Shep Hyken's Blog, page 226
May 23, 2014
Guest Blog: Customer what?
This week on our Friends on Friday guest blog post, my colleague David Horsager talks about how important it is to deliver great customer service with sincerity. This reminds me of the saying, “Don’t do unto others what you would not want done unto you.”– Shep Hyken
It’s called customer service for a reason. You don’t gain customer satisfaction or even better, customer loyalty without first giving great service. Great service starts with a different way of thinking. Over the long term, top sales people don’t just get to where they are because they make a lot of calls, or because they know the best closing techniques. In most cases, their clients have come to see them less as commission earners and more as trusted partners. In those relationships, when the customer recognizes they’re truly cared for, they show their satisfaction by buying again and again—and referring you to others.
A good friend of mine and the top sales person for one of the largest A+ mutual insurance companies in America is a very uncommon man. Not only does Scott provide exceptional service and a listening ear, but he also continually gives to his clients. He gives everything from note pads and pens to Harley Davidson Stereos. Every client who buys an insurance product gets flowers immediately. Not only is it his nature to give, but I bet it is hard for another agent to come in and undercut him when they have to peer over the vase of flowers on the counter. When he hears of any client or family of his client being sick, he sends more flowers. He even trusts them to use his condos on the beach. He doesn’t use them as a write-off, and he doesn’t charge the client. Don’t think Scott just became generous once he was successful. Before he had a beachside getaway, he had a heart for service and generosity. He shared one of his mantras with me, “Small deeds are far better than great intentions.” Scott considers his role to be a professional servant. He says, “When you serve others and care about them, it all comes back to you.” Why does this work? He thinks beyond himself in the most genuine way, treating his clients like friends. As a result, many of them have become friends.
Of course people can show compassion for selfish reasons such as recognition or greed. People can “look” concerned when they are not, just like in Academy Award-winning Slumdog Millionaire. Two hungry orphan boys, Salim and Jamal, were living in a garbage heap when they were found by Maman, who seemed like a savior at the time. Maman fed the boys and took them to his orphanage with a playground. The boys soon learned that Maman only showed concern in order to own them and teach them how to be beggars on his behalf. But what happened to Maman? He got rich but was angry, stressed, and ultimately murdered by those who he had taken advantage of. The most powerful compassion is sincere, in fact truly great customer service starts with genuinely caring about them!
David Horsager, MA, CSP, is a business strategist, keynote speaker and author of the National Bestseller, The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line. His work has been featured in prominent publications such as Fast Company, Forbes, The Huffington Post and The Wall Street Journal.To learn more about trust and how it affects sales go to www.TheTrustEdge.com
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
The post Guest Blog: Customer what? appeared first on Shep Hyken.
May 21, 2014
Some Customers Aren’t Worth Doing Business With
Bad Customers are bad for the Company’s Culture
One of my favorite topics to write and speak about is about what happens when the customer is not right. I love to say it…
The customer is NOT always right!
But, they are always the customer. So if they are wrong, let them be wrong with dignity and respect.
It’s okay for customers to be misinformed or make a mistake. However, sometimes the customer is not only “not right,” they are abusive and disrespectful toward the people who are trying to do their best to help them, our employees.
I decided it was time to resurrect this concept after hearing the same story three times in a week. It’s an old Southwest Airlines Herb Kelleher story that I first heard years ago. The short version is that a passenger kept writing the airline about how unhappy she was. She didn’t like the boarding process, not having an assigned seat, a small bag of peanuts versus a meal and more. After a number of letters, one of them finally made its way to Herb Kelleher, the CEO of the airline. He took the time to respond. He wrote:
We’re going to miss you. Love Herb
This simple response sent a clear message to the customer: We appreciate you, but it’s not working out. It also sent a message to the employees. We appreciate you, and we value you to the point that we’re willing to put you ahead of the customer.
Some customers aren’t worth doing business with!
When I use that line in at some of my speaking engagements, it’s almost always is met with applause. In other words, it’s okay to fire a customer – certain customers! Abusive and disrespectful customers can bring down the morale of the company. They can take the fulfillment out of the employees’ jobs. They can suck the positive energy out of the culture. They put employees into a bad mood. And, they can make it bad for the next customer.
A company’s culture that evokes the customer is always right rule is just fine until the customer is wrong to the point of being abusive. Then it creates a dilemma for the employee. It gives a customer the advantage in that they can bully an employee, pushing them to a point of being very uncomfortable. It makes an employee apprehensive about what is the right or wrong thing to do. It can take away an employee’s dignity and self-respect. It can also cause an employee to lose respect and resent his or her manager and even the company.
