Everyday Customer Service Excellence

Customer Service Goes to School

2013-08-22T10:33:00.003-07:00

School is about learning, getting better, focusing on fundamentals and being part of a

community. At the recent convocation, I had the chance to hear Dr. Brett Jacobsen, Head

of School at Mount Vernon Presbyterian School, pose an interesting question to the

students, teachers and staff. The question starts with, “How might we?” This question

will change during the year but the first three words will remain the same. At convocation

the question was “How might we make the world more awesome?” It didn’t take long for

me to see how this question relates to customer service in all businesses. Here are some

endings to this question to make the customer experience one that creates loyalty.

How might we improve one single process immediately to make the company more reliable?

How might we find the gaps and work to reduce the customer’s hassle?

How might we create a customer experience that is memorable?

How might we be more responsive via social media?

How might we create an improved first impression?

How might we make a difference with every customer everyday?

Ask the team for the answers and allow them to create new ones. Get the team involved

for ownership over the implementation of improvements. Get involvement from across

departments to make a real impact. Mary Cantwell, one of 24 teachers in the nation to

be named a Teacher of the Future by the National Association of Independent Schools,

said, “Find the cracks, discover the gaps or focus on what may be broken.” She is vigilant

in looking for ways to make education better. Take this advice and check your basics

and fundamentals. Everything can be improved. It’s time to go back to school – learn,

improve, fix and innovate. Your customers will be glad you did.

Customer Service that Nearly Brought Me to Tears

2013-07-25T13:43:00.000-07:00

And it was NOT happy tears from being overwhelmed with an incredible act of service.
Recently I had to order textbooks from a major publisher for my daughter. I attempted
to do it online however I could not get through the security check. To order the algebra
books, an account was required. At the end of filling in my information, I was asked to
prove I was a real person by retyping the letters and numbers. After about 12 attempts,
I gave up and assumed something was wrong with the website. I tried again the next
morning and had the same problem. This also caused me to wonder why is this security
check necessary to order an educational textbook.

As a last resort, the 800 number was my option. It was an amazing laborious process.
I gave my name, address, credit card and email three times to the same person, while
doing my best to keep my voice calm and even. Finally she gave me the total due which
was $62 more than the site quoted. She assured me that after my account was set up and
approved in 24 hours, the lower price would be applied. I’ve yet to figure that out. After
30 minutes, my frustration level and amazement at the inadequate service left me close to
tears.

So you can imagine how thrilled I was when I discovered the online version was
required and not the hard copy textbook. Then back on the phone to cancel the previous
order, she had to check if it was possible to cancel. Fortunately, it was and the online
version was ordered. She needed all my information one more time. She was less than
enthusiastic but got the job done.

Two days later, a phone call came requesting my email address. I had given it to them at
least 4 times. It is truly beyond me that a major publisher could be this bad. My guess is
the systems and processes are the problem, which really means leadership is the culprit
and doesn’t have a clue. Or they know they have a monopoly on many textbooks and just
don’t care about the customer experience.

So what are the lessons for you? Ask these questions –
- What does your customer go through with your service processes and how
much do poor systems cost you?

- What happens online that causes them to give up and finally call you? (In my
case, they will never know)

- What might you be doing that brings your customer to tears due to your
inadequate service?

A Customer-Focused Culture is about Consistency

2013-06-17T07:51:00.004-07:00

Customers want a consistent service experience. It seems like that would be easy
to deliver yet it is not the norm. Since it is not the norm, consistency becomes a
customer differentiator. Check how well you deliver consistency with these strategies.

1. Be reliable. Get it right the first time. Whatever the customer needs, they want
you to be reliable and accurate. Customers don’t want to deal with an organization
multiple times due to your shortcomings. Deliver what you promise.

2. No surprises – unless they are positive ones. Most surprises are ones where the
company does not deliver as promised. Surprises can include interactions with
challenging employees, lack of follow-up, and slow responses to social media
communication. Surprises often create angry and vocal customers. Look at your
consistency in service standards and processes.

3. Team members “on board” with customer focus. Customers want to deal with
competent and caring employees. Your employees are a reflection of your culture.
They are the voice of your company and your best ambassadors. Don’t script
them but make certain they are armed with great information and empowered
to personalize their responses. Allow them to anticipate and act in ways that
drive customer loyalty. The consistency must be in hiring, training and coaching
effectively.

Consistency is a selling point and a source of repeat business. Customers want simplicity,
ease and no hassles. Make consistency a strategy and a foundation of your customer-
focused culture.

The Four Things to Stop Doing to Make the Customer Experience Better

2013-05-21T07:41:00.003-07:00

The customer experience is all about doing things that will be memorable and of value to
the customer. Start with the basics and fundamentals. Once you have gotten them right, you
will have earned the customer’s trust and repeat business. To keep them loyal, break out
and be different. There are plenty of companies offering what you offer, so be decidedly
different. With that being said, there are things you must STOP doing if you want to
stand out.

1. Stop asking the customer to repeat information they have told you already. This
includes asking them to repeat identifying information already keyed in while
listening to prompts. Make certain transfers are smooth and seamless by sharing
key information with the next team member. Repetition only increases the
frustration factor.

