Service Untitled

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

Gone are the days when construction companies had so much work lined up that any of us who needed a contractor would  say a little prayer at night hoping someone would show up the next day, but times have changed, and we are now in the age of “full service” providers; that is the construction companies have become more direct and aim toward personalized service to bring value to each job.

My friend Tom lives in the South Florida area and provides the personal touch; his company is small and local which gives him intimate knowledge of the immediate marketplace. He had been contracted to install an Old Chicago brick semi-circular driveway on the exclusive island of Palm Beach. For those of you reading this and not familiar with Old Chicago brick, think of part age and part style from the turn of the 20th Century of salvaged building bricks which mimicked the Old Chicago look. The home was located on the western side of the street and the job called for approximately 1500 square feet of brick.

Basically, a contractor starts at the corner and lays one run of brick along the two adjacent borders. Bricks are set on sand and fit snugly; levels and alignments are the key, and once all the bricks have been installed, the contractor uses a 14 inch diamond blade hand held quick cut saw to cut the final edge bricks.

It had been a  windy day, and the clay dust of the bricks created a “sand clay storm” which blew directly eastward across the street covering an all white house, white roofed, and white driveway property with the  reddish dust of the brick. Tom went across the street, apologized to the home owner and went to work correcting the damage done by power washing her house, the roof, and the driveway. He also arranged to have her windows cleaned, cars washed and any damaged plants and flowers replaced. The homeowner was thankful and appreciative.

Two years later, that same homeowner where Tom apologized and rectified his mistakes called for Tom’s company to do a job for her. She based her decision on his excellent customer service.

It’s easy to give mediocre service in construction; the bar has been set fairly low with the record number of complaints and over all shoddy craftsmanship many of us have experienced, but four basic principles of customer service has set Tom apart from his competition.

He has employed the use of good communication skills to his strategy, and not just the use of emails, but going out and meeting face to face with clients at regular intervals. He demonstrates by example and current references his technical expertise and how that experience makes him better than competing companies. He pays personal attention to details and never lets his  less experienced workers  make the decisions, and when, as in this case there was a problem, Tom went over to admit and apologize  explaining that projects can go wrong, but he would take full responsibility and rectify the problem.

Where much of Tom’s competition has been reading Craigslist looking for part-time construction jobs, Tom goes to work every day with more  projects lined up for the future.

photo credit: stefg74

In retail, most of us want to spend our time primping up our stores hoping to bring in new customers to increase our business. We use attractive advertising displays, sales, coupons, television and direct  campaigns, however statistically our best revenue is realized from our current customers. It is our loyal customers who often bring in 80% of our sales even though they may only represent 20% of our customer base.

It is most important to treat our loyal customers with the best service possible, and that includes the personal touch. Starbucks does it with baristas who most often remember what their loyal customers drink, even though the customer might not have been in the store for months. Loyal customers can be rewarded with emails, special discounts not available to the general public, and special private sales inviting loyal customers in to participate a day earlier than the  general sales to the public.

The next segment of customers includes those who shop at your store only when there are sales offered. These customers do shop a lot and quite often, and help to keep inventory fresh because they keep it moving. Chances are that people who shop exclusively for sales may not become loyal customers, but if something catches their eye, they may be coming into your store regularly to check when that merchandise may go on sale and bring a friend; hence another possible customer.

People who are specifically out to purchase something in particular can become loyal customers. For instance, back to school means selecting fashionable and possibly budget minded apparel for children. Catch the attention of the child or teenager and gain a new loyal customer, but those  same people who are shopping for something specific will walk out if they don’t see what they want. It’s also a challenge appealing to the people who have a particular need because they are apt to shop on the internet. It becomes even more important to provide exceptional in store personal service to ensure their return the next time they are in need of school clothes. Using the same example, a large selection of sizes, colors, styles and a staff to provide personal shopping comforts can make the difference.

Shoppers who buy on impulse are among the favorite kind of customers because they usually don’t pay attention to budgets and buy what interests them. That could be influenced by   flashy displays and trendy stock. With impulse buyers it’s very much about the presentation.

