Last week I went to a local pharmacy to have a prescription filled. As I approached the prescription counter I noticed a sign beside the cash register that said, ” Let’s Talk.” Considering it an invitation I said in a friendly, cheery voice, ” OK let’s talk.” and proceeded to say ” How are you today?” The woman waiting on me was not amused. She looked at me in frigid, non-responsive silence and finally said cooly, ” Can I help you?”
It didn’t take a degree in nuclear physics to figure out that she was totally ignoring my humble attempt to be friendly so I too immediately responded to her icy tone with one of my own. I gave her the information regarding my prescription and was told curtly that I was at the wrong counter. I was at the “PRESCRIPTION OUT” counter when I should be at the
” PRESCRIPTION IN ” counter. How silly of me to make such a mistake. Maybe that’s why she was so unfriendly to me. I had committed a huge unforgivable sin in Pharmacy Land.
As I approached the proper counter I once again saw the sign, ” Let’s Talk.” and decided to give the place a second chance. I looked at the lady waiting on me and said once again in an upbeat and friendly tone, ” The other woman who waited on me wasn’t really in the mood to talk so I came down here. So “Let’s talk.”
Again stone cold, icy silence followed by ” Can I help you?” If you can’t beat them, join them so I too became cool, abrupt, assertive and said, ” Mike Moore/ Doctor Quinn/ asthma medication/ repeat required please. She checked the computer and found that I did have 4 repeats left. I told her that I would be in at 10:00 a.m. the next day to pick it up and I left. I know I shouldn’t have responded in kind but I was ticked off at the way a paying customer was being treated.
I wanted to hand the woman my card and tell her that I spoke to companies and organizations on customer relations and would be more that happy to conduct a seminar for their employees on the topic. But I didn’t.
I’m not saying that dealing with the public is easy. It isn’t. In fact it can be very stressful but you can neutralize the stress with a simple smile and a bit of humor. All these people needed to do when I responded to their invitation to talk was smile and say in a friendly tone, “OK. Let’s talk. What can I do for you?”
Simple, easy, effective and it leaves your customer wanting to return to do business with you. Isn’t that what customer service is all about?
Mike Moore is a speaker/humorist who speaks on ” Humor and Stress” Humor in the Workplace” and “Customer Relations”
http://motivationalplus.com/cgi/a/t.cgi?motplusarticles
The following story is related to my particular business field, but you will see how it relates to all businesses. After location, marketing, and a business plan, our customer service is what keeps repeat business coming back for more. If you don’t value your repeat business, your competition will.
If you have a strong customer service staff, good ethical standards, and a mission statement based upon helping the community, you will see your competition send customers to you. They don’t do it on purpose, but by grooming an adversarial relationship, these businesses send abused customers seeking refuge, where they are treated fairly.
Recently, I had a prospective family visit us for an
initial interview. They were interested in martial arts classes, but looked at Yoga on the premises as a bonus. This family had been abused by their sensei (karate teacher), and they were seeking some gentle guidance. They were still studying with their current sensei, but not sure if they wanted to stay for anymore abuse.
One of the things they found at our center is a mission statement that all of my family and staff live by. They were so impressed, that one of their children went back to ask if their current martial arts school had one. Upon asking this question, the sensei told this student to do 1000 push ups.
Needless to say, that family joined our center shortly
afterward. The above-described business doesn’t see the true worth of good paying repeat business. In fact, this type of business is working hard to make “service minded” competitors look good.
Now, what does this have to do with your business? This has everything to do with all of our businesses and your job security. How often do you see customers mistreated by banks, restaurants, and department stores? This occurs far too often, and the attitude starts at the top of every organization.
When you send your customers to your competitors, you might as well advertise for them too. Some customer service departments have the same atmosphere as a collection agency. The customers are visualized as the enemy and treated like prisoners without a choice.
If this sounds like your customer service department, you may find yourself out of business. For decision makers, the action is clear: Clean up your customer service or be prepared for extinction. For employees who don’t have a say in the decisions, be prepared to “jump ship,” if you see customers making a mass exodus out the door.
“The writing is on the wall,” when we forget who is really in charge. Your real “boss” is the customer. That’s who pays your salary, gets you a bonus, sends you on vacation, and helps you get your kids through college. To thrive in any economy, we must promote a helpful product or service. Otherwise, you might as well give up promoting, advertising, and marketing, all together. Customer service exists to “close the back door,” not by force, but by listening to suggestions and establishing a common bond with your existing customers.