2. Stop having all employees greet the customer when entering a bricks and mortar
store. Let one do it and then stop. It is amazing how employees are being asked
to look up from a current customer conversation or transaction to yell across the
floor to the just arrived customer. It is rude to the current customer and feels odd
to the one crossing the threshold.

3. Stop being oblivious and unaware. Get your team to recognize and learn current
customers. Encourage them to check the database and acknowledge the customer
specifically. If your team serves customers in person, show you know them. Learn
names and make connections.

4. Stop being scripted. Customers want a real person delivering sincere service.
Allow your team to build a relationship and use judgment. If you have hired and
trained well, then trust them to deliver memorable experiences.
There are plenty of things all organizations need to start doing but you start by stopping
certain irritating behaviors. It just gives the customer a chance to think about taking their
business to the competition.

What would you like for companies to stop doing?

Five Steps to Keep Your Customers

2013-03-28T11:54:00.000-07:00

Customers are fickle, demanding and opinionated. Keeping your customers loyal,
satisfied and saying positive things about you is crucial. There are plenty of things that
must be done via your technology, people and processes to make your culture customer
focused. Here are 5 strategies that need to be incorporated into your daily efforts.

1. Be nice. Sounds easy but we all know from recent service experiences that “nice”
does not always happen. When it does, we remember it. Jaume Tapies, chairman
of the luxury hotel group Relais and Chateaux, says, “The difference between a
good hotel and a bad one is one word: care. Find people who care and you will
have a great experience.” It is time to check your niceness factor.

2. Be easy. Reduce the hassle factor. No one wants to repeat the same information
twice. Customers want to talk to one person. Disney has reduced the hassle of the
waiting in line experience with advanced technology. Ask your teams – what
barriers and boundaries keep them from delivering an easy customer experience?

3. Say thank you. Customers want to feel special. Customers don’t want to be one
of many. Instead they want to feel connected to you and the brand. Apple store
employees use a process called The Five Steps of Service and the fifth step is a
fond farewell and an invitation to return. How do you end the contact with the
customer and do they feel appreciated? The lasting impression makes a difference
in the customer’s decision to return.

4. Do something extra. Call your customers within 30 days of a purchase to check
on satisfaction or tell of a new offer. Write a handwritten thank you note. Send an
extra item with an order. It is pretty easy to wow the customer with simple acts.

5. Connect 24/7. A Sitel Study shows 57% of customers search online first for
a solution when experiencing a problem. Customers want you to know where
they’ve been, what they’ve done and what they need. Working in silos will cause
your customers to flee fast and be vocal about it as they leave. How well are you
managing all the touchpoints?

Customers want to be loyal. It is easier and saves them time. These 5 strategies will help
create the experience that will keep them returning.

Customer Love – It’s in the Details

2013-02-12T12:29:00.004-08:00

Customers want to like you. They want to feel appreciated and do repeat business with you. With most products and services, customers want a relationship not a transaction. So what are you doing to show them a little love?

Love is in the details. Here are recent interactions that created a memorable experience.

Delta Airlines sent a letter after a recent flight apologizing for my seat assignment - the “dreaded” middle seat. I don’t like the middle seat especially on a four hour flight. However the letter acknowledging this inconvenience made a difference.

While checking out at Trader Joe’s, the cashier reminded me to drive safely in the heavy rain. He was real, sincere and in the moment. Trader Joe’s gets a lot of things right.

Panera’s loyalty program is full of surprises. You never know what or when you will get a reward. The reward has to be used in 90 days so you are pretty likely to return sooner than later. The simple stuff works.

When having a hard drive restored recently, Data Savers, Inc. impressed us with continuous email updates on their progress and success. It was unlike any we had experienced with other companies. This personalized approach added value to this technical service.

And then there is Zappos. A recent order confirmation was written in very clever and fun language. They included a phone number and signed off with XOXO (hugs and kisses).

Now that’s LOVE.

Your Customer Focused Culture – Time to Renovate and Retrofit

2013-01-14T07:07:00.001-08:00

Creating a customer-focused culture requires strategy and constant review. January is a
time for resolutions, goal setting and organizing. Take the time to apply these same
disciplines to your customer focus. I suggest going as far as renovation and retrofitting.
I encourage you to look at two areas, processes and people, to strengthen your customer
focus.

Organization’s processes and systems can get complicated.
Too often businesses have an internal focus which can create hassles for the customer.
Customers want ease, simplicity and responsiveness. No matter how the customer
contacts your business, hassle free is their desire. Look at your website, social media,
call center, phone handling and in person contact. Where are the interaction points that
can cause glitches, delays and frustration? Evaluate how hard it is for the customer
to reach you and get a timely response. Where might they “get lost”, confused and irritated?

Many of you have done the overhaul on your systems and processes - - it is time to do it
again. Lots of stuff keeps getting in the way.

The second area to renovate is your people. You have team members who are delivering
status quo.To have a customer-focused culture, your team has to be at its best. Look at
your current team, decide who needs to be “retrofitted”.

