Archive for the ‘Customer Service’ Category


Nextiva Tuesday Tip: Recovering From a Customer Service Slip

12-16 customer service mistake smallHow your small business recovers from a customer service slipup is one of the most important aspects of good customer service. Why? Because one bad customer service experience runs the risk of running your good reputation—even with loyal customers.

Let me share an example. This holiday shopping season, I seem to be encountering an unusually high number of shipping problems with my online shopping. Recently, I realized that one of the online retailers I normally rely on hadn’t shipped an order placed more than a week ago. This made me nervous: In the past, everything I’ve ordered from them has shipped within two days.

Despite years of history with this retailer, and their standout performance all the rest of the time with something like 20 orders a year, I was so annoyed that immediately, their sterling reputation with me was in jeopardy. Here’s what happened next—and what they did (and didn’t) do right.

I contacted the retailer to find out what was going on.

Wrong: Their customer service contact information was difficult to find. I wanted to talk to—or at least email or chat online with—a live person. For a while, I was panicked that this was one of those sites where that was impossible.

Right: When I did find the contact info, I was pleased the company offered email, phone and chat customer service. You should always offer the widest possible number of options for people to contact you; not every customer is the same. I picked chat.

I started a chat with the company.

Right: I immediately got a response, as well as a notification that there might be longer than normal wait times due to high volume. I understood; it’s the holidays. Always let customers know what to expect—it eases their stress, and eliminates unnecessary anger in dealing with you.

During the chat I got distracted multitasking and stopped responding to the customer service rep. (That was a goof on my part!)

Right: She politely asked me several times if I was still there, then politely told me she would need to end the chat since I hadn’t responded for 10 minutes.

Mortified, I started a new chat, copying the text of the old chat into the window and apologizing for dropping the ball.

Right: The next customer service rep smoothly picked up where the previous one had left off. Realizing I was a flake, he asked me if I could stay on the chat for three minutes.

Right: He told me there was a problem with my order that was keeping it from shipping. He fixed the problem and sent me a detailed status report of my order with the new delivery time.

Wrong: I should have received notification that my order was “stuck” in the system. What if I hadn’t remembered the order until it was too late to get it in time? Develop systems for your business ensures this type of error doesn’t happen. Depending on the size and nature of your business, you can set up automated systems, or use simple manual systems like a checklist employees must go over before shipping an order.

Right: To make up for the delay, the customer service rep gave me next-day shipping for free. I was already pretty happy that the problem was solved, but this “something extra” made me fall in love with the company all over again. Always recognize when you have caused a customer to feel stressed, and take steps to not only fix it, but make up for it.

How do you handle customer service slipups in your business? 


Yes, The Customer Is Wrong Sometimes. However…

Is the customer always right?

For whatever reason, I'm asked this question more than any other. Doesn’t matter the forum, or the context: In interviews, keynote speeches, training sessions, seminars, workshops–it always comes up.

So, here's my definitive answer.

No. The customer isnt always right. But you want to make her feel like she is.

Stocksy_txp24de892bFK9000_Small_315517"Right" and "wrong," even in situations much more crucial than a mere customer service misunderstanding, are hard to sort out. Think of the sworn – but completely misremembered – eyewitness testimony that has convicted so many innocent men and women.

So in working with customers, your goal needs to be the polar opposite of trying to play Sherlock Holmes, by and large*.  It's not your goal to make it clear to the customer how inaccurate their position is.  Instead, focus on putting yourself in your customer's shoes, their eyes in your sockets, until you understand why they feel, and in fact “are,” "right.”  And make them feel good about it.

She’s your customer, after all.

*Are there exceptions? Absolutely.  Including safety and health-related scenarios, where sorting out the facts matters more than anything else. And expensive, ongoing B2B situations where there are disagreements on details of contracts that truly need to be resolved in a factual manner.  Though even in such situations, there likely are gracious ways to demonstrate your factual correctness without proving the other party baldly "wrong.”

 


What Should I Give Away When A Customer’s Unhappy?

One of the most common and emotionally fraught questions I encounter is this: "How should I compensate a customer for a service or product failure?