The customer is not always right. And some customers aren’t worth doing business with. It’s okay. Toxic customers may be bad for you and your company’s health.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go tohttp://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
The post Some Customers Aren’t Worth Doing Business With appeared first on Shep Hyken.
May 19, 2014
5 Top Customer Service Articles for the Week of May 19, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
7 Great Ways to Build Customer Loyalty by Kevin Daum
(Inc) Just because you land customers doesn’t mean you’ll keep them. Customer Loyalty Expert Ido Gaver shares seven proven ways to assure repeat business.
My Comment: Here are a few great ideas about creating customer loyalty. It’s not that they are really “new” ideas, but I really like the way they are described and positioned, especially the “Meet the Chef” concept (Number Three). Every company should consider these ideas if they want to create a better customer service experience that turns satisfied customers into loyal customers.
If You Want Great Customer Service, Go to … by Barry Levine
(CMSWire) Earlier this week, we told you Zendesk, a cloud-based customer service platform provider, rated New Zealand, Canada and Norway as the top countries for customer service. Now three new reports from Cambridge, Mass.-based Forrester Research shed more light on the state of global CX.
My Comment: This article has some great commentary about the Zendesk study that rated the best “customer service countries.” It surprises me that the United States ranks as low as it does, especially because so many companies pride themselves on their customer service – or their promise to deliver customer service. It’s worth clicking on the links to see the study and more commentary.
How Small Businesses Can Offer Great Customer Service by Jodi Beuder
(Impact Blog!) Give your small business an edge by following the below tips so that you can offer even better customer service to all of your loyal customers and clients.
My Comment: This article takes us back to the basics, which are the foundation of a great customer service strategy. Even though the focus is on small business, they work for any size company. And, maybe “big business” needs to figure out how to create the “small business” feel when it comes to customer service. It would give them a competitive advantage.
Oh Boy! Disney Bridges the Physical-Digital Divide by Barry Levine
(CMSWire) For decades, The Walt Disney Co. has been bridging the divide between animation and live action, as well as physical and on screen realities. Now it may be championing ways to bridge the divide between digital and physical retailing.
My Comment: Disney is an amazing company. They have always provided amazing guest experiences that are created through outstanding customer service and memorable interactions throughout the guest’s visits to their theme parks and resorts. They set the standard. And, now they have raised the bar. Their innovative and forward-thinking technology is enhancing the guests experience. How do you take great and make it better? Study Disney to find some of the answers.
Who Does Your Brand Talk to in Social Media? by Debbie Laskey
(Debbie Laskey’s Blog) Recently, I was guilty of what many of us are doing more and more these days: I was watching television with my smartphone close at hand. Was I watching a specific TV show or was I reading what people were saying about the show on Twitter? The answer is probably not too surprising, and as a result, advertisers that used to spend their dollars solely on TV are now including Twitter in their ad campaigns.
My Comment: This is a great example of how a company engages customers using Twitter (or any other social media channel) versus just reacting to complaints. The best companies take advantage of social medial to offer value, engage, participate in “community” discussions and more.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
The post 5 Top Customer Service Articles for the Week of May 19, 2014 appeared first on Shep Hyken.
May 16, 2014
Guest Blog: Using Video to Create Lasting Brand Loyalty
This week on our Friends on Friday guest blog post, my colleague Courtney Buchanan writes about the importance of employee videos and customer testimonials. These two tools are extremely important and can contribute to customer loyalty. – Shep Hyken
When a customer calls for his refrigerator or HVAC system to be repaired, a field tech arrives and, ideally, makes a quick fix. But little does he know that a significant amount of hard work and logistics go into making that happen. Employee-generated videos give customers an inside look at how the company operates and exactly who the techs are, ultimately creating a connection between the brand and the customer.
Videos put a human voice and face behind the brand and the service that previously may have felt very automated and mechanical. They serve a dual purpose, writes Tony Gnau, founder and chief storytelling officer at video production boutique T60 Productions. First, they shed light on the employees behind the scenes and provide a more human aspect to getting a repair done. Second, they give employees a pat on the back.
Finding employees to feature in videos is simple. Just choose someone with passion, recommends Gnau, as he will likely pull the viewer in with his pure enthusiasm as he talks about what he does on the job or teaches how to maintain a product. “The net result is an audience that’s learning more and more about the people who work at the company,” says Gnau. “They get to know them. They learn to like them. Considering we buy from people we like, you begin to understand how powerful these videos can be.”
