom started in 1972 in a small stall at the West Palm Beach Farmer’s Market. There they would sell tires on consignment ranging in prices from $50 to $150. The customers started coming in more frequently and asked that someone install the tires at the time of purchase, so with $500, the equipment was purchased, and Tire Kingdom formally came into existence. The company is now owned by Sumitomo Corporation of America and is headquartered in Juno Beach, Florida with 730 company owned stores, and 8400 associates nationally.

Not only does Tire Kingdom sell tires, but they aim to become a leading tire and automotive service retailer in the nation. Their pledge states:

- Convenient hours of operation
- Unlimited selection of tires
- Lifetime tire rotation
- Courteous and certified professional staff
- Tire service in one hour or less
- Low prices

My first visit to Tire Kingdom was in November, 2009. I purchased two rear tires from Tire Kingdom; the tread only wore out on the inside. The customer service representative told me it was a typical example of over inflated tires. I declined the alignment since they were rear tires, and I had no idea my car required all four wheels to be aligned. Six months later, I see the same baldness pattern happening on one rear tire.

I called the store, and the store manager told me to come right in. She explained to me when the wheels are misaligned the tires wear unevenly, and a technician would take my car out for a test ride and use a state-of-the-art computer to analyze the problem. She showed me a photo of my car’s wheels, and there was the right rear tire at an odd angle as compared to the other tires and thus the problem for the uneven tread wear of the tire.

It was essentially my fault since I opted out of the alignment, but I did explain to the manager that the representative who originally sold me the tires told me the problem was over air inflation and never explained to me the overall suspension of my type of automobile. Without any hesitation, Richele Ward, the store manager promptly entered a generous price discount on a replacement tire and honored the discounted price of an alignment from when I first purchased the tires in November. I walked away with a very reasonable bill, a new tire and an alignment on all four wheels. That’s customer service.

photo credit: Grant.C

Customer retention is the relationship you have and how you manage and maintain that relationship. That  first physical meeting or the initial seconds on the phone imprint a customer’s  impression. The best employees will be liked by the consumer in those first few moments because if they dislike you, chances are customers  will withdraw, feel antagonistic or feel challenged and move on to your competition. Employee hiring is an important key to customer retention.

Customer service techniques can be taught, but talent and attitude figure into the equation.  Managers can role play to show customer representatives how to establish rapport, establish rapport suitable phrases, coach  sympathetic styles and empathy, but important performance leadership qualities and loyalty features are essential traits when searching for the perfect candidate. So how do you know if  those employees working for you  have a passion for the customer and can add value to your company? Of course, there are no definitive questions and answers, but the following questions might instill some thoughtful conversation:

• Do you like being a customer representative?
• Does your position give you a sense of accomplishment?
• Do you take pride when you tell someone you work for this company?
• How do you feel about the future of this company?
• How do you feel about the amount of work you do compared with your salary?
• What do you think of the physical conditions of your work place?
• Does your company try to accommodate individual employees needing special requests? ( For instance, day care, food service when working overtime)
• How does the way you are treated influence your attitude about your job?
• As the company changes, do you see it as good or bad?
• Do you understand your company’s business strategy and how the objectives will work for you in your job?
• How do you see yourself in the company when you are ready to retire? Do you think you will still be at this company?

Employees who are vested in companies, employees who feel as if they are appreciated and employees who take pride in their jobs instill that sense of trust.  Instead of trying to persuade, their allegiance is to a company where they are part of the business strategy, and see themselves progressing as the company progresses, adapt to a company’s goal of ” let’s look at this together,” and “let’s see what the options are.” Employees who are rewarded with  positive changes are the individuals who identify approaches and stay “with” the customer.

photo credit: USACE Europe District

The company owner sets the rules, and employees need to live and know them. The old adage “the customer is always right” isn’t realistic, but empowering employees and rewarding employees for superb service helps each customer sense your appreciation.

Perhaps sharing the following with the front line people can add to the desired goals of dependability, promptness and competence.  Helping the customer service representative communicate in an upbeat, positive way,  may just help the customer feel appreciated. Here are some useful phrases to incorporate in customer communications:

- “Good morning. How can I help you?” This starts the conversation in a friendly, non adversarial tone plus invites discussion. A customer feels you want to help them and not sell them a product and also putting them at ease.
- “I can help you solve your problem.” Now the customer service professional places the customer as the most important participant and promises a positive outcome. The positive statement inspires customer confidence.
- “I am not sure of the answer but I will find out for you by ……”. A sophisticated buyer could be bating a customer service representative for an answer the customer already knows, so it is always best to be honest and not just try to wow a customer with some fancy rhetoric without a definitive and honest answer. Honest answers inspire integrity.
- “I am responsible for this and I will take care of it.” A customer knows what to expect and can depend on the customer service representative to stick by the agreed upon terms, price and if applicable… the promised delivery date.
- “I will call you on Friday ( or whenever) and update you on my progress.” If you promise to call on Friday with updates, make sure you follow-up and make sure you call.
- “Your delivery date is set for ….” If a delivery date is set for Thursday, it is the company’s job to make sure the delivery day is met. Sometimes it takes a better relationship with vendors to ensure delivery dates. When companies pay vendors on time, learn to deal with honorable vendors, insist on reliability and dependability of their vendors, delivery dates happen at specified and agreed upon dates and times. Efficient pre-planning and efficiency don’t just happen; they are cultivated and nurtured.
- “I have the particulars of your order. Let’s go over it.” Each order must be exactly what the customer ordered. Customers don’t want to hear of a similar product or a promise that what you are going to deliver is better. They want what they ordered.
- “Did you get everything you ordered and are you satisfied with your order?” The order should be complete and the customer should have everything they ordered, in the time they ordered, in the method agreed upon when ordered, and in great condition.

Superior customer service includes, the infamous “I appreciate your business, and is there anything else I can do for you?” Follow-up with surveys, thank-you notes and, more service; customers are sure to keep coming back.

photo credit: JSmith Photo

Customer service is about doing things right, but what happens when something goes wrong? Does the company just sweep it under the proverbial rug or can we realize what a great opportunity it can be to build customer loyalty and goodwill?

Just before Easter, I went shopping with my friend Erika to a trendy boutique on Worth Avenue in Palm Beach. I purchased a designer skirt for a phenomenally discounted price; the rack stated no returns. I must add that the price of the skirt although discounted was still expensive. Yesterday I had planned  to wear it for the first time, except as I was zipping it up, the material caught in the zipper and there was no way, no matter how hard I tried, that the zipper was going to be freed without damaging the garment.

This morning I went  back to the Palm Beach store; I was anxious because I didn’t have the receipt, and the rack stated it was a final sale, but what a pleasant surprise that happened.  The sales clerk greeted me with a smile and when I showed her what had happened to the skirt, she graciously apologized and asked me if I wanted a refund on my credit card or would I like to find another skirt similar to the one I had purchased, and she would discount another one in the store to exactly the same price as the first skirt cost.

What a great opportunity the store had to go that extra mile and make a lasting impression on me. Of course, I am going to share my story with my colleagues and friends. Of course, I am going to be a return customer, and of course, I will be recommending the store.

And there was the solution to make lemonade out of lemons. Instead of worrying about the cost of returning the skirt to the manufacturer or the price to have it fixed, the emphasis was on the customer – me! The sales representative apologized, empathized, offered a refund, improved my bad experience to the point of neutralizing the inconvenience of me having to drive back to Palm Beach, and relieved the stress induced anticipation of this being a costly bad experience when buying off a “final” sale rack. And now, best of all, I have a new favorite place to shop!

photo credit: Luna The Moon Girl

There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers. Training, knowledge, and skills are the objective standards and basics of customer service agents, but equally as important for the complete package is the attitude which can ultimately make or break the front lines of one’s business.

Everyone puts their best attitude forward when interviewing for a position, but during the training period and internship, we can use the opportunities to observe and evaluate each new customer service agent. Most of us have had some time in our “complaint” careers, met with that customer service representative who had the bad attitude and seemed to be annoyed, or acted as if he hated his job – not to mention treating the customer as stupid.

Here are some criteria to consider:

• Stay away from those customer service representatives who respond negatively to customer demands. Negativity is contagious.
• Stay away from those agents who are too willing to change established procedures while responding to unreasonable customer service complaints. Not only does that have the potential for costing a business huge losses, but it is indicative of an agent who just wants to get off the phone or out of a situation without mediating or solving the problem logically and fairly.
• Stay away from the customer service representative who makes too many exceptions, is inconsistent with company policy, practices, and procedures. This can become disruptive for other agents and confusing for newer representatives who are just learning and trying to follow.
• Stay away from the agent who doesn’t seek workable options to solve problems and blames others in the company. Companies need a united front and have to work front and back offices to become efficient.
• Stay away from the agent who has a hard time dealing with complaints and sides with the customer too much. Ineffective interactions will result in inconsistent policies among other customer service agents, and it is sure to create chaos.

Now if we want to identify the perfect candidate, and concentrate on the mutual respect, positive attitude and quiet confidence needed to be effective as a great agent, here are some qualities to consider:

• Companies like agents who want to serve customers.
• Companies  like agents who believe in the company and their services.
• Companies like agents who treat every customer as important.
• Companies like agents who are able to express sensitivity and empathy towards others.
• Companies like agents who learn from experience.
• Companies like agents who are interested in their jobs and are willing to share their experiences with other employees.
• Companies like agents who react positively to feedback.
• Companies like agents who build their careers bases on self-improvement.
• Companies like agents who take pleasure in their success.

There is no doubt that everyone is going to have a bad day, but those customer service agents who excel in their careers possess the self-control to compartmentalize personal and business – thus bringing to the table a confident customer service agent ready to perform a very important task.

photo credit: alancleaver_2000