No matter how superb your product or service is, everyone in business eventually needs to find the answer to this question.  And the answer to the question is this: It depends. Customers have diverse values and preferences, varying even from day to day as well as from customer to customer—so your employees working with disgruntled customers need to be given enormous discretion.

Still: There are principles that almost always apply:

  1. Most customers understand that things can and will go wrong. What they don't  understand, accept, or find interesting are excuses. For example, they don’t care about your org chart: Your mentioning that a problem originated in a different department is of no interest to them.
  2. Don’t panic. With most customers and in most situations, customers’ sense of trust and camaraderie increases after a problem is successfully resolved, compared to if you had never had the problem in the first place. This make sense, since you now have a shared experience: You have solved something by working closely together.
  3. Avoid assuming you know what solution a customer wants or ‘‘should’’ want. Ask. And if a customer makes a request that sounds extreme or absurd, don’t rush to dismiss it. Even if it seems on its face impossible, there may be a creative way to make the requested solution, or something a lot like it, happen.
  4. Dont strive for ‘‘fairness’’ or ‘‘justice.’’  Creating, or preserving, a customer’s warm feelings for a company isn't about fairness or justice. It's about being treated especially well.
  5. Learn from customer issues, but dont use them as an opportunity to discipline or train your staff in front of your customer. This may sound obvious, but it happens quite often. Watch out for this flaw, especially when you’re under stress.
  6. Dont imagine youre doing something special for a customer by making things how they should have been in the first place. Time cannot be given back—it’s gone. The chance to get it right the first time? It’s gone. So re-creating how things should have been is just a first step. You need to then give the customer something extra. If you aren’t sure which ‘‘extra’’ to offer a particular customer, just make it clear you want to offer something. If the customer doesn’t like red lollipops or doesn’t eat sugar, she’ll let you know. Then you can decide together on a different treat.
  7. …And always, always, keep an eye on the lifetime value–directly and as a vocal supporter–of having a loyal, engaged customer. A loyal customer is likely worth a small fortune to your company when considered over a decade or two of regular purchases, not to mention that customer's "network value"–the value of her or his recommendations online and off.

Perhaps in your business this number is a few thousand dollars, or perhaps it's hundreds of thousands. It's well worth figuring out that number and keeping it in mind if you ever feel that temptation to quarrel with a customer over, say, an overnight shipping bill.

?????????????????????????????????????????????


The Danger Of DYPII (Did You Plug It In?)

In pulling off a successful service recovery (the times when a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown) one factor that underlies your ultimate success or failure is the language at you use.  For this reason, service-recovery language needs to be chosen intentionally in your business, ideally codified and immortalized in a “language lexicon” that all can refer to.

The language of calming, apology, and probing

You’ll never successfully calm an upset customer without the right words and phrasing. ‘‘I’m sorry, I apologize’’ are the words, delivered sincerely, that your customer wants to hear. Phrases like ‘‘It’s our policy’’ and any synonyms for ‘‘You’re wrong’’ must be banished. (If, in fact, the customer is wrong and there is a bona fide – e.g., safety-related or legally required – reason to point this out, you need words that express this obliquely, such as ‘‘Our records seem to indicate…’’ and ‘‘Perhaps… ’’ so that she can realize her error but also save face.

The five words you can never say to a customer: "Did You Plug It In?"

?????????????????????????There is a specific moment in service recovery where the language used (and the timing of when you use that language) comes most crucially into play.  When a customer is looking to resolve an issue, you are often put in an exploratory position that requires you to ask rudimentary questions like:‘‘Are you sure you, uh, typed in your password correctly?’’

I refer to these as DYPII (‘‘Did You Plug It In?’’) questions. DYPII questions (pronounced “dippy”), no matter how justified, are highly likely to raise customer hackles. If you bring up DYPII questions right away, before you’ve taken the time to sincerely apologize to the customer for a service breakdown—and before your customer has accepted your apology—they’ll almost universally be considered offensive.

But after you’ve apologized, and taken the time to help your customer develop a spirit of collaboration with you, the same questions are generally tolerated well, if you use the correct language.

Every industry has its own, often predictable, set of “DYPII” questions. Plan for them. Find new phrases to use. It makes all the difference.

