It's the 21st century! We're a tech savvy group, using Twitter, Facebook, blogs, emails, to keep in contact with customers and clients. But one day, and it will happen, one of those tools we use won't work. Or two tools, or three, and so on. It's going to happen and then it'll happen again. What do you tell your customers? The truth?
It's my experience that honesty is almost always the best policy.
There are going to be times when you're at work, but aren't able to work. The situation will dictate how honest to be with your customer. It really breaks down into two things, situations beyond your control and situations you can control.
So, back to my first example: tools aren't working. This is an instant where it's okay to politely tell your customer there are system issues. They know it'll happen, it's happened to them, they'll empathize. If it's an internal customer, odds are they are having the same issues.
That does not give anyone an excuse to drop the ball. A notepad and a pen is all that's needed to keep a list of issues to look up when things are working. Tell the customer you've written down whatever the issue is, read it back, and then, when tools are working, clear that list. Follow up on each item written down. Then follow up with each customer, give them an update or resolution.
So, situations you can control. The most important thing you bring to work everyday: your attitude. Personal issues are just that, personal. The person on the other end of that phone or email is not going to empathize that you went out on a bender the night before and are feeling it still at 1 PM. You and your significant other are having a fight, your kid is acting up in school, yes it's happened to everyone. Doesn't mean you should let it affect how you handle business. Your customers didn't call or email to hear about the drama of the day.
Personal issues should be left in the car when you get to work. It's WORK, so yes, it takes more effort some days than others to work with a smile and give great service. That's part of being a professional.
That professionalism needs to carry you throughout the work day, and shouldn't stop once you leave your desk, call center floor, front of the house, front desk, where ever it is you interact with customers. Just because the person you just got off the phone with acted as if they should get preferential treatment doesn't mean next break you should belittle that customer to co-workers. And, just because another co-worker engages in that kind of behavior doesn't mean everyone else gets too. There are ways to handle that sort of stressor, and we'll get into those later.
So, is honesty the best policy? A majority of the time, yes.Your customers are not dumb people, give them some respect and treat them you want to be treated. Do that, and you'll give the very best customer service!
Friday, June 24, 2011
Friday, June 17, 2011
Customer Service Tip
Good customer service... It something that I see slipping, slowly but surely, as we get more connected via email, Twitter, Facebook, texting. As it becomes easier and faster to communicate, the standards for professional behavior have to be in the forefront.
Anyone you communicate with is a customer, whether its internal or external. Your buddy in the next cube, if you ask about anything work related, that's your customer. The client you call to explain an email, ask a question, try to close an order, that's your customer. Your boss when they come by asking how's that report coming along? That's your customer.
It's always important to remember, whoever you communicate with, via email, phone, text, tweet; if it's work related, that is YOUR CUSTOMER! Make your communication the way you would expect if someone is communicating with you.
This is easy enough to remember when you're dealing with an actual customer, a Client. Even if you have a good, relaxed, relationship with that Client, that's a CLIENT! so most communications are written with that in mind.
It becomes very important to remember that people you work with are also your customers. Just because an email you send isn't going to be seen by an external customer doesn't mean you should lower your standards or expectations. Don't write an email to someone as if you were their boss when you aren't. Don't be too casual even if it's a friend. Keep language professional, use the right spelling and grammar. At some point, any email you've sent out can be pulled up and reviewed. Is that email you're about to send something you'd want the CEO to look at?
If that person on the other end of your communication is someone you think is an idiot, a moron, how do they keep their job here? None of that matters. That person is your customer, so address them that way.
All you can do is keep in mind that each person you communicate with is your customer. Treat them the way you want to be treated as a customer, and you'll rarely make a misstep in your communications.
Anyone you communicate with is a customer, whether its internal or external. Your buddy in the next cube, if you ask about anything work related, that's your customer. The client you call to explain an email, ask a question, try to close an order, that's your customer. Your boss when they come by asking how's that report coming along? That's your customer.
It's always important to remember, whoever you communicate with, via email, phone, text, tweet; if it's work related, that is YOUR CUSTOMER! Make your communication the way you would expect if someone is communicating with you.
This is easy enough to remember when you're dealing with an actual customer, a Client. Even if you have a good, relaxed, relationship with that Client, that's a CLIENT! so most communications are written with that in mind.
It becomes very important to remember that people you work with are also your customers. Just because an email you send isn't going to be seen by an external customer doesn't mean you should lower your standards or expectations. Don't write an email to someone as if you were their boss when you aren't. Don't be too casual even if it's a friend. Keep language professional, use the right spelling and grammar. At some point, any email you've sent out can be pulled up and reviewed. Is that email you're about to send something you'd want the CEO to look at?
If that person on the other end of your communication is someone you think is an idiot, a moron, how do they keep their job here? None of that matters. That person is your customer, so address them that way.
All you can do is keep in mind that each person you communicate with is your customer. Treat them the way you want to be treated as a customer, and you'll rarely make a misstep in your communications.
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