Aside from boosting customer engagement, employee videos create greater team unity inside the company as each employee understands what his co-worker does. Employees gain greater appreciation for their teammates and are able to collaborate in uncharted areas, leading to improved productivity, says Gnau.
The Value of Customer Testimonials
Just as employee videos can help customers feel greater brand loyalty and trust in their service technicians, the same is true of customer videos that motivate employees. Research by Adam Grant, management professor at the Wharton School, shows that when employees see the impact of their efforts, they are more likely to work harder and feel motivated. “Employees generally see end users as more credible than leaders as sources of inspiration,” writes Grant on HBR.
Service organizations should share customer feedback and create customer testimonials to help techs feel rewarded and motivated to continue delivering their best.
Many organizations fail to take advantage of employee videos and customer testimonials, merely because they don’t see the concrete value in them. While sales numbers and ROI may not shift, the importance of these video assets lies in customer loyalty and employee satisfaction — factors that, while hard to measure, are the foundation for creating a bond with an organization.
Courtney Buchanan is a writer for The SmartVan blog, where she covers technology and management tips in the field service industry.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
The post Guest Blog: Using Video to Create Lasting Brand Loyalty appeared first on Shep Hyken.
May 14, 2014
Speed Creates Customer Confidence The Velocity of Customer Service
Create ConfidenceRecently I had the privilege of working with Busey Bank and heard their CEO, Van Dukeman, share a concept he referred to as the Velocity of Business, which had to do with how quickly business moved. As I listened to his presentation, I realized the importance of how this applied to the customer service experience.
Velocity is a power word. Fast, powerful, speed, charging ahead, positive motion; these are some of the words that come to mind when I think of the word velocity. The Merriam-Webster Dictionary defines it as quickness of motion and rapidity of movement, along with some other more technical definitions.
So how does velocity enter into customer service? It’s about the speed of service. How long does the customer have to wait in line, or wait for a return phone call, or an email response – or for just about anything? It’s about a rapid response, one that meets if not exceeds our customers’ expectations. And, at the same time, velocity can create confidence.
I just love it when one of our clients tells us they are impressed with how fast we respond. Our goal is to return emails and phone calls the same day they are received – ideally within an hour. The worst case may be the next business day for emails and phone calls that come in late in the day. And, if a customer is having a problem, we want to respond within minutes. We’ve been awarded customer service training and speaking contracts because of our ability to quickly respond to our customers’ requests. After all, we must practice what we preach!
I’m impressed when I read the reports about how some companies are responding to social media comments within minutes. Many of these companies are recognized in surveys and polls for their stellar customer service. Conversely, I’m stunned at the companies who wait 24-48 hours to respond.
However, the best of the best take the concept of speed to an even higher level by practicing proactive service, the ability to anticipate needs ahead of a customer’s request. It’s the server who always fills the guest’s water glass before it is empty. As a very basic example of this concept, we like to track the packages that we ship from our office and email our clients to let them know when they have arrived and who signed for them. Many times our emails show up in our clients’ inboxes before the package shows up in their office.
Velocitize your business. Create a sense of urgency. Respond quickly. Be proactive and anticipate your customers’ needs. It creates confidence, which can ultimately lead to the ever coveted, loyal customer.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go tohttp://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
The post Speed Creates Customer Confidence The Velocity of Customer Service appeared first on Shep Hyken.
May 12, 2014
5 Top Customer Service Articles for the Week of May 12, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Why loyalty tiers no longer rank by Bryan Pearson
(Retail Customer Experience) For a lot of loyalty program members today, getting to gold is a treasure hunt, and only the program operator holds the map.
My Comment: People join loyalty programs with the idea that they might get a discount or perk for being a part of the program. Unless they quickly see value, which typically means they return to do business, it is a wasted effort. The problem is that many companies confuse a true loyalty program with a marketing program. This article has some great thoughts on how to get more participation.
by Pam Goodfellow
(Forbes) As many a marketer will likely attest, too often in today’s retail environment consumers’ final decision in the buyer process comes down one little five letter word: price. Shoppers, armed with their mobile devices, maintain a direct connection to the best deals, promotions, coupons, and offers with just a tap of their fingers, many times giving shoppers an intelligence edge over retailers competing for those buying dollars. In this age of smart consumerism, what’s a retailer to do?
