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Answer Upon - 8 Critical Steps to Establish a Customer Service Culture
If you had a pen that was high-tech, yet baby-easy to use – that in twenty (20) minutes of training could help you read-and-remember three (3) books, articles and reports in the time it takes others to finish one (1) – would you need to know more?Back in 1942 – (World War 2) - the U. S. Air Force was having trouble teaching their pilots to quickly identify enemy planes. They created a training-tool called a ‘tach-is-to-scope’ (Greek: meaning swift) – that flashed visual-images on-a-screen - to improve the speed-of-viewing, together with extending long-term memory.Did it really work?The U.S. Air Force experts tested the tachistoscope on their crews and concluded it improved ‘sightings’ 85%. It was declared mandatory-training for all pilots, co-pilots and navigators – and hidden-away as Top-Secret for the duration of the war.So?After the U.S. and their allies won the war – educators in New York adapted the government’s tachistoscope for training students to read faster. It worked great – students read faster, understood more, and r
On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.
In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity. Make the most of each and every one.
Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet—we just leave.
In the 1980’s the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:
96% of dissatisfied customers do not complain directly.
90% will not return.
One unhappy customer will tell nine others.
13% will tell at least 20 other people
Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous cha
Change. The very word can sometimes produce fear in many people. Why? Because lurking behind the word change is oftentimes the word unknown, and for most people it’s the fear of the unknown which makes them afraid of change.When it comes to making career changes, the fear of the unknown is what keeps people paralyzed, which also keeps them stuck in unfulfilling jobs, hating to go to work every day. At least it’s known, right? And, for most people, a crappy known beats an unknown any day, even if that unknown will eventually make someone happier.If you’re reading this and you recognize yourself, it’s time to take the bull by the horns and start making some changes. And, yes, that means facing the unknown.When deciding to change career directions, you can help minimize the unknown by doing some of the following:1. Realize how many times in the past you’ve faced the unknown successfully.Well, that sounds simple, doesn’t it? And, it is. Just take out a piece of paper and write down the many times in the past yo
During our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense. I believe that it is during the down times, when service should be at the forefront and retention of loyal customers even more of a focus.
When price wars fail to drive revenues, businesses often look to service to give them a competitive advantage. Many big business marketers are returning to a “service sells” mentality, however, many sell great customer service and few deliver. The problem is that few marketers have ever truly served a customer.
Throughout my years in business, I have had the opportunity to interact and develop a customer service philosophy. It is inherent that when you are in a service-based business, there will be times when your customer is compelled to offer you their feedback. It is what you do with this feedback that will shape the future and their impression of your business.
Upon reflection, most all of my interactions with displeased customers were not the result of a poor product, but rather a disappointing customer experience. Why is that? Because, product is not personal, customer service is. Briefly, I would like to share with you eight critical steps to establish a customer service culture.
1. Customers are the reason for work, not an interruption of work
This sounds really obvious doesn’t it? How many times have you gone into a business only to wait while someone is on the telephone or busy doing some “non-service” task? Employees often lose sight of the importance of the customer and get consumed in lesser day to day tasks. Sure, there are tasks that need to be accomplished, but you cannot afford to sacrifice service to get them done. Good customer service must be a priority for you and your team. Without your customers, you have no company!
2. Train, train, and continue to train.
• Cross train your entire staff to be able to assist a customer regardless of their department. When a customer becomes upset they want their problem solved not to be shuffled between employees that are not empowered or enable to assist them.
• Offer continuous customer service training for your staff and once they are providing good service, continue to train them.
• Utilize role play situations to assist your staff in recognizing and experiencing both easy and difficult service opportunities. If an employee has a level of comfort with a difficult situation, they will be able to better handle it.
3. Empower your staff to serve
• Establish a system of resources for your staff to serve the customer. Allow them latitude to take the necessary action to provide exceptional service and resolve any issues should a customer become disgruntled. Create a structured system to allow your staff to serve customers.
• Establish a discretionary budget that an employee may access to recover a customer before you lose them. I recently learned that a major hotel chain has a monetary fund available per year and per employee enabling them to go above and beyond to ensure exceptional service. This empowers the employee to right a wrong or create a “memorable” customer experience. I am not advocating large sums of money, but with regards to customer service, a small gesture can go a long way.
• Ask your staff what tools would enable them to provide better service. You would not send a fireman into a burning building without the proper equipment. Failing to empower and enable your staff with the necessary tools to serve you customer leaves you with few options other than poor service.
4. Make service personal
• Greet repeat customers by name, if possible.
• Offer a handshake and introduce yourself. Creating service that is personal will not only retain customers, but help diffuse difficult situations should they arise.
