Archive for the ‘Tuesday Tip’ 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? 


Nextiva Tuesday Tip: Do Social Media and Customer Service Mix?

12-8 Social Media Customer Support smallA few years back there was a flurry of interest in using social media as a customer service tool. Reports in the media of big companies ignoring customer complaints on Facebook and Twitter—then facing backlash—led businesses to worry so much about their online reputations that some companies started moving their customer service to social media. 

But using social media as a customer service tool has some key weaknesses you should know about. First, while customers do want to feel their venting on social media is heard by the business in question, the vast majority does not want to use social media as a customer service forum.

According to an American Express survey on customer service expectations released earlier this year, just 23 percent of respondents have ever used social media for customer service purposes. However, the majority of those customers used social media to praise a business for good customer service, while half used it to express frustration for poor service, and nearly half simply wanted to spread the word about the business on social media. Relatively few used social media to reach out to the business in search of a response or to deal with a specific problem.

Overwhelmingly, talking to a live person on the phone is still the way most consumers want to resolve customer service issues, especially complex ones. In fact, 48 percent of those surveyed want to deal with customer service problems by phone; only 3 percent want to do so on social media.

So what does this mean if you’ve launched a social media customer service effort? Don’t drop it completely and start ignoring customer complaints or questions on social platforms. No matter what your customers are posting there, it’s important to be responsive. But don’t put all of your customer service support into social media. Make sure you have a website that can answer customers’ basic questions and problems, and sufficient phone support to deal with more complicated issues. That’s what customers want—and isn’t giving customers what they want Rule No. 1 of customer service? 


Nextiva Tuesday Tip: Why the Holidays are a Great Time to Call Your Customers

12-2 making a phone call smallWhen you think about the holiday season, you probably think about family, fun and feasting. But did you ever stop to think that the holidays are also a great time to reach out and call your small business customers?

There are several reasons why now is an ideal time to contact customers by phone.

  • The holiday season is a time for celebrating relationships, and talking in person can help reinforce and cement your business relationships.
  • With many businesses short-staffed during the holidays, decision-makers who normally don’t answer the phone may be a lot easier to reach.
  • While rank-and-file workers typically take time off, C-level execs are more likely to be working, frequently coming in early or staying late to take advantage of the quiet office and uninterrupted time to focus.
  • At many companies, budgets need to be spent before the year ends, so there might be money available for projects you might normally have trouble selling.
  • Other companies are planning their budgets for next year, making now a good time to get on their radar.

So how can you make your “reach out and touch” customer calls successful? Try these four tips:

  1. Make a list. Use your CRM system or other customer data to identify potentially most lucrative customers. For example, you might check who purchased from you this time last year or whose fiscal year is about to end.
  2. Set a goal. Calling is a numbers game, so it’s important not to get discouraged. Set a goal to call a certain number of customers per day, and just power through.
  3. Be prepared. Know what you’re going to say in advance so you don’t waste the customer’s time. Yes, small talk greases the wheels, especially this time of year, but people are also busy.
  4. It’s not all about the sale. These calls aren’t focused on making an immediate sale (though that would be nice), but on enhancing your relationship with the customer and finding new ways to serve him or her. Explore their needs for the coming year, what they’d like to do differently and how you can help them achieve their 2015 goals. Ending up with a firm commitment to talk in 2015 is a good start.

Nextiva Tuesday Tip: How to Be Productive During the Holidays

Mother and Daughter Making Christmas Cookies for SantaAre you one of those small business owners whose holiday wish would be for “more hours in the day”? Even if you’re usually a model of efficiency, the holidays—with their hectic schedules, family visitors and employee vacation days—can throw everything off.

How can you stay productive and still enjoy the holidays? Try these tips.

Plan ahead. Let employees know how far ahead of time they should put in requests for time off. Employee scheduling software tools can make things simpler, especially if you run a business like a retail store or service provider that gets slammed this time of year. And be prepared for employees to call in sick at the last minute—that’s simply what happens this time of year, so have a backup plan in mind.

Prioritize. Both in your personal and your work lives, it’s important to know which battles to fight. If you’ll save time, money and sanity by sending e-cards this year instead of mailing 200 paper cards to your client list, do it! If you always knit scarves for family gifts but this year a huge project is getting in the way, take a break from the tradition to do something simpler. Know what you aren’t willing to compromise on, and stick to that decision.