In fact, the classically infuriating DYPII question, ‘‘Did you plug it in?’’ can be rendered as ‘‘Maybe the wall connection is loose. Can you do me a favor and check where it plugs into the socket?’’


Improving Customer Service? Try These 4 Tech Tools

11-21 tech customer service toolsCustomer service can make or break a business, especially in an era of online reviews and social media. One post about a bad experience with your company can linger online for years, scaring away business and harming the professional reputation you’ve worked so hard to build.

But technology can help businesses, too. A wide variety of tools are available to help businesses manage their customer service, automating processes to prevent calls from falling through the cracks. Here are four tools that can put your business in control of all of its interactions with customers.

Ticketing System

Whether a business is handling an occasional call for assistance or hundreds of support requests each day, a ticketing system can help bring it all together. Each call that comes in creates a new ticket that remains open until the issue is resolved to the customer’s satisfaction. The call is routed to the right support representative and escalated as necessary, with each employee logging notes as they work to help the customer. By regularly extracting reports on tickets, a business can pinpoint trends, including specific issues with a product or service, giving it the opportunity to fix those issues.

Live Chat

As your business grows, your website will receive multiple visits each day from customers interested in learning more about your product. The ability to initiate a chat to ask questions can make a big difference to both new visitors and current customers, some of whom feel more comfortable chatting through an online interface than picking up the phone to call. This technology has evolved even further in recent years to allow businesses to initiate a chat with every guest who visits. As a user clicks around your site, an invitation to chat (usually phrased as “How may I help you today?”) can be sent, with the customer opting to either close it or engage in a conversation.

Virtual Call Center

Cloud technology allows businesses to set up an affordable customer service desk online. Representatives no longer have to drive into an office each day to gather in clusters of cubicles. With a virtual call center, each customer service representatives can login from any internet-connected device to begin accepting calls, freeing up businesses to hire employees to work from home. With reporting and call management features, virtual call centers also provide ongoing insight into call volume trends for resource planning purposes.

Google Alerts

When a customer has an issue with a product or service your business provides, he can easily blast it across the internet before you’re even aware of it. By setting up Google Alerts for any mention of your brand, you’ll know immediately when you’ve been mentioned on social media or online review sites, giving you the opportunity to engage in damage control before the problem spirals out of control.

Quality customer service is essential to a business’s ongoing success. Thanks to technology, it’s easier than ever to implement and manage high-quality customer service desks. With many of these features coming with built-in reporting tools, you’ll have insight into your customers that will help drive future business decisions, improving your efficiency and keeping you in better contact with the consumers you’re serving.


Everyone In Your Company Needs To Be Responsible For Complaints

??????????????????????????????????????

Here’s an important question to ask yourself: Whom do you feel should be responsible for the customer experience at your company?

How you (and others in your organization) answer this question can make or break your company.

Here's my answer.

Make everyone responsible for the customer experience.  Responsible for handling complaints. For suggesting improvements in your processes. For maintaining the customer-friendly processes you already have. If you don't,  you'll find the actual responsibility for the customer experience at your company devolves quickly "no one."

This answer isn't as pie-in-the-sky as it sounds. "Everyone" here is shorthand for “everyone, to the extent of their abilities, to the extent of their trainability and to the extent they interact with customers.”

The picture of customer service we need to get out of our heads — and out of our businesses — is the old, compartmentalized version: an isolated clerk on an upper floor of a venerable department store, where customers have to schlep their returns to get an adjustment.

Instead, teach Joan in Sales and Jeff in Shipping how they themselves can initiate a service recovery. Jeff may not be the right person ultimately to fix the problem, but if he encounters an unsatisfied customer, he needs to know how to do more than say ‘‘I can’t help you, I just send boxes.’’

Even Dale, who cleans the toilets, should be empowered beyond helpless reactions like ‘‘Um, you’d need to ask a manager about that.’’ Customers hate to hear ‘‘You need to ask a manager.’’

Dale will feel better about himself and your company, his customer will feel better about herself and your company, and service problems will tend to turn out better if Dale has been trained to express confident enthusiasm: ‘‘Certainly, I am so sorry. I will help you with that,’’ followed by finding the right person to solve the problem (even if that does happen to be, in fact, a manager).