• Thank your customers for their patronage. It really does make a difference.
5. It is ok to say “Yes”, even when you should say “No”
• Support your staff when they make customer service decisions. In my business, it is my policy that an employee can act without concern for repercussion, as long as they are meeting a customer’s need. I have found this creates a greater willingness to serve the customer.
• Often times you could say “no” to a customer, however, “no” can have huge implications on your business. Ask yourself, “Am I willing to potentially lose 10 customers as result of this interaction?”
6. Offer a solution
• Shift from the problem to the process for resolution.
• Offer a choice between several options.
• Put yourself in their place.
• Involve the customer in determining the solution.
• Clearly explain any limitations that exist.
7. Recognize your staff members for outstanding service
• Implement a customer service awards program that recognizes employees for exceptional customer service. Maybe you have tried these without success and do not believe that they work. I would tend to agree if the program were like most I have seen. Try something different; break the mold. One of my most successful clients offers spa treatments for his female employees if a customer goes out of their way to recognize them for great service. Another client provides his employees with a “day off with pay” incentive for every five unsolicited, positive customer comments that he receives. These are just a few examples that are “outside the box.” Be creative and generate a little excitement in your staff for customer service.
• Take the time to acknowledge employees at staff meetings. People want to leave their mark and feel that they matter. Taking the time to recognize them in front of their peers can make a real difference.
8. Ask your customers what they think of your service
The best way to find out if you are satisfying customers is to ask them. Formal efforts could include customer surveys, questionnaires, interviews or comment/suggestion cards. Informally, get out and talk with your customers and your staff. Ask them how they feel about service you are providing. Ideally, use a combination of both methods.
You may be thinking, “Why should I go ask for trouble? Who knows what I might hear if I ask?” That is the point. As you will see in the statistics below, most customers will not voice their disappointment with your service levels. They will simply leave and never return. If you do not ask about the quality of your service, you might make the wrong assumptions and feel that you can reduce service levels because you get few complaints and lead your organization into areas that turn off your customers or cause problems that you never intended.
On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.
In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity. Make the most of each and every one.
Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet—we just leave.
In the 1980’s the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:
96% of dissatisfied customers do not complain directly.
90% will not return.
One unhappy customer will tell nine others.
13% will tell at least 20 other people
Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous chal
(excerpted from The Weekend Seminar - Skills for the 21st Century 1999 Version)I find it's important to not walk into the 21st Century without multiple skills. But what I also find is that if you are already in sales, network marketing or have an entrepreneurial business (or plan to in the future), you can gain the needed skills for the future while you create your income now.Here's my short list for on-the-job training, so that you can learn while you earn.1) SalesI began my journey with sales, which of course dynamically changed my life back at age 25. The first year I multiplied my income by five. I was raised in farm country. I knew how to milk cows, but it didn't pay well. But sales altered the course of my life, learning to present a valid product in the marketplace, talk about its virtues and get somebody to say "yes." And then give them good service.2) RecruitingThen came recruiting, how to expand my business, build an organization. We have all heard the question, is it better to have one person selling a $1000 or
2. Train, train, and continue to train.
• Cross train your entire staff to be able to assist a customer regardless of their department. When a customer becomes upset they want their problem solved not to be shuffled between employees that are not empowered or enable to assist them.
• Offer continuous customer service training for your staff and once they are providing good service, continue to train them.
• Utilize role play situations to assist your staff in recognizing and experiencing both easy and difficult service opportunities. If an employee has a level of comfort with a difficult situation, they will be able to better handle it.
3. Empower your staff to serve
• Establish a system of resources for your staff to serve the customer. Allow them latitude to take the necessary action to provide exceptional service and resolve any issues should a customer become disgruntled. Create a structured system to allow your staff to serve customers.
• Establish a discretionary budget that an employee may access to recover a customer before you lose them. I recently learned that a major hotel chain has a monetary fund available per year and per employee enabling them to go above and beyond to ensure exceptional service. This empowers the employee to right a wrong or create a “memorable” customer experience. I am not advocating large sums of money, but with regards to customer service, a small gesture can go a long way.
• Ask your staff what tools would enable them to provide better service. You would not send a fireman into a burning building without the proper equipment. Failing to empower and enable your staff with the necessary tools to serve you customer leaves you with few options other than poor service.
4. Make service personal
• Greet repeat customers by name, if possible.
• Offer a handshake and introduce yourself. Creating service that is personal will not only retain customers, but help diffuse difficult situations should they arise.
• Thank your customers for their patronage. It really does make a difference.
5. It is ok to say “Yes”, even when you should say “No”
• Support your staff when they make customer service decisions. In my business, it is my policy that an employee can act without concern for repercussion, as long as they are meeting a customer’s need. I have found this creates a greater willingness to serve the customer.