1. First, accept the fact that you are not perfect and that nobody else is perfect, either. This seems self-evident, but a surprising
number of people expect themselves to get everything right the first time, often without instruction.
2. Drop your defensiveness. Feedback feels like criticism to many people.
When you are tempted to explain why you behaved as you did, and why you could not possibly have done anything differently, stop yourself. Take a deep breath and listen carefully. Think about what is being said to you; try not to think about how you need to respond. Being able to do this takes courage and practice.
3. Make sure you understand what you are being told. Ask questions about specifics. Ask for details and examples, and listen to them.
4. Restate in your own words your understanding of the issues that are being discussed, and clarify the issues before you respond to them. Clarify whether the person offering the feedback is requesting that you take some action in response to the feedback.
Showing that you are listening and understanding is often enough.
5. Decide whether a response is really necessary. If it is, take time to think about how to respond, even if it means asking to discuss the situation at a later time.
6. Recognize that even criticism usually contains useful information.
7. Treat criticism as feedback offered in an unskilled manner, and respond to it as if it is offered as a gift. This takes practice - do the best you can.
8. Always thank the person offering you feedback.
9. If you suspect that someone has information about you or your behavior and is not offering to share it with you, ask for that person’s feedback. Be certain to accept the comments non-defensively and with appreciation, even if you are unhappy with what is
being said. The more often you do this, the more you will learn about yourself.
10. Once more, say thank you and mean it!
Excerpted from lesson 11, “The Integrity Course.”
Copyright 2006 Laurie Weiss, Ph.D.
Learn more in “The Integrity Course,” an online, multimedia course to help you say what you think without getting fired or losing your friends.
www.TheIntegrityCourse.com
Laurie Weiss, Ph.D., is an internationally-known executive coach,psychotherapist, and author. Email:feedback@laurieweiss.com
Great telephone skills are the building blocks of every business and it is easy to see why. Many of the important experiences that your existing, new, and potential customers are having are based upon the level of customer service they are receiving from your employees while on the phone. Employees that can use their telephone skills to effectively deliver excellent service will grow and maintain a thriving business.
Top 10 Skills
There are many tips and techniques available on the market to help your employees build great telephone skills; however, there are only 10 that can truly deliver. The following Top 10 skills have been gathered from the Telephone Training Program, an award winning resource that is entertaining and simple for any practice to use.
1. Telephone Responsibility - It is important to identify and clarify whose role it is to answer the phone to avoid confusion and chaos.
2. The Greeting - It is much more than a “hello” or “good morning.” Use your greeting to warmly welcome existing and potential customers to your business.
3. Telephone Etiquette - It’s not so much “what you say,” but “how you say it,” that truly matters to your customers - continue to provide important information but focus on the delivery.
4. Scheduling Appointments - Make sure your employees know how to schedule those appointments - don’t take it for granted that they already know!
5. Placing Callers on Hold - Establish a customer - friendly manner to place callers on hold without offending the customer.
6. Transferring Calls - Don’t leave the caller hanging: let him or her know when and why you are transferring their call to another employee.
7. Leaving and Taking Messages - Identify what an appropriate message is to leave for a customer, as well as, how to gather all the necessary information when taking a message for other employees.
8. Handling the Unhappy Caller - It is important that employees keep their own cool when talking with an unhappy caller and work towards a mutually acceptable answer to the caller’s concern.
9. Handling Tough Questions - Recognize how much information is okay to provide and when it is time to seek the assistance of a more seasoned employee.
10.Personal Calls - There really is no time that is acceptable for employees to make and receive personal calls. This behavior communicates to the customer that their time is more valuable than the customer’s - a big put-off!
You can provide your employees with these necessary phone skills in your employee manual and through hands-on instruction. Consider adding a web-based front office and/or telephone training program to supplement your own training. This will ensure that you cover all bases and give your employees the best foundation possible.
In Short…
Do not ignore the significance of an employee that possesses great telephone training. Review the Top 10 skills with your employees on a regular basis and train a new employee as a part of their employee orientation. Your business will continue to thrive with every ring of the telephone.
Cathy Warschaw, Director of the Warschaw Learning Institute provides an online multicultural dental front office course, HIPAA, telephone training and eBooks on team building, managerial, customer service, and marketing. Video at www.warschawlearninginstitute.com/site/epage/31800_376.htm (c)2006
We all like to be treated with good customer service — respect and kindness — when receiving services or purchasing products, but how many of us are conscious of our own attitude and body language when the roles are reversed and we are the service provider? Good customer service is crucial to the success of most businesses, regardless of the profession. It can increase profits, establish a respected reputation, build customer relationships and establish loyalty.
