Posts Tagged ‘Tuesday Tip’


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.


Nextiva Tuesday Tip: How to Motivate Holiday Workers

Woman wrapping Christmas giftsIs your small business hiring customer service, call center or retail sales employees to help you handle the upcoming holiday rush? Motivating workers who are with your company for only a short time can be challenging, especially during such a busy and stressful time of year. Here are some tips to keep your holiday employees happy—so your customers will be happy, too.

  • Make seasonal workers feel at home. No matter how busy you and your permanent employees are, it’s crucial to start temporary workers off right by making them feel like they belong in the business. Welcome them to the team and assign them a “buddy” or team leader who’ll be responsible for training them, getting them up to speed on company norms, and generally making sure they’re doing OK.
  • Provide clear directions. Start seasonal employees off slowly by teaching one task at a time and then adding on. Provide easy-to-follow checklists, “cheat” sheets and operations manuals new employees can turn to if they need memory aids to fall back on while learning their jobs.
  • Set goals. Setting measurable goals, such as how many calls customer service employees should handle per hour, lets temporary workers know how well they’re doing. Go beyond individual goals by holding contests such as departmental competitions or team challenges. This helps make stressful jobs fun, promotes bonding and motivates employees to continually improve.
  • Reward results. Giving regular rewards such as gift cards, comp time off or a 15-minute free neck massage to the seasonal employee of the day helps temporary employees feel appreciated. 
  • Be flexible. Seasonal employees are often students, parents or others who need flexible hours to fit their schedules. Be open to their needs for flexibility (within reason) and you’ll do better at retaining them.
  • Look ahead. Got a great seasonal worker? Keep the person’s contact information and stay in touch during the year. Offer perks or pay upgrades to lure the person back next year. 

Nextiva Tuesday Tip: 6 Steps to Measuring Your Customer Service Effectiveness

Computer Lab: Support Representatives Taking CallsHow good is your small business’s customer service? You’ll never know unless you measure it. As with every other aspect of your business, tracking customer service metrics and assessing areas you can improve on will help your business grow.

  1. Set standards for customer service. Some of these standards will be easily measurable. For instance, you might set a standard to answer each call before the third ring, or resolve 90 percent of issues on the first contact with the customer. Others will be more subjective, but even for these behaviors, try to develop a clear guide to whether the employee is following the behavior. For example, if one of your standards is “Always be polite to customers,” the measurable version of this might be “Always refer to customers as ‘Sir’ or “Ma’am,” “Never interrupt a customer” or “Never raise your voice to a customer.”
  2. Take advantage of technology. There are many customer service tools, such as customer service software or call center services, that make it simple to track and measure customer service effectiveness metrics. For instance, you can measure factors such as the average time a customer spends on hold, average abandonment rates (how many customers hang up before a representative ever answers), average duration of call and average resolution time (how long before the problem is resolved or the question is answered).
  3. Go beyond the numbers. Don’t just rely on numbers—look at what’s behind them. For instance, is one employee great at getting through calls quickly, but only because he always bumps them up to the supervisor level for resolution? Make sure employees understand that speed is important, but it’s not the only factor in effective customer service. Also take time to randomly listen to customer service call recordings from time to time and give employees feedback.
  4. Act on what you learn. By tracking customer service metrics, you can spot both overall trends and individual issues, then take steps to deal with problems. For example, if you spot a trend toward longer hold times during the holiday shopping season, you could solve the issue by putting more detailed FAQs on your website to help with the issues customers are having, or hiring more customer service employees to handle the load. If you notice that one employee consistently has longer than average call duration, find out why. Maybe the employee is new and frequently has to look up information or consult a supervisor. He or she may need more training to get up to speed.
  5. Involve employees. Friendly competition, or competition with oneself, is a good thing. Let your customer service employees view and track their own metrics so they can see how well they’re doing and be motivated to improve. Hold regular meetings to keep employees informed about the team’s performance, reward results and talk about areas for improvement. More experienced employees can share tips with newer ones so everyone benefits. 

Nextiva Tuesday Tip: 5 Ways to Get More Done in Less Time

As a veteran of more late nights than I can count, I’d give anything if there were just a few more hours in each day to get work done. But short of adding time to the clock, there are some ways small business owners can accomplish more in less time. Here are five ideas to try.