• Often times you could say “no” to a customer, however, “no” can have huge implications on your business. Ask yourself, “Am I willing to potentially lose 10 customers as result of this interaction?”
6. Offer a solution
• Shift from the problem to the process for resolution.
• Offer a choice between several options.
• Put yourself in their place.
• Involve the customer in determining the solution.
• Clearly explain any limitations that exist.
7. Recognize your staff members for outstanding service
• Implement a customer service awards program that recognizes employees for exceptional customer service. Maybe you have tried these without success and do not believe that they work. I would tend to agree if the program were like most I have seen. Try something different; break the mold. One of my most successful clients offers spa treatments for his female employees if a customer goes out of their way to recognize them for great service. Another client provides his employees with a “day off with pay” incentive for every five unsolicited, positive customer comments that he receives. These are just a few examples that are “outside the box.” Be creative and generate a little excitement in your staff for customer service.
• Take the time to acknowledge employees at staff meetings. People want to leave their mark and feel that they matter. Taking the time to recognize them in front of their peers can make a real difference.
8. Ask your customers what they think of your service
The best way to find out if you are satisfying customers is to ask them. Formal efforts could include customer surveys, questionnaires, interviews or comment/suggestion cards. Informally, get out and talk with your customers and your staff. Ask them how they feel about service you are providing. Ideally, use a combination of both methods.
You may be thinking, “Why should I go ask for trouble? Who knows what I might hear if I ask?” That is the point. As you will see in the statistics below, most customers will not voice their disappointment with your service levels. They will simply leave and never return. If you do not ask about the quality of your service, you might make the wrong assumptions and feel that you can reduce service levels because you get few complaints and lead your organization into areas that turn off your customers or cause problems that you never intended.
On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.
In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity. Make the most of each and every one.
Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet—we just leave.
In the 1980’s the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:
96% of dissatisfied customers do not complain directly.
90% will not return.
One unhappy customer will tell nine others.
13% will tell at least 20 other people
Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous cha
Welding How To: What You Need to Know Before You WeldPeople rely on welding to accomplish many tasks. In fact, the art of welding dates back thousands of years to the Bronze Age. Since then, man has discovered many advancements and improvements that make welding easier, safer and more vital to civilization than ever before. Welding is used:1. To manufacture cars, trucks and other modes of transportation.2. To build homes.3. To build and repair machinery and equipment.4. It’s even been used by artists to create beautiful metal sculptures.Inside or outside, on land or underwater - even in outer space - welding is vital to all areas of our life. It’s no wonder, then, that more and more people want to learn how to weld.If you’d like to learn how to arc weld, we’d like to help. Below, you’ll find important information and resources you need before you can start welding: what equipment you’ll need, along with some free online resources that will provide step-by-step, practical welding how-to advice.Basic Arc Weldin
• Ask your staff what tools would enable them to provide better service. You would not send a fireman into a burning building without the proper equipment. Failing to empower and enable your staff with the necessary tools to serve you customer leaves you with few options other than poor service.
4. Make service personal
• Greet repeat customers by name, if possible.
• Offer a handshake and introduce yourself. Creating service that is personal will not only retain customers, but help diffuse difficult situations should they arise.
• Thank your customers for their patronage. It really does make a difference.
5. It is ok to say “Yes”, even when you should say “No”
• Support your staff when they make customer service decisions. In my business, it is my policy that an employee can act without concern for repercussion, as long as they are meeting a customer’s need. I have found this creates a greater willingness to serve the customer.
• Often times you could say “no” to a customer, however, “no” can have huge implications on your business. Ask yourself, “Am I willing to potentially lose 10 customers as result of this interaction?”
6. Offer a solution
• Shift from the problem to the process for resolution.
• Offer a choice between several options.
• Put yourself in their place.
• Involve the customer in determining the solution.
• Clearly explain any limitations that exist.
7. Recognize your staff members for outstanding service
• Implement a customer service awards program that recognizes employees for exceptional customer service. Maybe you have tried these without success and do not believe that they work. I would tend to agree if the program were like most I have seen. Try something different; break the mold. One of my most successful clients offers spa treatments for his female employees if a customer goes out of their way to recognize them for great service. Another client provides his employees with a “day off with pay” incentive for every five unsolicited, positive customer comments that he receives. These are just a few examples that are “outside the box.” Be creative and generate a little excitement in your staff for customer service.
• Take the time to acknowledge employees at staff meetings. People want to leave their mark and feel that they matter. Taking the time to recognize them in front of their peers can make a real difference.