It doesn’t matter what position you hold in a business because any employee can benefit from practicing good customer service. When you show your employer that you value the quality of services or products it provides, you become a valuable asset - making you eligible for promotion and/or a raise.
Thank goodness that acquiring good customer service skills is a really simple task. All it takes is a little dedication and a genuine desire to treat your customers the best that they deserve.
To get started, think about how you greet your customers. Do you avoid saying hello or even acknowledging them? It is very important to make eye contact and greet a customer to show that you are available to provide them service if its needed.
Properly greeting customers also shows that you are confident; however, you need to be confident for a reason. You should have a good understanding of the product and/or services you provide so that if a customer has a question or needs assistance, you are able to deliver a satisfactory response.
It is also vital to be aware of your body language. What does your body language say about you? Slouched shoulders and a frown convey a lack of confidence and unhappiness or you could just be having a bad day. However, try to leave negativity at home and away from the workplace.
Smile often, if appropriate, or model the emotion that is suitable to the situation. For example, if a customer is venting about an issue, do not smile constantly. Instead, nod and maintain eye contact to show that you empathize with their concern. Also use a tone of voice that conveys friendliness and sensitivity - the right tone shows customers that you care about their needs.
Lastly, think about how you end a customer interaction. Did you resolve any issues or questions a customer presented? Never end an interaction without making sure that the customer is satisfied with the service you provided. Avoid this scenario by asking, “Is there anything else I can do for you today?” or “Did I answer your question?”
The importance of good customer service cannot be emphasized enough. You can build and maintain customer loyalty and grow your business incredibly with the power of a smile and listening ear.
Cathy Warschaw, Director of the Warschaw Learning Institute provides an online multicultural dental front office course, HIPAA, telephone training and eBooks on team building, managerial, customer service, and marketing at www.WarschawLearningInstitute.com
Let’s face it. You can’t please everyone.
As a lawn business owner you want to keep your customers happy so they keep using your service.
When customers are dissatisfied they will fall into one of three types of complaining customers:
Passive
Aggressive
Constructive
Let’s take a look at each one.
Passive Complainers-
These are the worst kind as far as I’m concerned. They will complain to friends, family and anyone that will listen. They complain to everyone within listening range that is, except the one person who can do something about it, you.
Since you don’t know there is a problem how are you supposed to do anything about it??
The only thing this type of customer does is keep you from making the situation better and providing the type of service they really want. (or at least claim they want)
Aggressive Complainers-
These complainers are difficult to please and are sometimes more concerned with displaying their emotions than in actually caring if you do something to address their problem or complaint.
They may shout, jump to conclusions, make unreasonable demands, and even make threats. Let them vent. Sometimes they just want to get it out.
Aggressive complainers should be handled by you staying calm and cool. If you can’t do this, it’s better to let someone else talk to them, or talk to them at a time once you’ve calmed down and aren’t so mad yourself. (Even if it’s only 15 or 2 minutes later)
Constructive Complainers-
People who are constructive complainers can actually help your business.
They will address problems or concerns in a calm, rational and often helpful manner.
Constructive complainers often allow you to see and understand what the problem is so you can make corrections that will be satisfactory to all involved.
For me I am most likely to go out of my way to help solve the problem for this type of complainer. To be honest I hate to even call them a complainer. I think of them more like a constructive criticism advisor. This type of customer can really help you make your business better.
No matter what type of complainer you have on your hands, do your best to deal with and handle complaints with the utmost care. Try to put yourself in the customer’s shoes and see things from their angle if possible. Being an empathetic listener is key to help you help your customer achieve the results they are after.
If you deal with complaints in a timely manner and handle them effectively both parties should feel like they have achieved a win-win solution.
If you would like to find out more about starting and running your own sucessful lawn care businessbe sure to check out our articles and videos at http://www.lawncare-businss.com and http://www.lawnprosoftware.com
The customer centric focus of Six Sigma methodologies cannot be sidelined for any reason whatsoever. Although the end results of Six Sigma implementation (such as improvement of bottom line profitability and lean management) are quite significant, the ultimate value addition comes in the form of the return of satisfied customers. In the business world, constant pressure for innovation stems from increasing changes in customer demands and global technological challenges. Companies that get to the top and stay there are there in the first place because of their commitment to change through Six Sigma initiatives.