And finally, there are the general mall customers who have no specific need in mind, but like to window shop and rarely buy anything, however they might bring a friend along the next time, and a friendly greeting and remembering a name just might bring in a new customer as well as recommendations.

photo credit: alancleaver_2000

A complaint letter, as unpleasant as it might be to write, is generally more effective than a phone call or an email. The point is that in order to achieve the desired result whether you want a refund, replacement or travel miles is to clearly define the purpose of your complaint and be polite, sincere and valid.

I’ve put together five important suggestions that will help:

1. Always keep your letter short, and concise. Rarely should any complaint letter be more than one page in length. Use dates, locations (where you purchased the product), and include all relevant descriptions and information. It’s preferable to type your letter, and for heaven sakes, use spell check. Start your letter on a positive note so that your reader is still confident that you want to remain a customer.
2. Always exhibit politeness. You should not be sarcastic, threatening or write as if you are angry. You could even begin with a friendly line such as, ” I’ve been a customer of ABC for the past ten years.”
3. Make sure your facts are properly documented and true. State your complaint, and indicate what you would like done to rectify the problem whether it be a replacement item, a store credit, refund, etc. If you are complaining to an airline for a valid reason, discount coupons,  and additional mileage commonly accompany the company’s apology.
4. Attach copies of all documentation. Do not send originals. Have exact dates and times, and in your letter make sure you indicate what actions you will pursue if the situation is not rectified.
5. Make sure you remind the company of good relations and good customer service and how you want to help them maintain a good reputation.

Keep a copy of your letter, and if you aren’t satisfied with the reply or you haven’t received what you thought you deserved, write another letter, but make this one stronger. If that doesn’t work, go to the next higher-up; something to be said about friendly persistence.

photo credit: Alyssa L. Miller

If I shop at Walmart for a pair of denim jeans priced on sale at $19.95 and then go to a boutique and pay $150.00 for designer jeans, chances are that my customer service experience is bound to be more personalized at the boutique. No one is going to tell me how those jeans look on me at Walmart, and if they don’t fit me, I have to get dressed again and  go back to the rack and find another size or another style. At the boutique however, the sales person goes back and forth honoring my requests and  even throws in a critical opinion on the fit. Does that then serve as a correlation that most consumers think the more you spend, the more service you expect?

In real estate transactions, we receive commissions based on the price of the home at an average of 7% per selling price. If, for instance, I sell a home priced at $100,000 and the following month I sell a home priced at $500,000, will I be giving the customer purchasing the more expensive home better service because my commission is more?

In the real estate business, sales agents are independent contractors. Accountability is expected because an agent is licensed by a particular state. Local, regional, and national organizations require agents to follow a prescribed code of ethics. On the other hand, customer service includes more than just accountability. To be an excellent real estate agent as opposed to an “order taker,” one needs to hone in on those special skills that sets one agent apart from all others.

There should be no difference in the quality of customer service given to any buyer or any seller regardless of the final commissions paid to the agent. Whereas manufacturers can gauge the quality of a product by accountability and reliability, industries involved in service need to focus more on professional courtesies and what consumers expect from their agents. Awards are given to agents who produce top revenues for their companies each year, but more recognition needs to be given to those agents whose customer service skills far exceed the norm so that agents are motivated to go that extra mile for their customers regardless of the size of the sale.

Statistically only 60% of the listings sell with the original listing office. Sellers most often change offices because the quality of service has decreased, but there isn’t much customer feedback. The client has simply moved on to another listing office. Training agents to provide consistent and excellent customer service could change these statistics.

All agents want to improve their business. Professional courtesies extended to all buyers and sellers will ultimately make a huge difference in the long run.

photo credit: kimubert

A friend of mine purchased a pair of shoes from a popular discount shoe store in our local area. Whenever she buys a pair of shoes, she never takes the shoe box home with her because she makes a mad rush to her closet and hides the purchases from her husband (he always complains she buys too many pairs of shoes).

The shoes were so uncomfortable; she had numerous blisters on her toes, so she went back to the store to return the shoes. The customer service representative would not honor her return, even though she had the receipt; he told her it was store policy “no box – no return.” Of course, she tried to explain her situation and even showed the customer service agent her blistered feet, but the representative insisted the customer did not follow the rules pertaining to returns. The customer got loud because she was frustrated; the service representative ignored her outburst, and so the customer walked out obviously never to return.