It is time to coach and retrain. To get change, deliver feedback, decide upon a plan
of improvement, state your expectations and set a timeline. If the team member is still not
receptive to change, then take a hard look at their value.

Check your new employee orientation process. Retool it so it matches up with your
customer-focused culture. Dedicate enough time for orientation. Have key people be a
part of the training so the new team member feels valued and important.

Name a leader who is in charge of the customer-focused culture. This person keeps
important customer issues front and center. Their position must cut across all departments
so the processes can be seamless. This leadership position demonstrates your long-term
commitment to the customer.

Resolve to make your organization one that works well for your customer. A customer-
focused culture requires a regular “check up”, a champion and strategy. Renovation and
retrofitting are not easy or cheap but required if you want to be known as "one of the best".

Real Empowerment Creates Real Results

2012-11-06T11:20:00.002-08:00

Organizations serious about creating a customer focused culture have spent
time studying Zappos. Zappos has developed an unusual approach to serving
customers and building loyalty.

They have redefined empowerment. Team members have the ability to spend
time on customer calls as they see best. Zappos measures total time spent on
calls with the goal being 80% of time spent on customer facing interactions. This
is much different from the usual measure of time per call with a focus on quantity.

Excellent insights on Zappos can be found in this Software Advice blog,
A Zappos Lesson in Customer Service Metrics. Look closely at the 4 factors
measured in the Happiness Experience Form. Ashley Furness outlines
the secrets to creating real relationships with an emotional connection.

Employees also called the customer loyalty team are empowered to connect
with the customer and then are rewarded when their scores are high on the
Happiness Experience Form. The reward is a spin on “the wheel of happiness” to
win gift cards and other items. Smart hiring, training and empowerment is a part
of the culture, so true customer connections can be made.

Does Zappos unusual approach work? Furness states that 70 to 75% of
purchases come from returning customers. Real empowerment of team
members does pay off on the bottom line growth and profitability.

Think about your own metrics and how well they support a customer focused
culture. After reading Furness’s blog, get moving on the lessons from Zappos to
build happier, loyal customers.

What Is The Customer Worth To You?

2012-10-09T11:36:00.000-07:00

All companies love the idea of keeping their customers loyal. They survey to assess
satisfaction, create slogans to inspire and make promises to attract customers. However
many have efforts and strategies underway that are roadblocks to loyalty. These
roadblocks could be more easily removed if you put a monetary figure on loyalty.
Increased revenue gets attention and can get “buy-in” from across the organization. Few
are willing to do the hard work to make it happen.

In a recent Dow Jones Report, General Motors Co. stated that for each percentage point
of improvement in customer retention rates, $700 million will be gained in additional
revenue. The auto industry typically retains about 52% of its customers when time to
purchase a new vehicle. GM’s retention rate is right on target with the average. Think
what being above average could do for your bottom line.

Here are some thoughts to consider –

Do you know how much your customer is worth on an annual basis?
How much would be added to the revenue if you kept 1% more of your
customers?
If you know the answers to the last two questions, does everyone in the
organization have them committed to memory?
What strategies, processes and attitudes deter the customer from being a retained
customer?

It may be hard to calculate the numbers but the work is worth it. Numbers sell others on
seriously moving forward with customer focused efforts. As stated earlier, few do what it
takes to deepen customer loyalty.

Do a quick assessment from your own experience as a customer – when have you
received a “thank you” or show of appreciation from your insurance agent, payroll
provider, mobile phone company and many others. My guess is the answer is not enough
and not often.

Go run the numbers and share the value of a retained customer. Get moving on strategies
to make it easy for customers to remain loyal. Loyalty is fragile and fleeting. Don’t give
them a reason to leave you.

Customer Experience Counts

2012-08-30T10:35:00.001-07:00

Customer experience is a tough concept to define. It is designed and delivered by the company yet defined
by the customer. According to research and customer conversations, the experience can be the reason for
defection or loyalty. You must make it your priority to keep improving the experience so you create an
engaged and loyal customer. The best organizations are constantly tweaking their customer experience.

To be at your best, here are strategies to put in place. The reality is most of you will think you already have
these in place. I challenge you to review how well they are being implemented on a daily basis.

1. Are you easy to like?
- Nice counts
- Hire a likable team. Customers are much happier to give money to someone likeable.
- Be kind and respectful

2. There is no substitute for a real connection.
- Eliminate the scripts
- If you’ve hired and trained well, allow your team to use their common sense.
- Great data “married” with common sense will create satisfied customers. The connection
comes when using the data to show customers you know them.

3. It is time to really listen to the customer.
- The customer is talking to you via many channels. How are using “their voice?”
- Use their input to make appropriate improvements.
- Showing you are listening engages the customer and drives loyalty.

The reality is you must get the basics right first. Once you have a reliable, responsive process to serve the
customer, it is time to work on creating a memorable experience. Get moving on doing not just talking
about it.

Pay Attention – Your Customer Deserves it.

2012-07-25T12:29:00.000-07:00

Customers deserve respect. Their time and money are valuable and their loyalty is
priceless. When you pay attention, you can elevate the customer experience.
Here are some recent interactions that show the power of paying attention. Check
your organization and identify if these happen at your company.