  1. Come in late or leave early. Many small business owners get more done working at home, where they aren’t juggling meetings, clients and pop-in employees all day. It’s perfectly legit to come in late or leave early to get some work done at home before or after normal work hours. Just make sure once you’re in the office, you focus on helping your team with what they need.
  2. Minimize email. Lessen your email burdens by sending fewer emails in the first place, and keeping those you do send super-short. Forward less-important emails to an assistant (real or virtual) to handle. (Even better, have the assistant sort through your emails in the first place and only send you the important ones.) Create shortcuts or templates with your most-common replies instead of typing the same thing dozens of times a day. When you see “reply all” email chains getting out of hand, nip it in the bud.
  3. Delegate. Many small business owners work long hours because they can’t let go. Employees welcome the chance to learn and take tasks off your plate—that’s what they’re there for. Start small with simple tasks and build up to the big things.
  4. Automate. Use technology to do what it does best: save you time. Store documents and data in the cloud to eliminate endless hunts for files. Synch your desktop, laptop and mobile devices so you always have access to the same information no matter where you are. Cut back on tedious tasks like scanning, faxing and sorting receipts by using smartphone apps to speed these chores.
  5. Take breaks. It sounds counterintuitive, but taking frequent, short breaks makes the time you do spend working more productive so you can get more done in less time. A recent study said those who work intensely for 52 minutes and then take 17 minutes breaks are more productive than those trying to muscle through without taking breaks. Use that break time to walk around the office checking in on your staff. Don’t spend that brain-break on your computer—that won’t refresh your mind the same way physical movement and real-world interaction will. ‚Äč

Clock hanging in modern railway station


Nextiva Tuesday Tip: 4 Customer Service Lessons From the Health Insurance Industry

???????????????????????????????????????????????Do you ever have to call your health insurance plan to get information about benefits or contest a claim? If you’re like most of us, you put off these calls as long as possible because you know it’s going to be a nightmare. But surprisingly, there are some lessons—both positive and negative—you can learn from making a customer service call to your health insurer.

Recently, my company had to switch health plans and Karen, one of my business partners (she handles our HR issues) spent quite a bit of time on the phone with our insurance company. Here’s what she learned that can help your business:

  1. Make sure your business website provides the information customers need. Armed with names of several insurance plans, Karen thought it would be a simple matter to look up the details and compare them. Think again: “I couldn’t find information about any of the plans online,” she says. Today, many customers prefer to do their pre-purchase research online. Providing basic information, downloadable PDFs of complex information or comparison charts of different products and services are easy ways to give customers what they need. (Most automotive websites do a great job of this, by the way.)
  2. Provide several ways to contact you. With only one basic phone number on the website, Karen was transferred several times, spending 45 minutes on hold before she even got to the correct department. If your business has multiple phone numbers for different types of customers (such as residential and commercial accounts), be sure they’re all clearly posted and differentiated on your website.
  3. Always get, and give, contact information. As soon as your customer service reps start a phone conversation with a customer, always have them ask for the person’s phone number immediately in case the call gets cut off. The insurance company didn’t do this, and after Karen finally got connected to the right department, the call cut off and she had to start all over again. When transferring a customer, have customer service reps give the person the phone number and/or extension you’re transferring them to, in case the same thing happens.
  4. Go above and beyond. After all this frustration, you might think Karen was ready to give up on the idea of health insurance altogether. Not so, because she finally got through to a customer service rep who went above and beyond. After Karen explained she’d been transferred all over and begged not to be transferred again, the woman patiently walked her through the company’s website, waiting while she went through every step, and even helped her Google information that couldn’t be found on the website. Even though this wasn’t her department, the rep sympathized with my Karen’s frustrations, helped her as far as she could and then connected her with an insurance broker to answer all the remaining questions.

The end result? Despite spending two hours on the phone, Karen ended the call feeling good about the company—all because of that one customer service rep who helped her.


Nextiva Tuesday Tip: Who Are the Online Influencers, and How Can You Reach Them?