The unfortunate part of the above scenario is it sent the customer packing, and we all know that in today’s market and economy, merchants have to be flexible and literally bend over backwards to satisfy customers; thus the importance of good customer service.

How could this entire situation been avoided and the customer’s anger diffused?

If the customer came into the store, she still thought something could be done which meant she still thought of herself as a customer, and the customer service representative’s job is to keep her as a customer. Here are some suggestions that might have changed the outcome of this situation:

• It is important to hear the person out and thank the customer for bringing the problem to your attention. Let her know you will be researching the problem and you will get back to her. Do not offer a solution immediately since you do not really have a solution yet. (It would be time to research if exceptions have ever been made to allow returns under special circumstances when customer did not have the original packaging.)
• Call back the customer because it is important to preserve the relationship and keep her as a customer. Thank her for giving you the opportunity to help her and apologize for her dissatisfaction, even if she is wrong. (In this case she didn’t keep the box in case she needed to return the shoes.)
• Look at each complaint as special since each customer can amount to more business and be prepared to modify standardized procedures when exceptions present themselves as practical and realistic. (In this case, the proof of the blisters on the customer’s feet provided the real reason she wanted to return the shoes.)
• Explain to the customer what can be done to rectify the situation. In this particular case, at checkout the clerk did tell the customer no returns with out the original box, but the customer service representative needed to  resist telling the customer she was wrong. Consumers do not want to be scolded; they want their problems solved.

When there is such keen competition out there, exceptional customer service is going to make a huge difference, especially in the small, local market.

photo credit: michale

“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? It is always important and never more so in today’s tough economy to make sure customers know unmistakably that you never take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?

The goal of an effective “Thank You” is not simply the expression of a statement but rather the conveyance of a feeling. We have all been on the receiving end of “thanks” knowing there was little sincerity. Thanks means communicating gratitude in a fashion that makes customers feel your authenticity. Most customer relationships don’t end in dispute; they wither away from disregard and neglect. Remember: customer relationships are fueled by affirmation, attention and care which are critical elements of service warmth. Also remember most customers do not feel obligated to let you know they are unhappy much less they are leaving! Research tells us that only 4% of disappointed customers will even bother to complain!

Great service leaders show the same gratitude to employees they expect them to show to customers. One call center rep put it this way: “The big deal service award ceremony with all the ‘hot dogs’ from mahogany row that we never see except on special occasions is nice, but not necessary. All we need is for senior leaders to occasionally walk through our areas, show interest in what we do, spend time understanding what we are learning from customers, and thank us for our contribution.”

Great customer service is not “rocket surgery!” It’s simply focusing on what’s important to customers, not boxing them into absurd boundaries, carefully managing the details to keep the experience simple, and letting them know they are valued. Service warmth comes from a strong demonstration of gratitude to customers. It is great to provide a sincere “thank you” but a true measure of the warmth of your service comes from a thank you laced with generosity.

Tacqueria del Sol, a four unit chain of affordable Southwestern fare in Atlanta surprises its regular customers with a “holiday meal” every year during the December holiday season as it’s thank you laced with generosity. Staff members together identify their restaurant’s regulars and treat the regulars to a free “holiday meal” with no limits. I have frequented one location at least weekly for years yet I am always pleasantly surprised to receive the honor of a free “holiday meal”. Their generosity has at times extended to my entire family of seven! I have observed many customers expounding the virtues of Tacqueria del Sol, its great food, great service and especially its generosity.

How are you warming up your customers experience with an appropriate thank you? Does your gratitude to customers include a strong dose of generosity? In today’s rough business climate we need to forge a “steel-like” bond with our customers. Gratitude and generosity warm up the experience to help you create devoted customers who are loyal advocates for your organization.

Writer Bio: John R. Patterson is a sought after speaker on customer experience and a customer loyalty consultant. He is the co-author with Dr. Chip R. Bell of the national best selling book Take Their Breath Away: How Imaginative Service Creates Devoted Customers. He can be reached at www.taketheirbreathaway.com.