When approaching a counter at a retail store, the employee ignored me. The
message is, “If I don’t look at you and make eye contact, then you are not there.”
Now check your customer interactions, is anyone guilty of this? Get people to pay
attention. Train them to be aware, make eye contact and be respectful.

On a recent visit to Trader Joe’s, I had two items on my list and had not picked
up a basket. Once shopping, my impulse list grew and my arms were full. I was
pleasantly surprised when an employee came to me with a basket. They simply
appeared and took care of my needs. How did that act affect my experience? Ask
your team to think, anticipate customer needs and make it easy.

I had placed a call to a supplier and when the representative answered, I gave my
name along with a concise question. She was so focused on her script and her
needs that she did not hear me. She asked for my name as if I had never said it.
Do you like to repeat yourself? Allow your people to connect first. Slowing down
will make the contact go faster.

When making a purchase at a national chain retailer, the salesperson asked for my
email address. I assured her that I was already on the list and did not want to give
it again. Her defeated response was, “The system makes me ask for it.” Wrong
response. If you must ask for the email, then train your team to respond
differently. Try, “Great, then you get our super offers and notices of sales”. What
are your team members saying that could sound negative and powerless? Make it
a positive interaction.

It is time to get your processes and training fixed so you can be fast, responsive and
personal. Start simple – Pay Attention.

The 12 Fundamentals of Exceptional Customer Service

2012-04-18T10:56:00.000-07:00

Customer service is mostly average, mediocre or worse.
I find it amazing that the delivery of high quality customer service is
so uncommon even with all the talk and focus on the topic. When
speaking to groups of CEOs recently, the attendees state that
customer service is “not rocket science”. The reality is many
of their employees are not delivering the basics. It is tough to move
on to a discussion of “customer experience” when the basics
are not the standard.

Here is my list of the 12 Fundamentals of Customer Service. The list is
short and to the point – no need to elaborate on simple steps that should be
the norm for all teams interacting with your customer.

1. Answer your phone. It is a pleasant surprise when real people answer
phones and are ready to serve.
2. Respond to emails and social media contacts fast. Engage and
acknowledge.
3. Do what you say you are going to do. This strategy solves most
problems and creates satisfied customers.
4. Get it right the first time. First time resolution is expected.
5. Fix problems fast. Apologize sincerely and follow up.
6. Stop blaming. Customers don’t care about your internal issues.
7. Listen the first time. Let the customer know you heard them to keep
them from repeating.
8. Use the customer’s name. This easy step can make a big difference
when done with respect.
9. Make eye contact. When face-to-face, look at the customer and not
just acknowledge from a distance.
10. Be sincere and real. Customers are tired of the practiced phrases.
Connect and engage.
11.Thank the customer. Leave the customer with a positive impression.
12. Have fun. Customers want to do business with likeable, happy people.

Check your daily interactions against these 12 Fundamentals. My guess is
you need either a brush up or a complete rehaul just to get the basics right
with every customer, everyday and every time.

Create a Customer Experience that Builds Loyalty

2012-03-13T06:14:00.000-07:00

In the best of all worlds, happy customers mean loyal customers. Loyal customers
talk, create buzz and can be an advocate that leads to more customers. Customers
want an exceptional experience and will quickly switch to another company to get that
experience. Average and mediocre will be your ticket to customer loss. In a recent survey
done by Forrester Research, 76% of executives said they want to differentiate with a
customer experience. However the majority of the same executives state no clear strategy
or budget have been created to support this goal. How can you stand out from the crowd
and move to delivery vs. intention only. Get started with these strategies –

1. Allow team members to use common sense and discretion. Do you have enough
data at the fingertips of everyone so this is a reality? Customers do not want to
repeat themselves to multiple people. They do not want to demand a manager.
They want a real person who can listen and act.

2. Make it easy and simple for the customer across all channels. The best companies
are diligently working at “marrying” the information from the multiple channels
that the customer accesses. Don’t let one touchpoint be the reason they leave you.

3. Make exceptional experience an expectation. Train it, reward it, imagine it and
allow it.

4. Deliver proactive service. This is the key to staying ahead of your competition.
Reach out with information before the customer encounters a problem. This is
a cultural shift away from reactive service. Proactive means anticipating needs,
communicating and building trust.

Customers want an outstanding experience and will shop around for it. Make certain you
deliver one that causes them to stick around.

The 4 Customer “Must Haves”

2012-01-23T08:57:00.000-08:00

Let me state the obvious - customers are very demanding and
extremely tough to satisfy. The best companies are trying to figure
out how to stay one step ahead of the fickle customer. And although
there are many initiatives and “must haves”, however let’s start with
this short list –

1. Deliver the product or service right the first time. Be
consistent. Be reliable. This means looking at processes,
systems and the skills of your people. Getting the basics
right solves most of your issues and can create very loyal
customers. Customers love one contact and no hassles.

