Guest Blogger Rebecca Morgan Asks, “When Should Extra Charges Be Disclosed?”
September 02nd, 2010 | Author: Marilyn

Today’s guest blogger is Rebecca Morgan, CSP, CMC. You’ve seen her on Oprah. She’s been featured in the Wall Street Journal, USA Today, Malaysia’s Star newspaper and the Borneo Bulletin, to name a few. She is an international speaker, bestselling author – a pro at workplace effectiveness.

No one likes a surprise bill. Whether if it’s for more than  expected, or for something you thought was included in the price. So when should any extra charges be discussed?

Common sense says they should be discussed before the service is provided or the product delivered. But some employees are either timid about mentioning it or not aware that the customer may have a problem with the increased charge.

Case in point: A recent unexpected charge after a doctor’s visit.

For the last 10 years, I’ve belonged to an HMO that covers nearly everything for a reasonable co-pay. Name-brand prescriptions are more, and a few procedures may cost an extra co-pay. I’m grateful that I’ve been healthy and not had onerous health expenditures. So imagine my surprise to be billed $550 for a 30-second medical procedure that I thought was included in my co-pay.

Common sense says that any unexpected charges should be discussed before the service is provided or the product delivered.

While I suppose I should have asked the doctor if there would be an extra charge, it wouldn’t have occurred to me to ask since in the last 10 years, I’ve not been charged more than the co-pay for this bi-annual check up. I realize that doctors often don’t know if there is an extra charge, but I think now, in these days of financial uncertainty, it is their responsibility to discuss with the patient that there may be. There can then be a discussion on how critical the procedure is and the nurse or MA can look up the charge before the procedure is done. I think saddling a patient with an unexpected $550 charge for a non-critical procedure is unacceptable. more…

Category: Best practices, Communicating with Customers, Customer Service, Dissatisfied customer, Uncategorized, guest blogger, medical customer service  | Tags: Customer complaints, Customer Service, education and training, Management Training, training and development, training consultant, training program  | Leave a Comment
What If You Just Don’t Feel Like It? Compartmentalize and Do It Anyway!
August 30th, 2010 | Author: Lori

Service providers are the front line of every company’s efforts to stay solvent in a challenging economy. Your attitudes and actions can make or break a customer relationship. Your job is to be friendly, welcoming, attentive AND patient — no matter what. But what do you do if you just aren’t in the mood? What if you just don’t feel like being nice? Then what?

There’s a great little trick that can be extremely useful when things in your personal life (or even at work) are particularly challenging. In fact, I’d be willing to bet you already do it.  It’s called compartmentalizing and it works. If you can practice it, until it becomes second nature, being an effective service provider in any and all circumstances will become much much easier.

Compartmentalizing refers to the practice of setting something aside, consciously separating it from what’s currently happening, so you can do what you need to do.

Here’s a quick example. Let’s say you and your spouse or significant other are driving to a dinner party. You’re not pleased with a snarky comment that was made earlier in the day and you decide to bring it up as you’re driving. Unfortunately, the discussion doesn’t go well and a little tiff breaks out. Neither of you is happy and it even gets a little heated. Though somehow, when you get out of the car and walk up to the door, you’re both able to set aside the conflict and bad feelings so that you can greet your host with a big hug and proceed to enjoy a wonderful evening. Funny how that works, right?

Once the party’s over, if you still need to finish the conversation/argument, you can. Though in most cases, by the time a few hours have gone by, the negative energy has dissipated and neither of you is interested in bringing it up again.

The same type of “setting aside” can be extremely effective when you have something challenging happening at work and you don’t want it to negatively impact your service performance. Put your complete focus on what you’re doing – really be where you are, doing what you’re doing – and you’ll be able to compartmentalize.

Put any negative feeling or bad attitude that comes your way aside – knowing that you can come back to it later – when you’re “ON” as a service provider. It can be as simple as deciding to give your customers the best service you can no matter what.

What do you think? Do you know how to compartmentalize? What would happen if you practiced the next time you had a challenging day?

Category: Delighting customers, Mood Management, Shifting Moods, attitude, customer service mindset, customer service performance  | Leave a Comment
Guest Blogger Brian Jameson Shares: 6 Pieces of Research Every Customer Service Pro Should Know
August 26th, 2010 | Author: Marilyn

Today’s guest blogger is Brian Jameson. Brian is the Marketing Director for RiverStar Software, where he focuses on Product Marketing, including market research, product innovation, and content marketing. RiverStar provides Customer Experience Software (Agent Desktop, Web Self Service, Social Monitoring & Engagement, & BPM Tools) for Enterprise Contact Centers & Contact Center BPOs. Brian recently received an MBA from the Thunderbird School of Global Management (Ranked #1 in Int’l Business by US News).