Nextiva Tuesday Tip: What Do Customers Want From Your Customer Service?

Woman working in restaurant taking payment from customerGood customer service makes life better for your customers—but it also makes your profits better. Need confirmation of that claim? Check out the results from the latest Global Customer Service Barometer by American Express.

Customers today don’t feel very positive about customer service in general. Maybe that’s why those who do get good service really appreciate it. Nearly three-fourths (74 percent) of consumers surveyed say they have spent more with a company because they had a history of positive customer service experiences with that business. On average, customers are willing to spend 14 percent more with companies that provide good service.

Good customer service not only boosts your sales with current customers, it’s a major factor in landing new customers. More than four in 10 (42 percent) say a recommendation from a friend or family member is likely to get them to do business with a new company. What’s more, 34 percent say such a recommendation is even more influential than sales or promotions.

On the flip side, last year six out of 10 consumers say they had an experience where they planned to buy something from a business, but changed their minds after a poor customer service experience. And 37 percent of respondents say they only give a business one chance to mess up before they switch to the competition.

While nearly half of consumers tell people about good customer service—and they tell an average of eight people—a whopping 95 percent of shoppers tell others about bad customer service experiences. Even worse, customers who have negative experiences tell twice as many people as those who have positive experiences.

So what constitutes good customer service? It’s pretty easy to do: To exceed U.S. consumers’ expectations, simply deliver the value you promise at the right price. While that’s the most important factor in customer service, consumers also say “ease of doing business” and “personalized service” factor in to good customer service.

When it comes to interaction with customer service reps, consumers overwhelmingly agree that good service means being able to provide satisfactory answers to their questions (86 percent) or connect them with someone who can (78 percent).

Beyond these basics, customers value efficiency (they want their transactions handled quickly and competently) and empowerment (they want employees who are able to make decisions on their own). 


Great Customer Service Requires Effective Language

Your company, I expect, has put quite a bit of thought into the language used in your marketing campaigns and website. And quite a bit less thought into the words that your employees use directly with customers.

At least, this is the pattern I encounter as a customer experience consultant. And it's a serious mistake, because customers don’t generally get their make-or-break impressions of a company primarily from high-minded branding exercises. They get them primarily from day-to-day conversations with you.

Language underlies all other components of customer satisfaction.

For example:

  • A perfect product won’t be experienced as perfect unless you also use the right language in describing it to customers.
  • Even your best-intentioned, technically flawless employees can alienate customers if they use the wrong language.
  • When you have a service failure, the right words can be your best ally.

If you haven’t given much thought to selecting and controlling your company language—what your staff, signage, emails, voicemails, and web-based autoresponders should say, and should never say, to customers—it’s time to do it now.

Establish a Consistent Style of Speech

No brand is complete until a brand-appropriate style of speaking with customers is in place at all levels of the enterprise. You should therefore work to achieve a consistent (although not stilted or overly scripted-sounding) style of service speech.

A distinctive and consistent companywide style of service speech won’t happen on its own. You’ll need social engineering: that is, systematic training of employees. Imagine, for example, that you’ve selected ten promising salespeople for your new high-end jewelry boutique. You’ve provided them with uniforms and stylish haircuts and encouraged them to become your own brand’s versions of a Mr. or Ms. Cartier, starting on opening day. But they’ll still speak with customers much the way they speak in their own homes: that is, until you’ve trained them in a different language style.

Happily, engineering a company-wide style of speech can be a positive, collaborative experience. If you approach this correctly, you won’t need to put a gag on anybody or twist any arms. Once everybody in an organization understands the reasons for language guidelines, it becomes a challenge, not a hindrance. The improved customer reactions and collaborative pride of mission are rewarding. As a consequence, my customer service consulting clients have found it to be a pretty easy sell companywide.

Heres how to make it happen

Study the language that works best with your own customers, and identify harmful phrases that should be avoided. Codify this for your employees in a brief lexicon or language handbook that can be learned and referred to on the job. In the lexicon, you’ll spell out which words and phrases are best to use and which should be avoided in various common situations.