2. Make it easy. Multichannel access is a must. You know this
but what you know needs to match the reality of how you are
engaging your customers. Customer’s desire for transparency
is here to stay. They like the access to information and
knowledge of how your company works. The customer
knows how to work the system, you better be connected and
responsive – fast is the operative word.

3. Have fixes ready. Customers want problems fixed fast. It is
likely unhappy customers are on hold with your call centers
while tweeting their dissatisfaction. Have real people ready
with real answers – not scripts. Your representatives are the
voice and ambassador of your company. Use them wisely to
amp up customer loyalty.

4. Give them a reason to return. Customers want a memorable
experience. They will tell others and become your advocate.
With customers becoming so savvy, the world is now your
competition. Customers compare all service experiences not
just ones in your industry. Stop talking about improving the
experience and strengthen the relationship, start doing it.

Your team holds the keys to making the experience one that
creates positive buzz.

Customers are picky, demanding and impatient. Their “must
haves” will drive them to shop around. Make certain your service
will have them stick with you for the long haul.
#custserv

Customers Deserve Better

2012-01-03T12:27:00.000-08:00

When customers call a company, they deserve the best treatment. However,
many organizations continue to abuse their customers with poorly thought out
phone handling. The guilty companies range for the largest to the smallest.
The reality is, most companies do not want the calls. Their desire is for the
customer to check the website first, to engage in live chat
or communicate via social media. Most customers have tried one of those
options and as a last resort pick up the phone. So when the experience is
daunting or down right rude, customers get even more frustrated.

It is time to do a review of what customers go through when calling your
company. I recommend a small team, including a director level person,
to check your roadblocks and make the needed changes.

Here’s where to get started –

1. Act as if you are the customer. Listen closely and experience the call
process. I know you have done this before – do it again.

2. Get rid of the instructions that inform the customer, “Listen carefully
as our menu has changed.” Most of your customers do not call you
often enough to have the menu memorized. We don’t know or care
that it has changed. Just give us the choices, the fewer the better.
Also, give us the one chosen most frequently upfront, like press 1 not 6.
For example, physician’s office are the worst offender of this one –
“to make an appointment press 5”. I don’t think pharmacies call more
often than patients yet that option is always stated before the patient
focused ones.

3. Stop telling the customer, “Your call is very important to us, the next
available representative will be with you soon.” Say it once. The more
you repeat the same script the more it angers the customer and they
will not believe you. Change up the recording – some script, some music,
some information about products and services. And please don’t tell the
customer to go to the website, it is very likely they’ve tried it already and
may even be on it while having to listen to the recording, angrily.

4. Listen to the customer representative scripts. Is it time to let the team
be more respectful and engaging? Customers are exhausted with the
programmed scripts. They do not create a real conversation. The
customer called to speak to a real live person – not one with a script
and limited options. Remember the customer thinks their situation is
unique, so listen well and engage them.

Customers will love you when you hire smarter, train better and coach often.
Your team will love working for you and in an empowered environment.
You will get loyalty from customers and employees. Your phone handling
is part of the customer experience. If the customer has to call you, give them
what they deserve – easy to access real people with real answers.

#custserv

Customer Service is Good Medicine

2011-10-25T07:00:00.000-07:00

When a medical practice gets customer service right, it is worthy of examining and
applauding. Unfortunately, I found myself having this positive service experience at
Resurgeons Orthopaedics of Atlanta. I say “unfortunately” due to a nasty break and
injury to my arm and shoulder. The brief back story is, I had a fall in Mexico, got to visit
the international hospital, knew the injury required surgery (which I preferred happen
in the states) after stabilization of my arm we left on a flight about 15 hours after the fall.

A friend back in Atlanta worked hard at securing an appointment with an ortho surgeon.
Within three hours of arriving back home, I was at Resurgeons. Fortunately, I had no
reason to have a relationship with them until this accident. My surgeon, Evander Fogle,
his assistant Mary Bligh, R. N., and the front office impressed even in the face of my
incredible pain. Here is what worked so well in this large busy orthopaedic practice.

-

Warm Welcome. My husband and I were met with eye contact and friendliness.
The front desk was responsive and attentive. The area was open with none of the
usual barriers of glass windows and clipboards slid back and forth between the
patient and hidden away staff.

-

Expressive and Engaged. The team was personable and treated me as a real
person or should I say customer. The receptionist immediately asked what
happened, acknowledged my pain and then assured me they would take care
of me. The sling from the Mexico hospital visit caught her attention and she
humorously let me know they could do better to alleviate the pain. After all this,
she moved to the required paperwork. Most medical practices are concerned with
paperwork first and foremost, concern for the patient/customer is usually a distant
second.
Dr. Fogle and Mary continued the warm welcome and engagement. They
were efficient but did not give the impression they must get moving to another
patient. Both continued the banter of the poor sling and were impressed with
my “undermedication” for the last 20 hours and how I seemed to handle it.
The conversation and examination showed their medical skills and expertise.
The medical profession does not require customer engagement however
they choose to do it.