Looking to make your point in a presentation about customer service? Trying to sell the case to the boss about why he or she should really care about the customer experience? Considering a foray into social customer service? How about some facts and figures about Social CRM? Stats make a good argument, and help give you instant credibility. On top of that, they are interesting and fun to read. Here are a few that you may find valuable whether you are making the case to the executive team or simply writing a blog post.

1. Good customer service = Bottom line results.

  • Stat(s): A majority (61%) of Americans report that quality customer service is more important to them in today’s economic environment and will spend an average of 9% more when they believe a company provides excellent service.
  • Source: American Express Global Customer Service Barometer, August 2010

An overwhelming 85% of your business could potentially be lost due to poor customer service.

2. Poor customer service = Lost customers.

  • Stat(s): 17% will leave you after a single service mess up; 40% will leave you after two blunders and 28% will leave after the third mistake. That adds up to an overwhelming 85% of your business that could potentially be lost due to poor customer service.
  • Source: BIG Research, Jun 2010

3. Declining consumer use of telephone as a support channel = increasing use of self service as a support channel.

  • Stat: 45% of consumers prefer to communicate with customer service over NON-telephone channels (i.e. web self service, social media, email, etc).
  • Source: Ovum, Genesys “Global Cross Channel Survey”, March 2010
  • Stat(s): 36% of online US customers crave self-reliance for service. That preference is even stronger among younger customers: 46% of 18- to 29-year-olds and 42% of 30- to 42-year-olds prefer to be self-reliant. Only 28% of respondents prefer to resolve a service issue by speaking to someone on the phone.
  • Source: Forrester Research more…

Category: Customer Service, guest blogger  | Tags: Customer Experience, Customer Service, customer service statistics, Research, Social CRM, Stats  | Leave a Comment
Four Triggers that Flare Up Workplace Tensions and How to Curb Them
August 23rd, 2010 | Author: Marilyn

Customers (and those who serve them) react most strongly to one of four main stressors: loss of control, rejection, being wrong, or facing conflict. The more aware you are of how these triggers affect you and those who work with you, the more capable you will be at reducing workplace tensions and communication breakdowns.

LOSS OF CONTROL – It’s empowering to be in control. A loss of control can be upsetting. (It’s the reason so many kids have tantrums when their parents say, “No!”) Have you ever noticed that when you go into a meeting, some have a strong need to know what the agenda will be, while others couldn’t care less? Those who are most stressed by a loss of control tend to be people who like to make decisions, take action, and compete. When you are dealing with a customer or coworker whose main stressor is loss of control, you can ease their tensions by offering choices. Even a small choice, like selecting between two places to wait or choosing between receiving notification by phone or email when a delayed part arrives, can have a significant impact on their ability to calm down and deal more effectively with a challenging situation.

REJECTION – People have a natural desire to belong. No one likes to be rejected. However, some find it more distressing than others. You may know a few customers or coworkers who have a stronger desire than others to be liked. They feel hurt by a disapproving look or word, and they’re more sensitive than others when their requests or ideas are shot down. For those who are known to run in a large sphere of friends, are seen as influential, and can be a bit chatty, a rejection can be particularly threatening. When you’re interacting with someone whose main stressor is rejection, don’t be quick to dismiss their thoughts and ideas. Let them talk, and acknowledge their point of view. That can be enough to take the sting out of a declined request. more…

Category: Communicating with Customers, Developing People, Listening, customer service performance, internal customer  | Leave a Comment
Guest Blogger Rich Gallagher Shares: Dear Retail Store…
August 18th, 2010 | Author: Gladys

Today’s guest blogger is Rich Gallagher. He is one of the nation’s leading experts on communications skills. His eight books include “What to Say to a Porcupine” (AMACOM, 2008), a national #1 customer service bestseller and finalist for 800-CEO-READ’s 2008 Business Book of the Year, as well as his latest book “How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work” (AMACOM, 2009). His firm, Point of Contact Group. has trained over 10,000 people on what to say in difficult customer and workplace situations.

Dear Retail Store,

Here’s why I don’t buy things from you anymore.

