In the best of all worlds, happy customers mean loyal customers. Loyal customers
talk, create buzz and can be an advocate that leads to more customers. Customers
want an exceptional experience and will quickly switch to another company to get that
experience. Average and mediocre will be your ticket to customer loss. In a recent survey
done by Forrester Research, 76% of executives said they want to differentiate with a
customer experience. However the majority of the same executives state no clear strategy
or budget have been created to support this goal. How can you stand out from the crowd
and move to delivery vs. intention only. Get started with these strategies –
1. Allow team members to use common sense and discretion. Do you have enough
data at the fingertips of everyone so this is a reality? Customers do not want to
repeat themselves to multiple people. They do not want to demand a manager.
They want a real person who can listen and act.
2. Make it easy and simple for the customer across all channels. The best companies
are diligently working at “marrying” the information from the multiple channels
that the customer accesses. Don’t let one touchpoint be the reason they leave you.
3. Make exceptional experience an expectation. Train it, reward it, imagine it and
allow it.
4. Deliver proactive service. This is the key to staying ahead of your competition.
Reach out with information before the customer encounters a problem. This is
a cultural shift away from reactive service. Proactive means anticipating needs,
communicating and building trust.
Customers want an outstanding experience and will shop around for it. Make certain you
deliver one that causes them to stick around.
Tuesday, March 13, 2012
Monday, January 23, 2012
The 4 Customer “Must Haves”
Let me state the obvious - customers are very demanding and
extremely tough to satisfy. The best companies are trying to figure
out how to stay one step ahead of the fickle customer. And although
there are many initiatives and “must haves”, however let’s start with
this short list –
1. Deliver the product or service right the first time. Be
consistent. Be reliable. This means looking at processes,
systems and the skills of your people. Getting the basics
right solves most of your issues and can create very loyal
customers. Customers love one contact and no hassles.
2. Make it easy. Multichannel access is a must. You know this
but what you know needs to match the reality of how you are
engaging your customers. Customer’s desire for transparency
is here to stay. They like the access to information and
knowledge of how your company works. The customer
knows how to work the system, you better be connected and
responsive – fast is the operative word.
3. Have fixes ready. Customers want problems fixed fast. It is
likely unhappy customers are on hold with your call centers
while tweeting their dissatisfaction. Have real people ready
with real answers – not scripts. Your representatives are the
voice and ambassador of your company. Use them wisely to
amp up customer loyalty.
4. Give them a reason to return. Customers want a memorable
experience. They will tell others and become your advocate.
With customers becoming so savvy, the world is now your
competition. Customers compare all service experiences not
just ones in your industry. Stop talking about improving the
experience and strengthen the relationship, start doing it.
Your team holds the keys to making the experience one that
creates positive buzz.
Customers are picky, demanding and impatient. Their “must
haves” will drive them to shop around. Make certain your service
will have them stick with you for the long haul.
#custserv
extremely tough to satisfy. The best companies are trying to figure
out how to stay one step ahead of the fickle customer. And although
there are many initiatives and “must haves”, however let’s start with
this short list –
1. Deliver the product or service right the first time. Be
consistent. Be reliable. This means looking at processes,
systems and the skills of your people. Getting the basics
right solves most of your issues and can create very loyal
customers. Customers love one contact and no hassles.
2. Make it easy. Multichannel access is a must. You know this
but what you know needs to match the reality of how you are
engaging your customers. Customer’s desire for transparency
is here to stay. They like the access to information and
knowledge of how your company works. The customer
knows how to work the system, you better be connected and
responsive – fast is the operative word.
3. Have fixes ready. Customers want problems fixed fast. It is
likely unhappy customers are on hold with your call centers
while tweeting their dissatisfaction. Have real people ready
with real answers – not scripts. Your representatives are the
voice and ambassador of your company. Use them wisely to
amp up customer loyalty.
4. Give them a reason to return. Customers want a memorable
experience. They will tell others and become your advocate.
