Service - Inspired!

A Letter to Walmart

2008-07-04T23:24:00.000-07:00

It has been a while since I published a letter from one of my readers. I get several comments via email concerning typical customer service problems we experience daily, but this letter goes into much detail describing a particular frustration that may be familiar to many consumers. The problem is, the customer placed an order online and paid extra for overnight shipping. The items ordered arrived three days later. The company is Wal-Mart - the largest retailer in the U.S. However, as you will soon find out, large does not necessarily mean good, when it comes to customer service anyway. Please read the following excerpts from the perplexed Wal-Mart (former) customer and let me hear your comments:

After repeated (frustrated attempts) to find a phone # or address, I got through to a Customer Service line and explained that I wanted to have an address to where I could send a letter of dissatisfaction and as to why my husband and I canceled our account today. The customer service representative never asked why but gave me a PO Box address in Florida. 'Is there a particular department or name?' "No." I am thinking to myself, what happens when a complaint letter arrives at that PO box? How in the world will it find its way to the right department? Then the representative asks if there is anything else Wal-Mart could do. Yes, I want to explain my story and make a complaint. That is why I needed the address. "OK, thanks for calling today and being a valued Wal-Mart Customer."
AARGGGH!

Then I went online to corporate offices, got that address and phone number, and of course, being a holiday, they were not open. But here was some information I thought you would find interesting. On the Wal-Mart corporate Website are these words:

"Our Three Basic Beliefs as per Sam Walton:
1. Respect for the Individual
2. Service to Our Customers
3. Striving for Excellence"

(I beg to differ that they operate their business by these principles).

I must go on record to say that the CS rep, Tawana, from Wal-Mart.com who called today in response to my email dispute, was very gracious and polite. She listened, she understood, agreed with some of my frustration and even found an error on the site regarding the shipping info on the Eastsport Backpack I ordered that she was going to report. Yet, even with the misunderstanding on the order, the fact that it was not stated clearly that the backpack would not be charged the $.97 as stated for that day's special but would also incur the additional 1-day shipping fee, and that there was an error in how the shipping info was listed; AND the fact that a 'valued customer' was about to cancel the account completely, she would not refund the $14.00 shipping fee in question.

When my husband called to cancel the account, the rep never asked why we were dissatisfied with their customer service. I will say that they accurately and speedily canceled the account because when I went back online to try to send a letter from there, the account was already closed.

I will be sending a letter to the PO Box and I may still dispute paying the additional shipping fee that I am contesting. I will await the bill and see what options are listed there.

Oh and on the Wal-Mart corporate site, they also refer to "Servant Leadership". Yeah, right...

Thanks

It has been my experience that some large companies tend to hide behind the word "POLICY" rather than empowering their employees to do the right thing. Empowered employees use their good judgment in order to fix an injustice to the customer. In this case, the customer believed that by spending more, they could guarantee the arrival of their order in one day. Wal-Mart's shipping policy does not give any such guarantee. The Wal-Mart customer service reps are given certain guidelines by which to abide when dealing with customers. The reps therefore may have the impression of always being in the right if they follow these guidelines. If that is the case, all I can add is that Wal-Mart should add to their "Three Basic Beliefs" a fourth that says, "Whether the customer is right or wrong, they are always the customer!"

DJC

Thank you Herb!

2008-06-28T10:21:00.000-07:00

Every business magazine and business student knows something about Southwest Airlines (SWA). My favorite business leader, Herb Kelleher, who was so significant in making SWA the admired company it is today has retired as Chairman of the Board. I have held off talking about this wonderful company because I was certain that I would only be redundant. I choose to add my two-cents today because airline customers are recently being charged extra by other airlines for things like, baggage of all things! Why are airlines like American resorting to these tactics? Just look at the price signs on the local gasoline stations. The same rising costs have created a crisis at airliner fuel stations. Most airlines have not prepared for these huge rises in jet fuel and are now making their customers pay the price for their inept management. Why hasn't SWA followed suit?

Under Mr. Kelleher's direction, SWA began storing fuel as far back as their beginning years to meet just such a fuel crunch as being experienced today. What began as a small Texas airline, Southwest has grown to become one of the largest airlines in the U.S. Today, Southwest Airlines flies over 104 million passengers a year to 64 cities all across the country, and they do it more than 3,400 times a day. What makes SWA unique?