Putting together a language handbook is a relatively simple undertaking. It doesn’t require an English degree (although those are great to have). But it does require forethought, experimentation, and some pondering about human nature.

Here, for example, are some good/bad language choices I use in the lexicon I’ve prepared for my own businesses and those for whom I'm a customer service consultant. These are certainly not surgical rocketry, as you’ll see.

Bad: ‘‘You owe . . .’’
Good: ‘‘Our records show a balance of . . .’’

Bad: ‘‘You need to . . .’’ (This makes some customers think: ‘‘I don’need to do jack, buddy—Im your customer!’’)
Good: ‘‘We find it usually works best when . . .’’

Bad: ‘‘Please hold.’’
Good: ‘‘May I briefly place you on hold?’’ (and then actually listen to the callers answer)

Time to worry about  “No worries!”

Good lexicons will vary depending on industry, clientele, and location. A cheerful ‘‘No worries!’’ sounds fine coming from the clerk at a Bose audio store in Portland (an informal business in an informal town) but bizarre if spoken by the concierge at the Four Seasons in Milan.

Choose language to put customers at ease, not to put them down

No matter what your business is, make it your mission to avoid having your employees use any condescending or coercive language. Sometimes these language put-downs are obvious, but sometimes they're quite subtle. Here are examples of both:

Subtly insulting: In an informal business, if a customer asks, ‘‘How are you?’’ the response, ‘‘I’m well,’’ may make you feel like you're using proper-sounding grammar—but may not be the best choice. Hearing this  Victorian-sounding response may make your customers momentarily self-conscious about whether their own grammar is less than perfect. It may be better to have your employees choose from more familiar alternatives like, ‘‘I’m doing great!’’ or ‘’Super!’’

(Most important, of course, is to follow up with an inquiry about the customer’s own well-being: ‘‘And how are you, this morning?’’)

Unsubtly coercive: I’m not likely to forget the famous steakhouse that trained staff to ask our party as they seated us, ‘‘Which bottled water will you be enjoying with us this evening, still, or sparkling?’’ We took that phrasing to mean we weren’t permitted to ask for tap water.

(In this situation, one that comes up in many restaurants, what is a better choice of words? How about: ‘‘Would you prefer ice water or bottled water with your meal?’’ Or, considering that this question offers an early chance for the waitstaff to build rapport with guests, add some local flavor. In Chicago, a friend’s restaurant a few years back was asking, ‘‘Will you be having bottled water or The Mayor’s finest aqua with your meal?’’)

Danny Meyer-ize or the classic Ritz-Carlton approach: It's your choice.

Getting employees to say the right thing is a tough and touchy subject. And there are two ways to write your company lexicon–your language handbook. You should choose whichever method suits you better.

One is the classic ‘‘Say This While Avoiding This’’ language guide style, made famous for many years by the work of the Ritz-Carlton.   This optimizes customer satisfaction in most businesses and helps bind staff members into a team. It also helps you work with a wider variety of employees, with a wider variety of educational backgrounds, who may appreciate the help choosing the most appropriate phrase.

But if it strikes you as too prescriptive (or too much work) to develop scripted phrases and specific word choices for your employees, at least consider developing a brief ‘‘Negative Lexicon.’’ A Negative Lexicon is just a list of crucial Thou Shalt Nots.

I call the Negative Lexicon the Danny Meyer approach, after the teachings of the New York restaurateur and master of hospitality. Meyer feels uncomfortable giving his staff a list of what to say, but he doesn’t hesitate to specifically ban phrases that grate on his ears (‘‘Are we still working on the lamb?’’)

A Negative Lexicon can be kept short, sweet, and easy to learn. Of course, new problematic words and phrases are sure to crop up as time moves on. Ideally, you’ll update your Negative Lexicon frequently.

Please Stop language best versionCROPPED 0415001219


Make Your Business the Quadruple-Threat of Customer Service

10-31 customer service  smallWhile advertising can be a good way to bring new people to your business, the customer experience is what brings them back. Gaining each new customer costs an estimated four to ten times more than retaining repeat customers, depending on the type of business. So, while you need both, you can get a lot of mileage out of taking good care of your existing customers, getting them to buy more frequently from you and to spread the news about your business to other potential customers.