With customers becoming so savvy, the world is now your
competition. Customers compare all service experiences not
just ones in your industry. Stop talking about improving the
experience and strengthen the relationship, start doing it.
Your team holds the keys to making the experience one that
creates positive buzz.
Customers are picky, demanding and impatient. Their “must
haves” will drive them to shop around. Make certain your service
will have them stick with you for the long haul.
#custserv
Tuesday, January 3, 2012
Customers Deserve Better
When customers call a company, they deserve the best treatment. However,
many organizations continue to abuse their customers with poorly thought out
phone handling. The guilty companies range for the largest to the smallest.
The reality is, most companies do not want the calls. Their desire is for the
customer to check the website first, to engage in live chat
or communicate via social media. Most customers have tried one of those
options and as a last resort pick up the phone. So when the experience is
daunting or down right rude, customers get even more frustrated.
It is time to do a review of what customers go through when calling your
company. I recommend a small team, including a director level person,
to check your roadblocks and make the needed changes.
Here’s where to get started –
1. Act as if you are the customer. Listen closely and experience the call
process. I know you have done this before – do it again.
2. Get rid of the instructions that inform the customer, “Listen carefully
as our menu has changed.” Most of your customers do not call you
often enough to have the menu memorized. We don’t know or care
that it has changed. Just give us the choices, the fewer the better.
Also, give us the one chosen most frequently upfront, like press 1 not 6.
For example, physician’s office are the worst offender of this one –
“to make an appointment press 5”. I don’t think pharmacies call more
often than patients yet that option is always stated before the patient
focused ones.
3. Stop telling the customer, “Your call is very important to us, the next
available representative will be with you soon.” Say it once. The more
you repeat the same script the more it angers the customer and they
will not believe you. Change up the recording – some script, some music,
some information about products and services. And please don’t tell the
customer to go to the website, it is very likely they’ve tried it already and
may even be on it while having to listen to the recording, angrily.
4. Listen to the customer representative scripts. Is it time to let the team
be more respectful and engaging? Customers are exhausted with the
programmed scripts. They do not create a real conversation. The
customer called to speak to a real live person – not one with a script
and limited options. Remember the customer thinks their situation is
unique, so listen well and engage them.
Customers will love you when you hire smarter, train better and coach often.
Your team will love working for you and in an empowered environment.
You will get loyalty from customers and employees. Your phone handling
is part of the customer experience. If the customer has to call you, give them
what they deserve – easy to access real people with real answers.
#custserv
many organizations continue to abuse their customers with poorly thought out
phone handling. The guilty companies range for the largest to the smallest.
The reality is, most companies do not want the calls. Their desire is for the
customer to check the website first, to engage in live chat
or communicate via social media. Most customers have tried one of those
options and as a last resort pick up the phone. So when the experience is
daunting or down right rude, customers get even more frustrated.
It is time to do a review of what customers go through when calling your
company. I recommend a small team, including a director level person,
to check your roadblocks and make the needed changes.
Here’s where to get started –
1. Act as if you are the customer. Listen closely and experience the call
process. I know you have done this before – do it again.
2. Get rid of the instructions that inform the customer, “Listen carefully
as our menu has changed.” Most of your customers do not call you
often enough to have the menu memorized. We don’t know or care
that it has changed. Just give us the choices, the fewer the better.
Also, give us the one chosen most frequently upfront, like press 1 not 6.
For example, physician’s office are the worst offender of this one –
“to make an appointment press 5”. I don’t think pharmacies call more
often than patients yet that option is always stated before the patient
focused ones.
3. Stop telling the customer, “Your call is very important to us, the next
available representative will be with you soon.” Say it once. The more
you repeat the same script the more it angers the customer and they
will not believe you. Change up the recording – some script, some music,
some information about products and services. And please don’t tell the
customer to go to the website, it is very likely they’ve tried it already and
may even be on it while having to listen to the recording, angrily.
4. Listen to the customer representative scripts. Is it time to let the team
be more respectful and engaging? Customers are exhausted with the
programmed scripts. They do not create a real conversation. The
customer called to speak to a real live person – not one with a script
and limited options. Remember the customer thinks their situation is
unique, so listen well and engage them.