My Comment: Congratulations to the Prosper’s new list of Customer Service Champions. The names on the list don’t surprise me at all. What I appreciate about this article that it not only tells us who the companies are, it shares why customers rate them so high. And, even though the list consists of retailers, we can take away lessons that apply to almost any industry.
Culture Essentials for Uplifting Leaders! by Tal Shnall
(Leadership Cafe) What makes a company’s culture a vibrant place for creativity, passion, enthusiasm and inspiring purpose? How did you feel when you worked in a place where people felt energized and fully committed to excellence?
My Comment: It takes an engaged and fulfilled workforce to deliver an amazing customer experience. This starts with the culture, which is defined by leadership. If you get that right, it’s felt on the outside by the customer.
Selling customer service by Jordan Lindberg
(PracticalEcommerce) The first half of the year is a good time to review your customer service policies and procedures, and to reinforce the importance of your service orientation with everyone at your company.
My Comment: Great tips here; Empower employees, communicate with customers the way they like to communicate, fix problems with urgency, be genuine and empathize. These are the ingredients of a good customer service culture – one that is less operations-focused and very much customer-focused.
Proactive vs Reactive Customer Service by Peter Rabbage
(Business2Community) 5 key steps to implementing an effective proactive customer service approach.
My Comment: The best companies practice proactive service. Think in terms of the server at a restaurant that doesn’t wait for the water glass to be empty before filling it. The idea of proactive service can separate you from your competition, give you a reason to engage with your customer and give the customer a reason to want to come back (also known as loyalty).
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go tohttp://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
The post 5 Top Customer Service Articles for the Week of May 12, 2014 appeared first on Shep Hyken.
May 9, 2014
Guest Blog: Does Your Customer Feel Like Cinderella or an Ugly Step-Sister?
This week on our Friends on Friday guest blog post, my friend and colleague Susan Solovic writes about a customer experience that demonstrates the differences in company culture and its impact on the customer. – Shep Hyken
I admit it: I’m a shoeaholic. I also hate to pay retail for anything. So I’m a frequent shopper at several of the discount designer shoe stores.
If you shop at these stores, you’re probably familiar with their customer loyalty programs. You earn special rewards, such as $5 or $10 off, based on your spending activity.
Recently, I decided to check out the new spring arrivals at two of my favorite stores, which are conveniently located next door to each other in a strip mall near my home. Of course, before I jaunted out for my shoe-shopping spree, I had to check my coupon drawer to see what “rewards” were waiting to be used. To my delight, I had coupons from both brands.
I was off and running.
What a difference a shoe store makes
At the first store (I’ll call it Brand A), I picked out my “must have” styles and proceeded to the cashier. As I handed her my $10 off reward coupons, I realized one had expired in May 2013. (How I let that happen, I’ll never know.) Quickly, I apologized and started to put the expired coupon away, but the clerk stopped me.
“Oh, that’s okay. I’ll take it. After all it’s a reward for the business you give us,” she said.
WOW! I would have understood if the clerk had refused to take the coupon, after all it was almost a year old. But I was thrilled and impressed that she was willing to take it.
After leaving Brand A in an exuberant mood, I put my new shoes in my car, then walked to the other discount shoe outlet next door to use their reward coupon. (I’ll call them Brand B.)
As luck would have it, I found a few more pairs that were definitely “Susan.” So far this day was going very well—that is until I went to check out at Brand B.
When I handed the cashier my reward coupon, she glanced at it and handed it back to me explaining the coupon had expired. The expiration date was April 20, 2014 and it was April 23 —the coupon had expired just three days earlier! When I asked to speak to a manager, she said, “It’s our corporate policy not to make any exceptions.”
Really—I thought to myself. How non-customer centric.
“But It’s a reward coupon,” I argued.
“Too bad. I can’t accept it,” she explained.
Too bad is right. I explained I didn’t want their shoes, and from now on I’d happily go to their competitor next door to do my shopping.
Make your customer feel like Cinderella — not an ugly stepsister
These two discount shoe stores carry very similar products, yet the customer experience was night and day. Brand A gave me that WOW! experience, and I will be telling all my friends. Likewise, I’ll be quick to share the poor experience I had at Brand B.
Sometimes rules are meant to be broken—especially when it comes to keeping a customer vs. losing one. Brand A recognized I was a loyal customer and made me feel like Cinderella by accepting my expired coupon. While Brand B felt an arbitrary expiration date was more important than my business and made me feel like an ugly stepsister by turning me away. They just didn’t get it and they won’t be getting anymore of my business either. And that’s no fiction.
