Guest Blog: You Serve Customers? Is your light on?

“That’s Not My Department” and 10 Oth... 5 Top Customer Service Articles For t...

Guest Blog: You Serve Customers? Is your light on?

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken

Chip Bell is known for helping organizations create a customer-centric culture. He asserts that customers long to interact with—even relate to—employees “who act like there is still a light on inside.” In time, of course, it’s only natural that the light will dim. That’s why it’s so important to infuse customer service representatives with illumination from time to time. Here is a baker’s dozen of activities/questions that will help do exactly that.

1. Even over the phone, customers can “pick up on” a service representative’s condescension or patronizing tone. Work alone or with others to list both verbal and non-verbal behaviors that may reflect a lack of interest in the customer’s problem. For example, audible breathing that reflects impatience or boredom.

2. Some people in service industries ask why they should bother making the customer-exchange a positive one. The answer, in part, lies in the fact that we can make life easier or more pleasant for others. Not everyone has such an opportunity. Consider these statistics: 16,000 children, worldwide, die of hunger every day. That’s one child every five seconds.

Given this sad statistic, it seems easy enough for each of us to try to do something a bit more than our job calls for. With colleagues or friends, come up with nine additional reasons why we should be providing professionalism/courtesy along with our technical knowledge. Being aware of our blessings often translates into better treatment of others.

3. Miguel Ruiz wrote about the four agreements: Be impeccable with your word. Don’t take anything personally. Don’t make assumptions. Always do your best. Apply these to your work of serving internal customers.

4. Freud famously asked, “What does a woman want?” In relation to the work you do, come up with five answers to this question: “What do customers want?”

5. Despite Kierkegaard’s declaration (“Once you label me, you negate me”), this exercise asks you to label or identify the types of customers with whom you deal. One type, for example, might be the person who has very little technical knowledge. What other types of customers can you identify? If you have time, record what experience has taught you about the best way to deal with each type of customer.

6. In what ways do you typically assure customers they will get the help they need?

7. In what ways do you provide choices for your customers?

13. In what ways do you acknowledge the customer?

12. What “triggers” have you found that cause customers to become angry?

11. What causes conversations to turn into arguments and arguments to turn into serious conflicts?

12. Compile a list of at least five techniques you use to maintain professionalism in the face of a rude or difficult customer.

What is your best advice about protocol questions? For example, what if you are working with someone in your office and the phone rings? What if you are working with someone and someone else asks for your help? What if you have to put the person on hold? What if the time you can meet with the person is inconvenient for him/her but is the only time you can fit the meeting into your schedule?

If you have to call the person back, do you need to explain why? Do you ask, when you reach a customer, if it’s a good time to provide assistance? What are your limits—i.e., at what point are you entitled to not tolerate a customer’s bad behavior?

13. List 15 reasons why customers may exit a situation feeling they were not served properly.

To prolong the life of the enthusiasm-bulbs that, ideally, light your workplace, consider sharing the ideas elicited by these suggestions. Devote a few minutes at the beginning of every staff meeting or publish some of the ideas proposed in the company newsletter. And, if you are brave enough, explore the possibility of having a “secret shopper” come to your office or call your office for help. Have him or her report afterward on the very concerns or goals you and your team may be trying to improve.

Dr. Marlene Caroselli is an author, keynoter, and corporate trainer whose clients include Lockheed Martin, Allied Signal, Department of the Interior, and Navy SEALS. Her first book, The Language of Leadership, was named a main selection by the Executive Book Club. Principled Persuasion, a more recent title, was designated a Director’s Choice by the Doubleday Book Club. Applying Mr. Albert: 365+ Einstein-inspired Brain Boosts, her 62nd book, will be released by HRD Press in 2018.