Below are a few great ways to make your business a quadruple-threat of customer service:

Create an Enjoyable Customer Experience

Do you like clothes shopping? Many people that I know wish they could avoid the hassle by hiring a personal shopper. Recently, a friend told me about Von Maur, describing the experience as “like the rich people shop.” As soon as you start shopping, someone offers assistance without pressure and then, reserves a roomy, clean dressing room for you when you’re ready. You do not bump into other shoppers and the restrooms are so beautiful that you want to throw a party in them. Add their no-interest credit cards to the mix and you have a truly enjoyable customer experience.

Von Maur figured out how to remove the drudgery out of shopping and make customers feel like Julia Roberts in the Pretty Woman shopping scene (the second one, not the first). Trader Joe’s is another great example.  While grocery shopping isn’t usually considered “fun”, Trader Joe’s breaks the mold. While I enjoy their mix of unusual products, their customer service keeps me coming back. When you ask an associate where an item is located, they actually escort you to the exact placement instead of pointing out into space. They also engage you in dialogues when you check out about new products

Regardless of your business type, you can take a page from Von Maur and Trader Joe’s. If your consulting services require long meetings with your client, bring in their favorite treats and coffee, even if you have to carry them to the customer’s site. Or, if your sandwich store sports long lines (a nice problem to have), serve a free mini-cup of your home-made soup while your customers wait. These small gestures can pay big dividends.

Trade on Service

When you have a legend about your business’s amazing service, like Nordstrom does with its famed “taking the tire back” story, you know that you provide an exceptional service.  Nordstom’s well-deserved reputation comes from making product returns effortless, without question and, perhaps most important, without guilt. Customers perceive Nordstrom as a company that is willing to do anything for them. If you take good care of customer issues, you cultivate loyal customers and earn valuable word-of-mouth advertising.

Other companies that have done well with this are Nextiva and its Amazing Service promise and CVS’s 100 percent satisfaction guarantee. They represent businesses that put their customers first, with guaranteed service that goes above and beyond that to ensure that customers have a fantastic experience interacting with the company.

Your customers will look forward to buying from you when you stand solidly behind your product or service. Make customer support accessible and guilt-free. Offer friendly and helpful phone support representatives, and make sure that your website prominently displays a customer support link. Then, remember that “the customer is always right” still holds true. You may have shipped the un-plated cap screws that they originally ordered, but if they now say that they wanted plated ones, accept the return without question and get the right product in their hands quickly. Particularly in a challenging economic environment, customers are less willing to risk their hard-earned cash. If they know you back up your products or services no matter what, you reduce their risks and open their wallets- not just once, but over and over again.

Make it Right

Every business will have times when, despite best efforts, a customer is let down.  However, businesses aren’t made on being mistake-free; rather, they are made by how they respond to customer issues.  If there’s an unhappy customer, whether they complain directly or online through social media or review sites, take swift action.  You can quickly turn a ranting customer into a raving fan by making it right.

Create a Personal Relationship

You may not care if restaurant servers know your name, but you probably feel like a celebrity, however, when they remember that chocolate lava cake is your favorite dessert — and they bring a free one to your table just for being a frequent customer. While big businesses offer coupons and other generic loyalty rewards, small businesses have the luxury of developing truly personal relationships with their customers and gaining loyalty for their efforts.

I know a freelancer who took copious notes every time she worked for a new company. When she returned the next time, the employees were impressed when she remembered their names and the company’s unique processes and procedures. In her clients’ eyes, she was part of their team and they asked for her every time they needed help.

Personal relationships with your customers make you a part of their circle of friends.  With technology, it is easier than ever to keep notes on your customers’ preferences and use that to enhance your relationship. When you make customers feel important and cared-for, they will turn to you first for their needs.

Employ the quadruple-threat strategy to make your business a valuable partner to your customers and with focus, this can help you to grow exponentially.




 
Nextiva Logo

phone-icon Sales phone-icon Support
Nextiva is the leader in Business VoIP Services. Copyright 2014 Nextiva, All Rights Reserved,
Terms and Conditions, Privacy Policy, Patents, Sitemap