Make sure you give your customers a WOW! experience. Show them you value their loyalty. As you probably know, it’s easier to retain an existing customer than it is to acquire a new one.
A woman of many talents, Susan Wilson Solovic is THE Small Business Expert, an award-winning entrepreneur, media personality, New York Times, Wall Street Journal, USA Today, and Amazon top 100 bestselling author, sought-after keynote speaker and attorney.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
The post Guest Blog: Does Your Customer Feel Like Cinderella or an Ugly Step-Sister? appeared first on Shep Hyken.
May 7, 2014
Do You Know, Like and Trust Your Customers?
Customer LoyaltyThe old saying goes something like this:
Customers want to do business with people they know, like and trust.
Business is all about relationships. At a minimum, the customer expects, at least hopes, to do business with an organization they can count on. They pay good money for goods and services we provide. Don’t we want our happy and even loyal customers to have the feeling that they “know, like and trust” us?
However, maybe we should consider looking at this from the opposite direction. Do you know, like and trust your customers? As just mentioned, you want them to know, like and trust you, so aren’t they entitled to the same? You want them to be loyal to you, so do you act and behave in a way that the customer can feel a sense of loyalty from you?
I am the customer.
I want you to know me. I want you to know who I am when I walk through your door. I want you to recognize me. I want you to remember what I bought or ordered the last time I was here.
I want you to like me. Sure, you probably like that I give you my hard earned dollars for whatever it is that you sell, but I want to feel as if you genuinely appreciate me for the business that I give you.
I want you to trust me. I’m not going to steal from you. I don’t want you to make rules, policies and procedures that make it difficult for me to do business with you – just because a very few people you may have done business with in the past have taken advantage of you. I want those policies to remind you that most customers, like me, are honest and good people.
When I go to a favorite restaurant, the owner knows me. He may even remember where I sat and what I ate the last time I was there. He takes interest in me. It’s obvious.
When I call American Airlines, because I’ve filled out my profile on their website, which includes my phone number, their automated greeting says, “Welcome back Shep.” I’m now engaged at a higher level.
Amazon.com’s website remembers what I have previously bought and lets me know what else I may be interested in purchasing. Their system was built to take care of me, because they know me.
With the use of CRM software, technology, or just a good old fashioned memory, you can make a customer feel like you know them, like them and even trust them.
When both parties know, like and trust each other, there is now the mutual respect that it takes to create the all-important and coveted loyal relationship.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go tohttp://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
The post Do You Know, Like and Trust Your Customers? appeared first on Shep Hyken.
May 5, 2014
5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF May 5, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Customer Surveys: Talking or Walking Improvements? by Melissa Kovacevic
(MKCallConsult) Today, moments of truth are an integral part of our Voice of the Customer or VoC data we gather through feedback processes such as customer surveys. Our surveys help to determine how our people, processes and technology make the customer journey with us: positive or painful?
My Comment: What caught my eye about this article was the reference to Jan Carlzon’s concept, “The Moment of Truth,” which is anytime the customer has any interaction with your business and has an opportunity to form an impression. However, the article really focuses on the data, feedback and suggestions you can pick up at these “Moments of Truth.” The problem, as the article points out, is that this information means mean nothing if they aren’t used to improve the customer experience.
Lessons from the Don Draper School of Business by Susan Solovic
(Susan Solovic) We’ve heard the phrase “too big to fail” a lot in recent years. These are the business relationships that for your small business are too important to fail. I’ll begin with some general advice and then toss in some specifics you need to master.
My Comment: Susan Solovic is an expert in small business. However this article, focused on customer service, has six ideas that can apply to any type of business, large or small. The article starts off quoting Don Drape, a character from the TV show “Mad Men.” Don says, “The day you sign a client is the day you start losing one.” Put another way, the most abused customer is a sold customer. Once you have the customer, you can’t afford to lose them. Implement the tactics in this article to avoid the “Don Draper Syndrome.”
Utilizing Complaints to Improve the Customer Experience By Matt Keenan
(Bank Systems & Technology) These are the four levels of the complaint management maturity model.
My Comment: Even the best companies to do business with have complaints and unhappy customers. It’s the way they go about resolving the complaints that turns these dissatisfied customers around. This is an interesting concept regarding the complaint cycle that most companies may go through. 1. Avoidance a no not us mentality. 2. Awareness or acceptance. 3. Enterprise recognizing that the entire organization impacts the customer experience, including complaints. 4. Technology or any other type of solution that can systematize and streamline the complaint process.