More than 36 years ago, Rollin King and Herb Kelleher got together and decided to start a different kind of airline. They began with one simple notion: If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline. And you know what? They were right.

For those of you who are not all that familiar with the SWA roots, here is a short synopsis:

Founded in 1971, Southwest Airlines began to establish a consistent pattern of deviating from convention. In 1978 the airline industry was deregulated and 120 plus airlines have gone bankrupt since. Why, in this difficult environment, has SWA continued to grow and thrive? Notably, SWA is the only airline to continuously show a profit every year since 1973. How has SWA managed to increase its traffic by as much as 139%? Here are some facts that might help to understand how SWA has achieved this incredible record:

* The company consistently leads the industry in low fares and dominates the short haul market with an average of 60% market share.
* The company serves over 2400 customers per employee annually - making SWA employees by far the most productive workforce in the airline industry.
* Employee turnover averages 6.4% - again one of the best records in the industry.
* SWA is consistently ranked in the top 100 of the best U.S. companies to work for.
* They have never been forced to lay off employees regardless of external market factors such as recession or high fuel prices.
*They have the best record for baggage handling in the industry.
* They have the best on-time performance record.
* Fewest customer complaints.
* Youngest fleet of airplanes, and the best safety record!

If the above does not convince you that SWA is doing something unique, consider they can turn around an airplane at the gate in 15 minutes. Thats a full 10 minutes faster than their nearest competitor. This allows them to operate with 35 fewer aircraft.

The SWA culture is as unique as its business strategy. The differences begin in the hiring process - they believe in "hiring for attitude and training for skills". You must have a sense of humor to work at SWA, and they insist on having "fun" at work. More importantly, all employees are told to be themselves and treat other employees as "best friends" (Great internal customer service!). Finally, employees are told to establish their own standard of professionalism. They are encouraged to think entrepreneurially and act quickly even if it means disregarding the company bureaucracy. Southwest empowers their employees and expects positive results by eliminating inflexible rules.

Although Herb Kelleher has retired, the high standards and positive attitude he instilled while Chairman and father-figure to all SWA employees carries on. Many airlines have tried to copy Southwest’s business model, and the culture of Southwest is admired and emulated by corporations and organizations in all walks of life. Always the innovator, Southwest pioneered Senior Fares, a same-day air freight delivery service, and Ticketless Travel. Southwest led the way with the first airline web page:southwest.com; DING! the first-ever direct link to customer’s computer desktops that delivers live updates on the hottest deals.

Let me leave you with this quote from the SWA Website:

As you can see, we've been busy these past 36+ years. And we promise that the future will be just as fun-filled and exciting as the last. We've accomplished quite a bit, and along the way we've earned a title no other airline in the industry can claim: the leading low-fare, high-frequency, point-to-point carrier in America. We are proud of our accomplishments, and it just goes to show that time really does fly when you're having fun!

Thanks Herb. I will remain a loyal Southwest Airlines customer because of the great customer service example you and your company pioneered.

DJC

Customer Service Moments of Truth

2008-05-22T12:20:00.000-07:00

Products alone can no longer sustain a company as a market leader, nor can products alone be depended upon to build a small business. Companies across all industries must treat customer service as their primary product - one that can be constantly improved. Providing quality service does not simply provide a competitive edge; it is the Critical Element. Some experts like to call them Moments of Truth . A high quality service encounter raises expectations for all future encounters.

Jan Carlzon, former President of Sacandinavian Airline System (SAS) called "Moments of Truth" - opportunities. He says, "A Moment of Truth is an episode in which the customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression." Each customer contact is a unique, unrepeatable opportunity for a company to differentiate itself from the competition. Every decision should be made with the customer in mind and viewed as another opportunity to make a favorable impression. Unfortunately, failure to satisfy a customer on any Moment of Truth will quickly destroy the customer's memory of good service. On the other hand, getting it right can erase all the wrongs that the customer previously experienced.