Hand it off. You can delegate almost anything these days. Try services like TaskRabbit to handle time-consuming chores like running to the post office or picking up your drycleaning. Holding a family gathering? Hire a cleaning service and get the meal catered or at the very least, have your groceries delivered instead of heading to the store. The concept works for business, too—if your staff is overloaded, call a temporary help agency, enlist a teenage relative home from college to help out for a few days, or connect with a virtual assistant.

Tap technology. Use mobile devices, apps and cloud services to access your business files, data and documents wherever you are so you can get work done wherever you are. Devising templates, auto-responses and keyboard shortcuts lets you create files or reply to inquiries quickly so you’re not reinventing the wheel every time.


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). 


Nextiva Tuesday Tip: Plan Now for a Smashing Holiday Party

New Year: Woman Having Fun On New Year'sAre you planning a holiday party for employees at your small business this year? Last year a whopping 96 percent of companies held holiday parties, according to a just-released survey—nearly an all-time high.

Even if you haven’t held a holiday party for the past several years due to budget cuts or other financial concerns, there are several reasons you might want to restart the tradition this year.

  1. To boost morale: This is the most popular motivation for company holiday parties, according to the survey.
  2. To celebrate a good year: If your business did well this year, why not thank the people responsible—your employees—with a party?
  3. To project optimism for the coming year: Even if you’re not actually feeling that optimistic about 2015, canceling the holiday party can send the wrong message to employees and customers, while carrying on with the carryings-on conveys confidence in your business’s future. 

Here are some ideas for a holiday party that’s fun and memorable for everyone.

  • Make a splash with a company party outside the office. Sure, a potluck party at work saves money, but let’s face it: It’s kind of boring. A festive dinner at a local hotel or restaurant, on the other hand, gets everyone in the holiday spirit and makes them feel like you’re treating them. (If you really need to budget, you can keep costs down by hosting a luncheon instead, or holding a cocktail party with hors d’oeuvres and beverages instead of a sit-down meal.)
  • Include significant others. If you don’t have many other staff events during the year, allowing employees to bring their spouses or significant others to the party helps build bonds. Plus, involving employees’ families in the celebration helps them feel more invested in the business.
  • Plan activities. A holiday party can quickly devolve into everyone chatting in their same little cliques. To get your staff mingling, include some creative events like a dance contest or limbo, Secret Santa gifting or White Elephant exchange. The goal: Get everyone laughing!
  • Speak your piece. As the business owner, be sure you take some time to acknowledge your staff not just by funding the party, but also by taking the microphone to thank everyone for their hard work, acting as master of ceremonies for the activities, or handing out awards—either silly or serious—to employees. 

Nextiva Tuesday Tip: Customer Service Trends for the Holidays

Modern Christamas gifts box presents on brown paperThe holiday shopping season is almost here, and if your small business hopes to come out on top in the furious competition for holiday sales, you’d best take notice of these holiday shopping trends for 2014 and what they mean to your customer service.

Online shopping takes center stage.

Customers are using the Internet not only to shop for gifts, but also to research holiday purchases even when the final purchase is made in a brick-and-mortar store.

What you can do: Whether you sell products online, in a physical store or both, your digital presence is crucial. Use customer service tools such as live chat to engage with prospects browsing on your website. Prominently put contact information such as your toll-free customer service number/s on every page of your website. Post your store’s address, phone number and hours of operation clearly so your website drives customers to your store.  

Time is of the essence.

Consumers are busier than ever; a recent holiday shopping survey found that’s one reason they’re going online to “pre-plan” their spending. Waste their time and you risk turning them off your business permanently.

What you can do: Make sure your customer service staff, from order takers or call center employees to front-line retail clerks, is adequate to handle peak demand. Also ensure your network is working properly so customers shopping or researching online don’t experience delays. If you have an ecommerce site, offer multiple options for getting help fast—from call-in numbers to FAQs and popup live chat windows.

Money is tight.

More than 80 percent of consumers plan to spend the same as or less than they did last year. Consumers say price is their top consideration when deciding where to shop.

What you can do: Help customers make smart choices focused on value. As a small business, you may not be able to offer rock-bottom prices. Here’s where your customer service team comes in, by offering expertise and guidance to explain why your products are worth their cost and helping customers decide between various options.

Shoppers have lots of alternatives.

The average consumer will visit two to three stores and/or websites before making a holiday purchase. Online, the competition is just a click away.

What you can do: Providing stellar customer service is essential. Make sure your customer service team is trained, empowered and energized to provide the best possible shopping experience. If you don’t already have a loyalty program, implement one now to reward loyal customers. 