Customers will love you when you hire smarter, train better and coach often.
Your team will love working for you and in an empowered environment.
You will get loyalty from customers and employees. Your phone handling
is part of the customer experience. If the customer has to call you, give them
what they deserve – easy to access real people with real answers.
#custserv
Tuesday, October 25, 2011
Customer Service is Good Medicine
When a medical practice gets customer service right, it is worthy of examining and
applauding. Unfortunately, I found myself having this positive service experience at
Resurgeons Orthopaedics of Atlanta. I say “unfortunately” due to a nasty break and
injury to my arm and shoulder. The brief back story is, I had a fall in Mexico, got to visit
the international hospital, knew the injury required surgery (which I preferred happen
in the states) after stabilization of my arm we left on a flight about 15 hours after the fall.
A friend back in Atlanta worked hard at securing an appointment with an ortho surgeon.
Within three hours of arriving back home, I was at Resurgeons. Fortunately, I had no
reason to have a relationship with them until this accident. My surgeon, Evander Fogle,
his assistant Mary Bligh, R. N., and the front office impressed even in the face of my
incredible pain. Here is what worked so well in this large busy orthopaedic practice.
-
Warm Welcome. My husband and I were met with eye contact and friendliness.
The front desk was responsive and attentive. The area was open with none of the
usual barriers of glass windows and clipboards slid back and forth between the
patient and hidden away staff.
-
Expressive and Engaged. The team was personable and treated me as a real
person or should I say customer. The receptionist immediately asked what
happened, acknowledged my pain and then assured me they would take care
of me. The sling from the Mexico hospital visit caught her attention and she
humorously let me know they could do better to alleviate the pain. After all this,
she moved to the required paperwork. Most medical practices are concerned with
paperwork first and foremost, concern for the patient/customer is usually a distant
second.
Dr. Fogle and Mary continued the warm welcome and engagement. They
were efficient but did not give the impression they must get moving to another
patient. Both continued the banter of the poor sling and were impressed with
my “undermedication” for the last 20 hours and how I seemed to handle it.
The conversation and examination showed their medical skills and expertise.
The medical profession does not require customer engagement however
they choose to do it.
-
Responsiveness and Reassurance. Dr. Fogle and Mary listened to my needs –
and arranged for fast surgery so the healing could begin and I could work
with clients for upcoming some engagements. I pleaded for permission to travel
within an unreasonable amount of time. The doctor (and my husband) prevailed
on forbidding that short timeline.
However, the doctor was responsive with a fast surgery and then reassured me
of a recovery that would accommodate work within 5 days. Both offered phone
numbers for easy access and reached out with personal calls to check on me after
release from the hospital. Again, there were real human connections with me
the patient/customer. For years, I have talked about “processing the customer
vs. serving the customer”. This team really serves and connects which creates
positive lasting impressions.
Dr. Fogle and Mary know the customer comes first and is the reason for the existence
of their practice. Exceptional medical expertise and surgical skills are the given and the
expected, yet they go beyond to making the customer experience count. My preference
would have been to never need Resurgeons however things happen. In this case, I was
fortunate to fall into the able hands and care of this medical team.
Customer service is definitely good medicine.
#custserv
applauding. Unfortunately, I found myself having this positive service experience at
Resurgeons Orthopaedics of Atlanta. I say “unfortunately” due to a nasty break and
injury to my arm and shoulder. The brief back story is, I had a fall in Mexico, got to visit
the international hospital, knew the injury required surgery (which I preferred happen
in the states) after stabilization of my arm we left on a flight about 15 hours after the fall.
A friend back in Atlanta worked hard at securing an appointment with an ortho surgeon.
Within three hours of arriving back home, I was at Resurgeons. Fortunately, I had no
reason to have a relationship with them until this accident. My surgeon, Evander Fogle,
his assistant Mary Bligh, R. N., and the front office impressed even in the face of my
incredible pain. Here is what worked so well in this large busy orthopaedic practice.