Today I was at a bookstore getting some professional books for my graduate work. Yes, I could have ordered them online, like I usually do. But I read them first in your store, and wanted to be fair about it. So here I was at your checkout counter with about a hundred dollars worth of books.

Some brilliant person at your headquarters discovered that by hassling Every Single Paying Customer to purchase these memberships, their revenue went up.

But instead of simply ringing up my copy of Psychotherapy for Fun and Profit, you started asking me a whole bunch of questions. It went something like this:

“Do you have our membership card?”
“Sorry, I do not.”
“Would you like to purchase one? It is only $25.”
“No thank you.”
“But you would save $14 on your purchase today if you bought one.”
“No, thank you.”
“So tell me, do you live around here?”
“Yes.”
“Well, then, you would certainly save money if you purchased this card. You are more than halfway there already with today’s purchase.”
“No, thank you. Really.”
“Don’t you buy enough books to make this worthwhile?”
“I usually purchase my books online.”
“Well, your membership will save you money on our website, as well.” more…

Category: Communicating with Customers, Customer Relationship Management, Dissatisfied customer, guest blogger  | One Comment
A Few More Thoughts on JetBlue’s Steven Slater…
August 16th, 2010 | Author: Lori

The continuing coverage of JetBlue flight attendant Steven Slater and his infamous exit from a plane (and possibly his job) last week offers some great food for thought for those in customer service. Here are some interesting angles that may be useful topics of discussion at your workplace.

Can You Both Command and Serve? Flight attendants have to endure great disparity in their roles – they have to both direct the actions of their passengers (for safety) and make them comfortable (for satisfaction.) It’s a challenging role that can cause major internal conflict. How can you be stern when necessary, without alienating your customer? And how can you be kind when someone is acting out? This type of service is common in many industries and the right approach varies for each. For example, in the medical field, patients can be difficult. They don’t feel well and they may be undergoing painful tests and procedures.

It is imperative, in this type of service, that you and your team rehearse potential scenarios. When your response to difficult situations is practiced, you’ll be able to keep your own emotions in check. Another way to ingrain positive service approaches is to hold weekly staff meetings, during which your managers review difficult situations they encountered and how they solved them. This allows younger staff members to learn from the experiences of more seasoned employees.

What If You’re Going to Explode? What if – like Steven Slater – you feel like you just can’t handle any more customer contact? Before you blow it and potentially lose your job (or worse – get crazy amounts of media attention for your bad behavior), stop and take three really deep breaths. I know it sounds trite, but deep breaths have a physically calming effect. Deep breathing activates the parasympathetic nervous system, releasing hormones that work to relax you. If you are able, take a short walk outside AND take a really deep breath of some fresh outside air. The change of scenery will help, too. If you don’t feel that either option will be enough to calm you down, go to a manager or a co-worker for immediate assistance. Let them manage the customers while you take a break.

What If Your Customers Are Stressed Out and Combative AND You’re Not Up to the Challenge? The airline industry has struggled financially and politically for the last several years. Since 9/11, passengers have to go through heightened security procedures, can’t bring as much as a bottle of water on a flight, and sometimes feel like suspects from the minute they enter the airport. With the recent financial instability and corporate mergers in the airline industry, flying customers are offered less amenities while flight attendants suffer pay cuts and lay-offs. It’s a volatile situation that leaves many customers crabby and combative before they even take their assigned seat. What if you’re not up to the challenge of the new airline industry customer? more…

Category: Communicating with Customers, Customer Service, Tough Economic Times, attitude, customer service performance  | Tags: JetBlue, Steven Slater, stress management  | One Comment
JetBlue’s Steven Slater Strikes a Chord with Overstressed Workers: A Few Resiliency Tips
August 12th, 2010 | Author: Marilyn

JetBlue Air Steward Steven Slater struck a chord with overstressed service people this week, when he did what many only dream about — tell the customer off and abandon ship. It’s no wonder. Customers are more demanding, businesses are leaner, and the competition for consumer dollars is fierce. That adds up to the kind of stress that can turn ugly.

“Mr. Slater doesn’t seem proud of what he did. While he may embody what many of us would like to do when we get overstressed, he’s a professional service provider. I’m willing to bet he’s upset with himself. It isn’t easy to handle unexpected anger in a constructive way,” said Marilyn Suttle, co-author of customer service bestseller “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” with Lori Jo Vest. The two authors offer these tips to companies who may be concerned about overstressed customer service staff.