Nextiva Tuesday Tip: How to Improve Employee Communication

10-28 Intergenerational communicationIs your business struggling with communication issues between different age groups at work? While the problem of intergenerational communication is nothing new (remember the “Generation Gap” of the 60s?), it’s more pronounced than ever because there are so many different generations in the work force today. As older workers put off retirement due to the past recession, your business may have Millennials, Generation X and Baby Boomers all on the same team.

Technology is widening the generation gap in business. When younger workers who grew up with smartphones meet up with Baby Boomers hanging on to their flip phones, sparks can fly. Boomers may feel that Millennials are rude and tactless because they’re always looking at their phones and want to “talk” via text, while Millennials feel Boomers are slow and old-fashioned because they take notes on paper and want to talk face-to-face.

How can you resolve these communication issues? Try these tips.

  • Bring generations together. Create teams with diverse age groups so employees can learn from each other and get beyond stereotypes. There’s nothing like getting to know someone to dispel your preconceptions about that age group. Believing that all older people are tech dinosaurs or all 20-somethings are text-happy social media mavens ignores each person’s reality. (In fact, one study from Cornerstone reports Gen Y (Millennials) is the generation most likely to say they’re suffering from “tech overload.”)
  • Have workers bring each other up to speed. Younger employees can show older ones how to use IM or social media. Even if they don’t need to do it for their jobs, they’ll appreciate not feeling left behind.
  • Make sure no one gets left out. Company-wide information, such as announcements or operations manuals, should be distributed in a format that all employees know how to access, such as via email. This ensures even the less tech-savvy workers get the information they need.
  • Use multiple communications tools. Mixing it up is good for everyone. Encourage employees to use the method that fits the message. That might be IM and texting sometimes, email or phone calls at other times and even walking across the office to talk to someone in person (gasp) when it’s called for.
  • Lead by example. Be a good communicator yourself—get out of your office, walk around and see what’s going on, and become familiar with multiple communications tools so you can interact with everyone on your team the way they prefer. 

Nextiva Tuesday Tip: Does Your Customer Service Reflect Your Brand?

Barbeque: Waiter Seating Guest at TableHave you ever stopped to think about how well your company’s customer service reflects your brand? As workers on the front lines of your business, customer service employees are often the first contact customers have with your company, making their role as “brand ambassadors” crucial.

How do customer service employees convey your brand? Consider the different types of customer service you might receive at a fancy, white-tablecloth restaurant vs. a casual, ‘50s-style diner. Waiters at the fancy restaurant might be formally dressed, speak quietly and address you as “Sir.” Waitresses at the diner might chomp gum, call you “Hon” and slide into your booth to take an order. In both cases, they’re conveying the business’s brand.

Here are some aspects of customer service that can build your business brand.  

  • Uniforms: If your customer service employees interact with customers in person, uniforms are essential to building a brand. Uniforms should tie in with your business’s colors and logo, its mood (formal or informal, fashionable or functional), and the demands of the job.
  • Grooming: Along with uniforms, grooming standards reinforce your brand. If you own a hip graphic design firm or restaurant, you might want staff to show off their tattoos and nose rings. If you own a conservative accounting firm, you probably want these covered up removed during work hours. To make sure your grooming standards don’t discriminate against any category of employee, allow for work-arounds. In other words, you can’t refuse to hire someone because of tattoos, but you can require the tattoos to be covered on the job.
  • Speech: The ways your customer service representatives talk to customers says a lot about your brand. You might require a more formal conversational style, such as always addressing customers as “Ms.,” “Mr.” or “Mrs.” And saying “Please” and “You’re welcome.” Or you might be fine with employees addressing customers by their first names or using casual expressions like “Sure” and “No problem.” Either way, setting guidelines for employees to follow—such as scripts for customer service reps who deal with customers on the phone–creates a level of uniformity that reinforces your brand.
  • Assistance level: At some businesses, customer service is more of a DIY affair; at others, it’s a white-glove approach. Set standards that are in line with your brand. Should customer service reps guide customers through every step of a complicated process, or get them started and then let them finish on their own? Can an employee assist more than one customer at the same time, or must they handle one customer’s issue before interacting with the next? When transferring a customer to another phone line, should the employee stay on the line and introduce the customer to the other service rep, or just transfer the call and hang up?

When it comes to customer service, little things make a big difference in how your brand is perceived.




 
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