8. Ask your customers what they think of your service
The best way to find out if you are satisfying customers is to ask them. Formal efforts could include customer surveys, questionnaires, interviews or comment/suggestion cards. Informally, get out and talk with your customers and your staff. Ask them how they feel about service you are providing. Ideally, use a combination of both methods.
You may be thinking, “Why should I go ask for trouble? Who knows what I might hear if I ask?” That is the point. As you will see in the statistics below, most customers will not voice their disappointment with your service levels. They will simply leave and never return. If you do not ask about the quality of your service, you might make the wrong assumptions and feel that you can reduce service levels because you get few complaints and lead your organization into areas that turn off your customers or cause problems that you never intended.
On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.
In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity. Make the most of each and every one.
Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet—we just leave.
In the 1980’s the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:
96% of dissatisfied customers do not complain directly.
90% will not return.
One unhappy customer will tell nine others.
13% will tell at least 20 other people
Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous cha
If you’re trying to break into the freelance writing market, you might often say aloud, “God, where’s the money in the freelance writing market?! I swear I’ll never dress up like a clown and scare people on the street again…”According to Writer’s Digest 2005 Writer’s Market, copywriting is where it’s at. Copywriter’s make $24-$100 dollars an hour producing copy for businesses. You can earn $330-$6,000 per brochure, flier, or booklet! They are also in demand for ads! And since you blog, you may already be adept at keyword optimization.If you think about it, we already knew who has the money in the world—corporations and small businesses. The same applies for the writing market. Copywriting can make you a fortune (It’s not always fun, but it pays the bills and beyond.). Many copywriters make six-figure incomes!One way to get a copywriting gig is to e-mail small businesses, saying you’re interested in a job. Start small and work your way up to the big dogs. Countless lists of insurance companies, electronic retailers, etc., exist on the
7. Recognize your staff members for outstanding service
• Implement a customer service awards program that recognizes employees for exceptional customer service. Maybe you have tried these without success and do not believe that they work. I would tend to agree if the program were like most I have seen. Try something different; break the mold. One of my most successful clients offers spa treatments for his female employees if a customer goes out of their way to recognize them for great service. Another client provides his employees with a “day off with pay” incentive for every five unsolicited, positive customer comments that he receives. These are just a few examples that are “outside the box.” Be creative and generate a little excitement in your staff for customer service.
• Take the time to acknowledge employees at staff meetings. People want to leave their mark and feel that they matter. Taking the time to recognize them in front of their peers can make a real difference.
8. Ask your customers what they think of your service
The best way to find out if you are satisfying customers is to ask them. Formal efforts could include customer surveys, questionnaires, interviews or comment/suggestion cards. Informally, get out and talk with your customers and your staff. Ask them how they feel about service you are providing. Ideally, use a combination of both methods.
You may be thinking, “Why should I go ask for trouble? Who knows what I might hear if I ask?” That is the point. As you will see in the statistics below, most customers will not voice their disappointment with your service levels. They will simply leave and never return. If you do not ask about the quality of your service, you might make the wrong assumptions and feel that you can reduce service levels because you get few complaints and lead your organization into areas that turn off your customers or cause problems that you never intended.
On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.
In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity. Make the most of each and every one.
Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet—we just leave.
In the 1980’s the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:
96% of dissatisfied customers do not complain directly.
90% will not return.
One unhappy customer will tell nine others.
13% will tell at least 20 other people
Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous cha
A bungled investigation can quickly turn a reasonable, still employed complainant into a hurt, damaged and angry former-employee-plaintiff. --AnonymousFor Tammie C. Allen, former admin assistant to MTSU President Sidney McPhee, the unsolicited advances, kisses, groping and requests for sexual activities from her boss were less injurious than the humiliating and biased sexual harassment investigation that followed her complaint. She expressed this outrage in a civil complaint, seeking monetary redress for incurred medical expenses and "severe emotional distress, mental anguish, indignation, wounded pride, shame and despair." Among the allegations: the investigators were under the direct supervision of the alleged offender; Ms. Allen’s attempts to provide the investigators with more witnesses to the alleged sexual harassment were ignored; Allen took a polygraph test in November to prove her case, but the TBR refused to consider that as a piece of evidence; her request for a meeting to discuss the findings of the investigation was denied; she recei
On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.
In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity. Make the most of each and every one.
Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet—we just leave.
In the 1980’s the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:
96% of dissatisfied customers do not complain directly.
90% will not return.
One unhappy customer will tell nine others.
13% will tell at least 20 other people
Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous challenge. So I ask you, what can you do to improve the service you provide? Implement these eight steps and begin to excel at providing a superior customer culture today!
©Anthony Mullins - Elite Coaching Alliance 2005
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