Stocksy_txp89ac3847maA000_Small_295975Is your business taking advantage of online influencers to build your reputation, build relationships and make sales? Online influencers—or people whose opinions are shared online and disproportionately influence others—come in several varieties, including:

  • Bloggers with lots of followers among your target market (check out Klout or Alltop to help you identify these),
  • Journalists who report about your industry (you’ll know these by reading industry publications, major newspapers and business publications), and
  • Decision-makers (and those connected with them) at companies you want to sell to (LinkedIn is a useful tool for identifying these).

To successfully reach and influence online influencers, follow these steps:

  • Know what your goals are. Do you want a key influencer to write about your company in a newspaper, review your product on her blog, or introduce you to someone who can help your business grow? By determining specific goals, you’ll be better able to identify which influencers will be most useful in achieving them.
  • Be active on the social channels your influencers frequent. That includes social media as well as the influencers’ own blog and/or website. Spend some time “lurking” to get a sense of what the person cares about and thinks before you reach out to him or her.
  • Start small. Retweeting or sharing an influencer’s post is a good start to getting yourself on their radar. Then move on to commenting on posts. Don’t just say “Great post!” but offer a brief, thoughtful insight—ideally, you want to engage the person in an online conversation or get a conversation going among other followers.
  • Acknowledge any interaction. If an online influencer responds to your comment, retweets something you tweeted or even just thanks you for a comment, be sure to respond!
  • Move it on up. Once you feel that the influencer is aware of you as an individual and you’ve built up some goodwill on social media, you can reach out via email. To avoid being perceived as spam or a “cold call,” refer to your social media relationship and any mutual connections you may have. You don’t want to seem like a stalker or salesperson, so if email doesn’t get a response after two or three tries, go back to social media.
  • Once you’ve made a connection, be straightforward. Politely ask for what you want from the person, be it an introduction, an article or a review: “I’d love it if you’d review our new product X. May I send you a sample?”
  • Maintain the relationship. Don’t go dark once you get what you want. Keep the relationship going by interacting with your influencer just as you would any friend or colleague. 

Nextiva Tuesday Tip: How to Use Incentives for Your Customer Service Employees

Salespeople typically get incentivized to motivate better performance, but do you offer incentives to your customer service employees, too? After all, they have the arguably harder job of keeping customers happy after the sale. Creating a customer service employee incentive program can not only improve your customer service, but also boost profits and help retain valued customer service workers.

Here are some tips for setting up a successful incentive program:

  • Set specific goals. What behaviors do you want to reinforce with your incentives? Take time to think about what customer service activities have the biggest effect on customer retention, profits and word-of-mouth. For example, rewarding the customer service rep who handles the most calls in the shortest time won’t be effective if those customers aren’t truly satisfied. In this case, rewarding employees who get the best customer reviews might be a better criterion.
  • Share the standards for obtaining incentives. Make it very clear to customer service employees what behaviors or actions you are rewarding and how you will measure their activities. This way, employees will know for themselves if they’re working up to par.
  •  Mix it up. Use different types of rewards depending on the behavior you’re trying to encourage, what your customer service reps want most, and what you can afford. You might want to use cash bonuses for some behaviors, gift cards or certificates for others, and recognition (such as “Employee of the Week”) for others. Also consider letting employees choose their own rewards from among a “menu” of options.
  • Make it fun. Customer service is a tiring job, so re-energize employees with game-oriented rewards that encourage friendly competition. For instance, you could wrap up a mystery prize and award it to the employee or team who most exemplifies going “above and beyond” at the end of a day.
  • Set a budget. Put money aside for customer service employee incentives—it’s important. If you’re on a tight budget, barter with other local businesses to get gift cards or free products and services you can use as rewards.
  • Make it a group activity. In addition to individual and team-based incentives, consider adding a departmental incentive such as an annual outing to a local theme park, sporting event or spa if the customer service department meets specific goals. Make sure the event is something all your customer service employees will enjoy and aspire to.

 

Rieva Lesonsky is CEO of GrowBiz Media, a media and custom content company focusing on small business and entrepreneurship. Email Rieva at rieva@smallbizdaily.com, follow her on Google+  and Twitter.com/Rieva, and visit her website, SmallBizDaily.com, to get the scoop on business trends and sign up for Rieva’s free TrendCast reports.