Don’t be shocked, be prepared – The surprise of being treated rudely can shut down the reason centers of the brain and produce a fight, flight, or freeze reaction.  Businesses who regularly conduct “war game” meetings empower employees with a plan of action to protect themselves.

Sidestep last-straw syndrome – The issue isn’t always what it appears to be.  Mounting pressures can cause an employee to lose control. Service providers need a place to share their frustrations constructively and learn stress reducing strategies.

Train now or pay later – When budgets are tight, stress-management, resilience, and customer service training may be the first programs to go. People can work well under pressure when they have the emotion management tools to succeed.

Define limits – When a customer crosses a line into dangerous and abusive behavior, employees who do not feel supported are more likely to snap. Put a plan in place for managing customers who cross the line from difficult to abusive. more…

Category: Customer Service, attitude, customer service performance  | One Comment
Don’t Kill the Customer – Manage Your Emotions
August 09th, 2010 | Author: Marilyn

Urgh!!!

Have you ever noticed that certain customer service situations can raise your stress level right off the charts?  Even when you feel capable of managing these types of situations well, you may feel like you need a nap (or a new career) to recover. Here are four tips that will help you rebound quickly by raising your resilience.

The 4 R’s for Managing Your Emotions:

Refrain. Before you snap at an unreasonable client or dump your troubles on a coworker, take a moment to pause. Refraining is not as easy as it sounds. There’s a child-like part in all of us that wants to lash out or throw a tantrum. It may feel awkward to stand in silence for a moment as you consider your options, but it gets easier with practice. Refrain long enough to consider the outcome you desire and choose how you will respond.

Reframe. Your interpretation of a situation determines how well you feel and perform. When a customer comes in with an angry expression on his face, it’s as if you take a mental snap shot that you then put into a “frame of mind.”  You might frame it this way:  “Joe is a pain in the neck. How dare he scowl at me! I hate being nice to nasty people.” When your frame of mind is distressing, reframe it. Here’s an example: “Joe looks upset. Seems like he needs someone to lend an ear, and understand what he’s going through.”

Reframing leaves you feeling more grounded and capable of creating a better outcome for the client, the company, and yourself. When you’re feeling distressed, or start taking a client’s behaviors personally, that’s your indicator that it’s time to reframe.

Relax. Do you make your best decisions when you’re angry? Most will agree that a calm mind is more resourceful than a distressed one. When you’re in the middle of a stressful situation, notice your body. Are your shoulders tense? Is your breathing shallow? Relax your clenched hands, take a few deep breaths, loosen your muscles and you’ll start to feel differently. Relax mental distress by using visual imagery. For example, imagine a big eraser erasing away your tension. Rather than be shocked by challenging situations, be prepared. Take time to create scripts you can recite to yourself that soothe you, such as, “When this is over, I’m going to be so proud of the way I handle this,” or, “No matter what he says or does to me, I’m going to keep my cool.” more…

Category: Customer Service, Mood Management, Shifting Moods, attitude, customer service mindset, customer service performance  | Leave a Comment
Guest Blogger Tim Sanchez Shares: The Power of Social Media, and an Apology
August 04th, 2010 | Author: Gladys

Today’s guest blogger is Tim Sanchez,  the General Manager of ABIS Consulting Group, an enterprise software and consulting firm in Houston, TX. He has provided project management, implementation, and consulting services to a number of small and medium sized businesses since joining the company in 2003. He shares his passion for remarkable customer experiences at DeliverBliss.com.

I wrote a post a couple of weeks ago about a poor experience my wife had at The Gap. I thought it was a good story that conveyed the importance of consistency in the customer experience. I certainly didn’t write it expecting any response or retribution from The Gap, but that’s exactly what I ended up with.

The Gap is Listening

Like most of my posts, it was published around 2:00 AM. By 8:45 AM, someone from The Gap had seen the post (I know this because of the site analytics tool I use). That piqued my interest a little, but I assumed they were using a social listening tool, like Radian6 or something similar. Then the hits really started coming in. The visits and page views from The Gap continued all day; I believe it was over 60 views when I checked it later that afternoon. After the number of visits continued to climb, I started thinking they might actually contact me about the incident, but I wasn’t holding my breath. After all, why should a huge company care about a pissant blogger like me? more…

Category: Communicating with Customers, Customer Service, Dissatisfied customer, Listening, customer service performance, guest blogger, performance, social media  | Tags: Customer Service, Deliver Bliss, the Gap, Tim Sanchez, Who's Your Gladys  | Leave a Comment
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