-
Warm Welcome. My husband and I were met with eye contact and friendliness.
The front desk was responsive and attentive. The area was open with none of the
usual barriers of glass windows and clipboards slid back and forth between the
patient and hidden away staff.
-
Expressive and Engaged. The team was personable and treated me as a real
person or should I say customer. The receptionist immediately asked what
happened, acknowledged my pain and then assured me they would take care
of me. The sling from the Mexico hospital visit caught her attention and she
humorously let me know they could do better to alleviate the pain. After all this,
she moved to the required paperwork. Most medical practices are concerned with
paperwork first and foremost, concern for the patient/customer is usually a distant
second.
Dr. Fogle and Mary continued the warm welcome and engagement. They
were efficient but did not give the impression they must get moving to another
patient. Both continued the banter of the poor sling and were impressed with
my “undermedication” for the last 20 hours and how I seemed to handle it.
The conversation and examination showed their medical skills and expertise.
The medical profession does not require customer engagement however
they choose to do it.
-
Responsiveness and Reassurance. Dr. Fogle and Mary listened to my needs –
and arranged for fast surgery so the healing could begin and I could work
with clients for upcoming some engagements. I pleaded for permission to travel
within an unreasonable amount of time. The doctor (and my husband) prevailed
on forbidding that short timeline.
However, the doctor was responsive with a fast surgery and then reassured me
of a recovery that would accommodate work within 5 days. Both offered phone
numbers for easy access and reached out with personal calls to check on me after
release from the hospital. Again, there were real human connections with me
the patient/customer. For years, I have talked about “processing the customer
vs. serving the customer”. This team really serves and connects which creates
positive lasting impressions.
Dr. Fogle and Mary know the customer comes first and is the reason for the existence
of their practice. Exceptional medical expertise and surgical skills are the given and the
expected, yet they go beyond to making the customer experience count. My preference
would have been to never need Resurgeons however things happen. In this case, I was
fortunate to fall into the able hands and care of this medical team.
Customer service is definitely good medicine.
#custserv
Monday, September 26, 2011
Does Attitude Matter? Customers and Employees Think So. What About You?.
We’ve all heard the platitudes about having a positive attitude.
Does it really make a difference in the workplace?
It is an interesting question since none of us are perfect and attitude
may not be our strong suit. A 2010 study by Stanford Research Institute
and Carnegie Mellon Foundation with Fortune 500 CEO’s found that
75% of long term job success depends on people skills, while only
25% depended on technical knowledge. The soft skills seem to matter
the most. Executives want team players and people who can work well
with each other.
The soft skills needed are:
- Communication skills
- Positive and productive interactions with others
- Showing manners and kindness
- Being on time
- Willing to be accountable
- Having a positive and professional attitude.
I have always questioned why they are called soft skills since for many they are the hardest
skills to practice everyday. How about calling them “common sense skills for any person
working”.
The secret to job security may be - show up, be a team player, do your job, act
appropriately and have a positive attitude. The benefit will be satisfied customers, happier
co-workers and possibly a richer bottom line.
#custserv
Lisa's Site
Does it really make a difference in the workplace?
It is an interesting question since none of us are perfect and attitude
may not be our strong suit. A 2010 study by Stanford Research Institute
and Carnegie Mellon Foundation with Fortune 500 CEO’s found that
75% of long term job success depends on people skills, while only
25% depended on technical knowledge. The soft skills seem to matter
the most. Executives want team players and people who can work well
with each other.
The soft skills needed are:
- Communication skills
- Positive and productive interactions with others
- Showing manners and kindness
- Being on time
- Willing to be accountable
- Having a positive and professional attitude.
I have always questioned why they are called soft skills since for many they are the hardest
skills to practice everyday. How about calling them “common sense skills for any person
working”.
The secret to job security may be - show up, be a team player, do your job, act
appropriately and have a positive attitude. The benefit will be satisfied customers, happier
co-workers and possibly a richer bottom line.
#custserv
Lisa's Site
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