Six Sigma And The Customer
Six Sigma, a quality management tool founded on statistical approaches and devised by Motorola, helps improve customer satisfaction through significant changes to cost and product utility. The entire approach is innovative; with the implementation of Six Sigma, instead of attempting to fight with mechanics, the focus shifts automatically to strategies and integration of efforts.
Some companies are taking initiatives to take the Six Sigma methodology to customers, outside company walls and actively involving them in an effort to integrate them into the process. This approach is proving to be a resounding success by placing these corporations ahead of competition.
Engaging The Customer
Today’s customers are wary that they get nudged into buying products by customer savvy marketers in the clutter that we call “the market”. Six Sigma works to make things clear to the customers by sharpening the cutting edge (value) that customers are looking for in a product.
The customer is engaged strategically at a stage when plans are being drawn up. By listening to customers and involving them in the process, the company can gain an in -depth understanding of why they are moving in the direction that they are moving, locally as well as globally. This approach also helps in building trust and loyalty.
Companies like Motorola, who implement Six Sigma, go beyond product development and profits in their commitment to customers. In addition to their regular help line, they have established another line dedicated to this purpose. Customers can use this line of communication for more detailed questions relating to either product or service, and track the status of their original question. This is a classic example of individual level quality demands being met through Six Sigma implementation.
Looking Ahead
Another strategic approach has been taken by GE Commercial Finance, and is a true revolutionary step in the commercial lending business. The ACFC initiative (At the Customer, For the Customer,) clearly showed what the customers needed and why, with over 30% of them answering, they needed Six Sigma. Effective communication with customers has made GE a favorite among consumers. GE has successfully implemented the initiative and in addition, is now sharing its Six Sigma experiences with smaller customers who can’t afford to implement Six Sigma in their own companies.
With the “belts” working from the front, companies can get into a win-win situation with their customers because of the feedback they receive. If this approach directly benefits the customers, it benefits the companies too. However old or large the company is, it gets to interact with its customers one-on-one. The positive result of this is seen in further building of a company’s customer base and increased profitability. The goal of matching people with projects, made possible with Six Sigma, brings about a win-win situation for all.
Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution’s Six Sigma Online offers online six sigma training and certification classes for lean six sigma, black belts, green belts, and yellow belts.
Customers are demanding quality products and services again after the turnaround from the recession of the 1980s. They can no more be seduced into buying just anything through discounts and slick marketing methods. The goal in customer satisfaction lies in making customers feel that their needs have been met. Experience with Vilfredo Pareto’s 80/20 rule tells us that 80% of the value of business results from only 20% of targeted efforts. This implies that keeping your current customers happy is 8-10 times cheaper/easier than gaining new customers. Get more return on your efforts by focusing on repeat customers. Here are 5 steps you can take to keep your customers happy:
1. Put Your Customer First And Identify The Best One: Customer focus is a must to begin with and no matter what you do, you are at the service of your customer. Customer service begins with your employees following this rule. Gathering customer information like birthdays, their preferences, habits, spending profiles, etc. and acting upon it paves the way for healthy interactions with them in addition to collecting feedback about your products and services. Some companies are actually using six sigma to help achieve this systematically.
2. Keep Updating Customer Data By Staying Close To Them: Customer profiles keep changing with changes to their financial and social conditions. A change in contact details or purchase preferences comes in handy in the management of customer relationships. For example, a card sent when a customer purchases their first home is certain to please the customer. This also helps adjust products and services according to customers’ expectations.
3. Categorize Customers: You can group customers broadly by their demands, specific requirements and nature. You can start doing this by asking basic questions. As expectations vary, one single product may not satisfy everyone. Different products and services may have to be developed to meet different customer needs. Many companies have used six sigma to help achieve this.
4. Pay Attention To The Little Details: Ironing out little shortcomings is a mark of perfection and catches attention of niche customers. This little extra is the thing that makes you stand out in the crowd. Customers love to identify themselves with companies that do this.
5. Communicate Positively: Communicating to target customers need not be just about your services/products. You can communicate positively midway through the service for a tip/correction or take/give a suggestion that pleases the customer. This is also perceived as an attempt to develop personalized communication and service.
If keeping customers happy is the mantra for sustaining and growing your business, this end goal is perhaps the basic purpose of six sigma methodology which many companies have effectively used to increase customer satisfaction.
Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution’s Six Sigma Online offers online six sigma training and certification classes for lean six sigma, black belts, green belts, and yellow belts.
Whether the business is credit card collections or customer service for a sales company, good call center software should involve total telephone system management. Systems, whether purchased pre-packaged or developed strictly for that business, should include a number of features to ensure customer satisfaction is key.