How to Handle Angry Customers [Infographic] by Mary Shulzhenko
(Provide Support Blog) Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
My Comment: This great “infographic” provides both the “why” and the “how to.” The stats make the case and make the case for why you can’t afford to ignore an angry customer. (And, just as important, why you should try and find them!) The ten tactics listed are simple reminders about how to get that angry or complaining customer back on track.
HOW TO ACE WINNING NEW CUSTOMERS BY BUILDING GREAT RELATIONSHIPS BY MIKE SCHOULTZ
(Digital Spark Marketing) So there are many important reasons to focus on building strong customer relationships. Here are fifteen tips to help you forge new, and strengthen existing, relationships.
My Comment: Business is a “people activity.” Customers (also known as people) do business with people or a website. They want and expect a certain level of service. This list of 15 simple ideas to win new customers and win existing customers’ loyalty is a good stat. There are many other ideas, strategies and tactics to add to the list, but for today, here is a great stat.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go tohttp://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
The post 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF May 5, 2014 appeared first on Shep Hyken.
May 2, 2014
Guest Blog: A Winning Combination: Customer Service and Empathy
This week on our Friends on Friday guest blog post, my colleague Mike Daugherty writes about the importance of empathy in customer service. I believe it’s more than just doing the right thing for a customer. It is doing the right thing with empathy, sympathy, concern and care. – Shep Hyken
In order to take customer service to the next level, you need to be able to identify with your patrons. I would argue that without empathy, it will be impossible to become anything more than “average” at customer service. Empathy in customer service is the ability to not only see, but understand the situation from your customer’s point of view and truly appreciate their feelings.
Listen
Empathy begins with simply listening to the customer regardless of how irate they may be. When an angry person is given the opportunity to express why they are angry, often times it leads them to calm down. Think about your own life for a minute. When you are upset, you may just want to vent in order to get it off your chest. You don’t want to be told to calm down. In fact, being told to calm down may even anger you more. You just want a chance to be heard. Next time you are in a situation where someone is openly and vocally venting their frustrations, try this:
Maintain eye contact if possible.
Nod your head / acknowledge that you are listening.
Use words like “OK” and “Sure.”
When the person is finished, start your reply with empathetic statements like the ones below. Make sure to use an honest, sincere tone of voice when speaking. You don’t want to the customer to think you are opening mocking them.
I understand why you feel that way.
I can see how that would be very frustrating.
I’m sorry.
You are not admitting fault on anyone’s part by saying you’re sorry. You are just acknowledging you that the incident obviously upset the person.
At this point, you can begin to move the conversation toward a resolution. Evaluate what they have said and determine a mutually acceptable course of action. While you want resolve the situation in a timely manner, make sure to offer a solution that it based around their concerns. You want to focus on the root of the problem. For example, if the customer is irritated over a defective toy that he purchase for his son or daughter, you would want to offer him a solution that is focused around making the child feel better. His feelings of dissatisfaction stem from how upset his son/daughter is. Come up with a solution that makes the child happy as opposed to a generic “have some free stuff with our logo on it”. Also, don’t offer something you cannot deliver. By solving the root issue, you:
Show that you actively listened to what they had to say
Honestly care about making them happy
Are willing to work toward an acceptable solution
“Thank you for taking the time to explain the situation to me sir. I understand why you feel the way you do and I am sorry you had to take time out of you day to call us. I would like to offer to replace the toy free of charge. There are a couple of way we can do this. If your child was really interested in that particular toy, we can replace it with the same model. However, there is an upgraded model that includes extra widgets and gadgets if you would prefer. How does that sound to you?
Always ask the customer if what you are proposing is acceptable. You’ve heard the facts, you’ve determined what would be fair compensation for this issue, but you want to be sure that he/she is willing to accept your offer.
As I stated before, empathy in customer service is the ability to not only see, but understand the situation from your customer’s point of view and truly appreciate their feelings. Organizations skilled in customer service can connect with patrons on their level. They emphasize compassion when try to resolve an issue. Their customers are loyal and return because they know that if they have a problem, the institution truly cares about making it right.
At age 35, Mike Daugherty is a married father of two wonderful children. In his professional life, he has successfully formed and sold two technology companies. While he has a talent for Information Technology, his passion is education and helping schools succeed. He has spent much of his professional career mastering the art of customer service, personal productivity, and how to make the most of the time you are given on this earth. Check out his customer service blog at www.greatcustomerservicehq.com.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
The post Guest Blog: A Winning Combination: Customer Service and Empathy appeared first on Shep Hyken.