-

Responsiveness and Reassurance. Dr. Fogle and Mary listened to my needs –
and arranged for fast surgery so the healing could begin and I could work
with clients for upcoming some engagements. I pleaded for permission to travel
within an unreasonable amount of time. The doctor (and my husband) prevailed
on forbidding that short timeline.
However, the doctor was responsive with a fast surgery and then reassured me
of a recovery that would accommodate work within 5 days. Both offered phone
numbers for easy access and reached out with personal calls to check on me after
release from the hospital. Again, there were real human connections with me
the patient/customer. For years, I have talked about “processing the customer
vs. serving the customer”. This team really serves and connects which creates
positive lasting impressions.

Dr. Fogle and Mary know the customer comes first and is the reason for the existence
of their practice. Exceptional medical expertise and surgical skills are the given and the
expected, yet they go beyond to making the customer experience count. My preference
would have been to never need Resurgeons however things happen. In this case, I was
fortunate to fall into the able hands and care of this medical team.
Customer service is definitely good medicine.
#custserv

Does Attitude Matter? Customers and Employees Think So. What About You?.

2011-09-26T11:17:00.000-07:00

We’ve all heard the platitudes about having a positive attitude.
Does it really make a difference in the workplace?
It is an interesting question since none of us are perfect and attitude
may not be our strong suit. A 2010 study by Stanford Research Institute
and Carnegie Mellon Foundation with Fortune 500 CEO’s found that
75% of long term job success depends on people skills, while only
25% depended on technical knowledge. The soft skills seem to matter
the most. Executives want team players and people who can work well
with each other.

The soft skills needed are:
- Communication skills
- Positive and productive interactions with others
- Showing manners and kindness
- Being on time
- Willing to be accountable
- Having a positive and professional attitude.

I have always questioned why they are called soft skills since for many they are the hardest
skills to practice everyday. How about calling them “common sense skills for any person
working”.

The secret to job security may be - show up, be a team player, do your job, act
appropriately and have a positive attitude. The benefit will be satisfied customers, happier
co-workers and possibly a richer bottom line.
#custserv
Lisa's Site

Is Your Customer Service a Game Changer or Just Keeping You in the Game?

2011-09-19T05:43:00.000-07:00

All companies would love to be able to say they are a game changer. Whether it is
with their service, brand or innovation, few companies really can claim such a grand
statement. Some of the few can, include Ritz Carlton, Southwest Airlines, Target,
Starbucks and Apple. My experience tells me more companies are just trying to stay
in the game because for them to change does not seem to be a reality.

Do this to keep up with the best:

1. Be easy to find. Is your 800 number visible on the front page of your website?
Stop hiding the number. Forrester Research shows customers still want to talk to
you. In a recent study customers were asked, “Which method do you prefer to use
when interacting with customer service?” The response showed 79% preferred
the phone and email came in at 33%. Customers still want a real person in a call
center.

2. Let your people be “real”. Give them power to build a relationship. Scripts
are old school. Hire and train well so you can trust your team to talk
to the customer.

3. Appear seamless. Customers do not want to repeat themselves. Have data
systems that allow the next employee or department to be aware of the customer’s
situation and conversation. I am amazed at how many organizations have not
cleaned up their act on this issue.

4. Create access at the customer’s preferred contact point. Social media,
email, live chat, call center, web self serve, automated phone system, video –
all options must be available and you must be able to track their usage history
to win their loyalty. All these interaction points have a great chance to frustrate
the customer. Make certain you create a winning experience instead.

5. Deliver on your promise. Is it that difficult to callback and follow through as
promised? Your brand is at risk when you do not deliver. It is too easy for
customers to broadcast their dissatisfaction quickly. The negative comments gain
traction fast as others start to pile on their input. Don’t let your lack of reliability
and responsiveness allow this to happen.

What will you do today to make certain your customer service is keeping you in the
game? Be better, think differently, innovate your service delivery and you might have
a chance at changing the game.
#custserv

For a technology company, XM Radio is really behind the customer service curve.

2011-09-06T05:24:00.000-07:00

My husband is a subscriber of XM Radio. Recently it was time to renew his subscription. He got notification that his account would "Automatically" renew at a much higher rate than he had last year. The year before, he had called in and was offered a rate at HALF the automatic renewal figure. It was clearly in his renewal records, and as is the case with many companies, this “deal” was never offered for this renewal and he had to threaten to leave the service entirely before being offered a rate that should have been "automatic" to a current loyal customer.

He called this year and got a pleasant employee who took all of his account information. She was quite thorough, however could not renew at this same rate. She admitted that she “cannot do anything” and would have to transfer him to another department. He was routed to the retention group. His information was not transferred, another mistake. This always ups the hassle factor when the customer must repeat the reason for the call. Once my husband stated the reason for his call, the representative was quick to say, “No problem and happy to do this”. The rate remained the same and it turned into a very short interaction. Which is the way is should have been to start with.

So what is the story here? XM Radio, does not have the software or desire to "automatically" keep a loyal customer at a rate THEY offered in the first place. Then, one employee has her hands tied when it comes to serving customers and another is given authority to take care of customer’s reasonable requests. This company is living in the dark ages compared to service leaders. I bet employees are frustrated with their lack of ability to serve customers. These policies do not lead or help create engaged employees. And worse, the customers are frustrated with the customer experience.