Smart call centers make sure all their programs work in tandem to ensure customers are helped quickly and efficiently. Even when calls are transferred from one employee to another, the programs help by making sure that customers’ data pops up on the screen for the new employee to peruse and address any concerns or questions. When the programs are chosen carefully, the end result is expedient service, which of course makes customers happy, but also can improve employee morale and productivity.
Let’s face it, working in a call center is a very difficult task. Even if most customers are happy to hear from the call center or are happy to call into it, the volume, amount of questions and the inevitable unhappy customer can make the job stressful and tiring. When good software enables employees to work at their peak potential, however, the chances for getting the job done and done right are increased. Even some of the most difficult calls can be turned into positive experiences if employees have the necessary information at their disposal.
For the phone system, software should at the least do the following:
* Enable clients to connect quickly to departments or employees they need.
* If a routing system is required, make sure it’s clear and concise and offers clients an ability to reach an operator if necessary.
* Provides a way to handle routine situations quickly and efficiently without having to wait on hold for a person. Bill payments, for example, can be handled in most cases completely by the call in system. If this is the case, offer a feature to store customers’ information so repeat calls can go even quicker.
The computer software that works in conjunction with a phone system should enable employees to:
* Quickly look up a customers’ information. If possible, have it queued with the caller ID for the telephone number or other identifying mechanism. There are few things more frustrating for a customer to have to do then punch a bunch of numbers into a telephone system to only be asked for them again and again as the call progresses.
* Make sure information is transferred along with the call if the situation warrants passing on up the line. Here it’s particularly important for the computer screens to work in conjunction with the phone system. Going through the same story over and over again can turn even the most passive of callers into a growling bear.
Whether a call center’s software for telephone management is custom designed or pre-packaged, it should have an emphasis on customer service. Systems that work well and efficiently, enable employees to handle calls quickly and generally to customers’ liking. Systems that don’t work together can create a nightmare, upset customers and bring down morale.
More Resources
http://www.callcentersoftware1.com
Customer Support.
http://www.customersupport2.com
It’s tempting to concentrate on making new sales or pursuing bigger accounts. But attention to your existing customers, no matter how small they are, is equally essential to keeping your business thriving. The secret to repeat business is following up in a way that has a positive effect on the customer.
Effective follow-up begins immediately after the sale, when you call the customer to say “thank you” and find out if he or she is pleased with your product or service. Beyond this, there are several effective ways to follow up that ensure your business is always in the customer’s mind.
1. Let customers know what you are doing for them. This can be in the form of a newsletter mailed to existing customers, or it can be more informal, such as a phone call. Whichever method you use, the key is to dramatically point out to customers what excellent service you are giving them. If you never mention all the things you are doing for them, customers may not notice. You are not being cocky when you talk to customers about all the work you have done to please them. Just make a phone call and let them know they don’t have to worry because you handled the paperwork, called the attorney or double checked on the shipment - one less thing they have to do.
2. Write old customers personal, hand-written notes frequently. “I was just sitting at my desk and your name popped into my head. Are you still having a great time flying all over the country? Let me know if you need another set of luggage. I can stop by with our latest models any time.” Or, if you run into an old customer at an event, follow up with a note: “It was great seeing you at the CDC Christmas party. I’ll call you early in the new year to schedule a lunch.”
3. Keep it personal. Voice mail and e-mail make it easy to communicate, but the personal touch is lost. Don’t count these as a legitimate follow-up. If you’re having trouble getting through, leave a voice mail message that you want to talk to the person directly or will stop by his or her office at a designated time.
4. Remember special occasions. Send the regular customers birthday cards, anniversary cards, holiday cards - you name it. Gifts are excellent follow-up tools, too. You don’t have to spend a fortune to show you care; use your creativity to come up with interesting gift ideas that tie into your business, the customer’s business or his or her recent purchase.
5. Pass on information. If you read an article, see a new book, or hear about an organization that a customer might be interested in, drop a note or make a quick call to let them know.
6. Consider follow-up calls as business development calls. When you talk to or visit old clients or customers, you’ll often find they have referrals to give you, which can lead to new business.
With all that your existing customers can do for you, there’s simply no reason not to stay in regular contact with them. Use your imagination, and you’ll think of plenty of other ideas that can help you develop a lasting relationship.
Jeff Casmer is an internet marketing consultant with career sales over $25,000,000. His “Top Ranked” Earn Money at Home Directory gives you all the information you need to start and prosper with your own Internet Home Based Business.