Nextiva Tuesday Tip: Creating an Ergonomic Workspace for Your Employees

Stocksy_txp60acfecbxm9000_Small_302510In today’s business environment, employees work long hours, typically hunched over computer keyboards or, in a customer service environment, on the phone. Did you ever stop to think about whether your employees’ workspace is ergonomically sound? I didn’t either until years ago when one of my employees began suffering from repetitive-stress injuries and eventually had to have surgery.

Ergonomics, or the study of how to fit work systems to workers, doesn’t get a lot of press these days—which is ironic considering a new generation of employees are working in ways that can be harmful to their health. Over time, typing on a keyboard that’s not suited to them, holding their hands in the wrong position or sitting in an uncomfortable chair for long periods can lead to injuries such as carpal tunnel syndrome, back and neck problems or even tennis elbow (which is on the rise among iPad users). My doctor recently gave me an earful about my bad habit of spending hours slouched over my laptop on the couch.

Injured employees lead to worker’s compensation claims, lowered productivity and other problems for your business. An ounce of prevention is really worth a pound of cure in this case! Here are some steps to make your office more ergonomic:

  • Buy adjustable chairs that offer back, neck and armrest support. If needed, invest in additional cushions to support lower backs.
  • Encourage employees to get up and stretch or walk around for a few minutes every hour. There are many online apps that can pop up on their computers and remind them.
  • Provide headsets or cordless options for employees who spend long hours on the phone, such as customer service or salespeople.
  • Laptop keyboards are a big cause of repetitive stress injuries because they’re typically smaller and flatter than desktop keyboards. If employees use laptops for long periods, a simple search for “wireless ergonomic keyboards” will turn up many keyboards you can deploy with laptops.
  • Provide a selection of computer mice and let employees choose the one that feels best to them.
  • Make sure workspaces are properly lighted so employees don’t strain their eyes. Provide task lighting as needed—for example, desk lamps or under-shelf lighting for when employees need to work on paper.
  • Encourage employees to come to you when they’re feeling pain so you can get them treatment and adjust their workspace to resolve the issue. Repetitive stress injuries take time to build, but can appear quickly, so acting fast to treat the problem is key.

Check out OSHA’s guide to ergonomics and WebMD’s guide to ergonomic injuries


Nextiva Tuesday Tip: 5 Tips to Get a Grip on Social Media

As an avid user of social media for business, I know how crucial social media is to marketing for today’s small businesses. Unfortunately, I also know how much of a time-suck it can be. How do you strike the right balance between spending half your day on social media and abandoning it for days on end? Try these tips to get a grip:

  1. Find your focus. Your business doesn’t need to be on every single social media channel out there. The main criteria for choosing a social network should be, “Where are my customers spending their time?” This can vary depending on your audience and your industry. For instance, if you sell B2B services to corporations, you’ll likely find your customers on LinkedIn. If you run a clothing boutique for women, chances are Pinterest or Facebook is where your prospects hang out. One or two social networks can be plenty as long as they’re getting results.
  2. Set a schedule. The worst thing you can do on social media is “go dark” for weeks at a time. When I visit a company’s Facebook page and it hasn’t posted in a month, I start wondering if they’re out of business or how responsive they are to their customers. Set a schedule and stick to it. It’s better to post less often, but regularly, than to post sporadically.
  3. ????????????????????????????????????????????????????????????????A picture is worth 1,000 words. Images get more engagement than text-only posts on most social networks. Instead of struggling to craft the perfect words, save time by sharing product shots, behind-the-scenes photos or short video clips.
  4. Get someone else to do the work. Encouraging customers to share their own photos or videos, to comment on questions you post or to put suggestions on your social media accounts is a great way to generate more content without having to create it yourself. Sharing others’ content, such as links to interesting news, videos or statistics, also saves time and promotes your business as a source of information.
  5. Use time-saving tools. You don’t want to get too automated, but using social media management tools can save you steps without making your account feel mechanical. Hootsuite, Buffer and NutshellMail are a few popular options to try. 



 
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