Look at your systems and processes. Are you giving enough power to team members and putting more relevant information at their fingertips? The customer focus starts at the top. Hire well to start, train thoroughly, coach, empower appropriately and lead - it is an everyday job.

#custserv

The Four Strategies for Customer Service Leadership

2011-08-09T12:42:00.000-07:00

The best customer service organizations have many things in common. I believe the most important is that leadership focuses on customer service and the customer experience. Check yourself and your leadership against these 4 strategies.

1. Leaders dedicate dollars, time and creativity to training. They know employees must have “state of the art” skills as well as a desire and motivation to serve. How creative is your training? Is it “just in time” for customer initiatives and needs? Is enough time spent in the new hire employee orientation?

2. Leaders have a focus on people and processes. They realize the best employees can’t adequately serve if the processes are not customer friendly. Customer needs and company processes are often in conflict. What bureaucracy issues can you deal with and eliminate? Ask your employees what processes need to be fixed. Look across departments and determine how to create a seamless experience for the customer. I know most of you have done this already. It is time to do it again.

3. Leaders keep the customer focus upfront in team meetings. The agenda includes the latest customer data, the voice of the customer, create opportunities to discuss improvement, ideas and recognition of great service efforts. Keep the meetings short and relevant. What needs to be changed about your team meetings? How
much time is spent talking about real customer issues?

4. Leaders at the best organizations are visible, great cheerleaders and story tellers. Employees need to be inspired and included. Do you spend enough time with the customer facing team? What stories do you need to tell when in front of the
employees? How are you inspiring the team to deliver a great experience?

Customer focus is an everyday activity. Leaders make certain that their time and actions are consistent with the expectations of great service and experience delivery. What must you do today to make a difference?
#custserv

Do Happy Employees Create Happy Customers?

2011-08-04T10:50:00.000-07:00

Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers tells me, their problems were solved and their needs met. Statistics tell us that the service experience has a big impact on the companies bottom line. The delivery of superior experience depends on processes, technology and people. Even with social media and innovative technology, customers still need and want to deal with real voices and real people.

In a recent study, American Express reported that US customers will spend 9% more with companies that provide great customer service. Research by RightNow says 85% of customers are willing to spend more over the standard price to ensure a superior customer experience.

Your team members make the difference. A 2009 Gallup report looked at the impact of customer and employee engagement. Companies in the upper half of both customer and employee engagement get a 240% boost in bottom line results. With these powerful numbers, employee engagement has become a major goal for many organizations. Employee engagement means feeling involved, motivated, and enthusiastic to the job, organization and associates. The Gallup survey proved engaged employees find creative ways to solve customer problems and even involve customers in creating innovations and solutions. These same employees feel open to suggesting ideas to improve the company. So it does seem that happy engaged employees may be the answer to happy engaged customers.

The real question is how to create an engaged team member. The best organizations have visible leadership working to improve the customer experience with their processes, products, service and people. The leaders inspire employees to feel connected. Try these tips to develop an engagement connection :

- Talk real purpose. People need to feel connected to the meaning of the work.
Help them understand how their cubicles,“their 17 square feet”, affect the
customer experience. Employees want to be a part of something exciting,
purposeful and big.

- Communicate realistic goals. Let people know what is expected of them.
Create service standards. Without service standards and goals, everything is
left to chance.

- Celebrate when goals are met.

- Keep employees informed and updated. Share the latest voice of customer data,
discuss challenges and create excitement around opportunities. Employees
want to help improve the organization if shown their input is appreciated.

- Make managers approachable. Managers need to reward publicly as well as coach and be the cheerleader for exceptional customer service.

There are many great companies that seem to have these tips right, three of my favorites are – Zappos, Enterprise and Ritz Carlton. Zappos has embedded engagement into their culture via the core values, hiring practices, orientation and training. Enterprise’s culture focuses on “hiring and training good people from the ground up”. The Ritz is known for their credo and clear expectations. Employees are engaged to serve the customer and empowered to do the right thing.

So, do happy employees create happy customers? If the statistics aren’t enough proof, then act as if it is true and work to improve your employee engagement anyway. I am certain an engaged employee is a good thing for your organization and especially your customers. Make certain your customers have their problems solved and needs met with responsiveness, thoroughness and speed. Take a leap of faith and believe that happy employees do create happy customers.

Thinking Is Required for Customer Service of ANY type!

2011-07-19T11:40:00.000-07:00

I am amazed at how little common sense is used in the delivery of customer service. Recently a group was eating in the fine dining restaurant of a national hotel chain. One of the diners asked Ava, our server, about the lasagna. After a pause, she responded with, “It’s just OK. Personally, I like Stouffer’s better”. Not quite a ringing endorsement and not an appropriate one in this restaurant. She even paused which should have given her time to edit her thoughts and chosen a different response.

An audience member in Bakersfield California came up and told me this tale. Her husband needed to visit the Department of Motor Vehicles, he traveled to a smaller office outside of the city and arrived at opening hours. He was pleased to see when entering the offices that he was first in line. His plan of going to a smaller office had worked. He went straight to the clerk and the empty counter. Her response was, “Sir, you’ll have to take a number and we will call you”. He did as was told and about a minute later, the same person paged him to come up to the counter. His wife reported that he found it amazing and laughable.

What has happened to common sense and thinking before talking? Where is the leadership? It is time to hire, train and expect better from your team.

Customers Keep Saying the Same Thing. Are you listening?

2011-06-21T06:25:00.000-07:00

There is plenty of great research on why customer service should be a
differentiating strategy for organizations. Given that my business is helping
companies improve their customer service experience, I love the statistics. Customers for years have been telling us how they want real customer service that stands out.

Here are some recent numbers and my thoughts –

1. American Express found that in the US, customers will spend 9% more with
companies that provide great customer service.

Think how 9% could change your long term bottom line profits. Customers do not want to “shop around”. It is easier to stay put. Give them a reason to be loyal and spend more with you.

2. In the 2010 Customer Experience Impact Report commissioned by RightNow Technologies, a full 85% of customers say they are willing to pay more than the standard price to ensure a superior customer experience. The details range from 76% saying they would pay 5% more to 10% willing to pay a up to a 25% premium.

Does your customers' experience differentiate your company enough? Too many organizations promise an experience yet the reality does not match. Companies spend millions on advertising, marketing and brand building. However their processes and people do not deliver. Take time to do your own reality check.

Remember a customer will pay more for a superior service experience. And a retained customer is a more profitable one.

3. In the RightNow research, 66% of customers said they would be encouraged to spend more if there was improved service.

You know the old saying, “It is easy to get a customer once, keeping the customer is the hard part”. If you attracted the customer once, make certain you turn them into an advocate of your incredible service. Word of mouth remains the most powerful tool to affect buying decisions. Improve your customer service starting now. Talk it, coach it and practice it everyday.

4. Research by RightNow confirmed what we already know. Seventy three percent stopped doing business with an organization due to rude staff, 51% due to ill-trained staff and 55% because issues were not resolved in a timely
manner.

None of us are perfect but look at the research – not being nice, not being
knowledgeable and not being timely drive away your customers.
You know this.
Fortunately, these three are fixable – hire it, train it, coach it, expect it, reward it and be the role model for it.

Start now. Your customers deserve great customer service experiences and your bottom line will benefit.

#custserv

Get Your Service On Board

2011-06-09T12:22:00.000-07:00

By now, I bet you are familiar with the recent incident with Delta Airlines and the returning soldiers. Just in case it has not been on your radar, here is the scoop - This group of United States soldiers returning from Afghanistan needed to check bags from Baltimore to Atlanta. Delta’s policy allows 3 bags to be checked free when flying in economy and any additional would be $200 per bag. The soldiers were not aware of the charge and were not very happy when told of the additional expense - $2800 total for the entire group.

The incident involved an inflexible employee. One of the soldiers decided to tape the encounter and then post it to YouTube. (Does United and the broken guitar sound familiar here?) You can imagine the outcry that followed from the public. Don’t mess with our soldiers!

Delta responded with a change in the policy that now allows 4 bags to be checked free and have promised to “make the soldiers whole”. Delta responded quickly and appropriately. However, would it have been better to never have this incident occur? In the world of customer service, recovery is a key strategy to recoup customer loyalty. This is not the type of publicity any organization wants regardless of the recovery efforts. Millions of people know this story and have the chance to react and form an opinion about Delta.

Here is the lesson for you –

1. Check your policies and discuss what makes sense.
2. How empowered are your employees when faced with these situations?
3. What discussions do you have around issues such as these? Talk about sticky situations at team meetings, in training classes and one on one coaching.
4. Do you have guidelines in place for “exceptions”?
5. Are employees fearful of punishment when using their best judgment in similar challenging incidents?

Customer service must be thoughtful, appropriate and well intentioned. Get your team and policies on board.

To read one of the many articles -
http://www.ajc.com/business/delta-changes-baggage-policy-970646.html

Use Common Sense AND Customer Service

2011-05-26T10:36:00.000-07:00

“Did you find everything you were looking for today?” This question seems to be the latest from the scripted service crowd. The Publix grocery store cashiers have been asking this routinely for about a year. All in all, I respond with a yes and frequently engage the cashier in conversation.

However, there is a time when the question borders on the ridiculous. The Publix store I frequent had just completed “a redo” the night before. Many managers were still scrambling to put the finishing touches on the new look. Now a redo means pretty much switching around all the items. Grocery shopping is something I like to do with speed. So rearranging is a deterrent to my goal of get in and get out.

I had finally finished the shopping which included much backtracking and asking for help. Then the cashier asks, “Did you find everything you were looking for today?” I smiled and said, “Today is not a good day to ask that”. Her friendly response was that she had to ask it. That is a problem! Management should give the cashiers a break for a week and allow flexibility in the script.

Common sense needs to prevail in customer service. Managers must clear the path for employees to engage with the customer in a real and genuine way. The script gets tiresome to your frequent customers. To keep your loyal customers give them authentic customer service.