The two crucial components of the critical element include: results and process. To focus and manage our customer's Moment of Truth, we can use a simple five-step process:

1. Identify and prioritize each customer episode or contact. This means thinking about every time you come in contact with an internal (I will talk more on this subject in my next posting) or external customer either in person, by phone or email, or through your company process or system. You should then determine which of these customer contacts would have the most impact on customer satisfaction.

2. Develop alternative customer responses. Think of some alternative ways you could improve your response in each of these customer contact opportunities.

3. Decide which responses will delight your customer. Choose the response that will most likely pleasantly surprise your customer and thereby not just meet, but exceeds their expectations. "Delight" Moments of Truth provide unexpected, thoughtful, delightful experiences for the customer. Knowing your customers likes and dislikes makes this easier.

4. Create a service standard to ensure basic customer satisfaction. When a response delights your customer, think about writing it down and using it for all of your customers. That's when it becomes a standard. Be careful, after a customer has become accustomed to this "delightful" Moment of Truth, they may begin to expect the experience and this becomes a "basic" Moment of Truth. Exceeding expectations requires a continual desire to improve. You will need to remain creative to continue to delight the customer.

5. Measure customer satisfaction on each Moment of Truth. Find a way to continually check to see if it's time to improve or change your standard response. Strive to provide breakthrough quality service on specific Moments of Truth by using the personal thoughts and creativity of everyone in your organization.

Reflect on what the competition does to set their customer service bar high. Ask your customers what they expect. Ask your teammates what works for them. If you work to merely satisfy your customers and fall short, you will have an angry or dissatisfied customer. Working to delight customers means going beyond meeting basic expectations.

Good luck.

DJC

A Different Tipping Point

2008-04-17T12:58:00.000-07:00

I have often wondered what the correct amount is to tip someone providing service. I also wonder how the custom of tipping ever came about in the first place. After years of adding a tip to the bottom of a restaurant bill of 7%, one day, about 20 years ago, it became 10%. Ten years later it was 15%. Who comes up with these amounts? Is it still 15% or has it changed again without my knowledge? Am I going to be embarrassed next time I pay for dinner at my favorite eating establishment?

There is a Website dedicated to tipping called appropriately;The Original Tipping Page. They have a tipping chart that breaks down amounts to tip between 15 and 20 per cent(Damn! Just when I had the 15% tip down)! The site also offers a "Tipping Guide" that breaks down tips for different places such as the Barber, the Golf Club, Hotel, Supermaket (are we suppose to tip at the supermarket too!?) and at Restaurants.

The writer of The Original Tipping Page says this about restaurant tipping: "My opinion is: tip your waiter / waitress. But this is not to say that it should be ever considered 'required'. Recently, most wait staff have lost sight of the fact that a tip is a gratuity and NOT a must. It is also a fact that in a lot of places, wait staff are underpaid (usually less than minimum wage) and must share tips with busboys, aides, etc." Most of us know to be a fact that tips are expected regardless of the quality of the service provided. I often struggle with this. My wife, Duchess and I were at a new Mexican restaurant last week. The very friendly waiter (I think he may have also been the owner) took our order and brought our drinks and chips and salsa immediately. Duchess and I got lost in conversation and half and hour later realized that our food had not arrived despite the fact that we were only at one of four occupied tables in the restaurant.

The waiter came to us a few times and said, "Your order will be out shortly. May I refill your drink?" That satisfied us until about the one hour mark when we were about to give up, our plates arrived at the table with an apology - "We had a mix-up in the kitchen tonight. I am sorry for the delay." The food was very good, but the taste of the long delay lingered. When the bill arrived I immediately started to figure a 15% tip and suddenly stopped and asked myself, "Why am I tipping?"

Have you ever really stopped to think about this strange custom? Not just the how much part, but why we do all this in the first place. For example, the restaurant could just charge more for the food and pass it along in the staff's paychecks. Banks pay tellers that way - why not restaurants?

In an article from CNN Money entitled, "The Logic of Tipping" Annelena Lobb wrote,
"It may seem odd, but tipping some people and not others really does make sense. Some service employees offer a highly personalized service -- and tipping is an efficient way of rewarding them. In a restaurant, for example, what constitutes good service is really a matter of the customer's opinion. "

Since tipping began in sixteenth century England, the reasons for tipping have changed over the years, but conforming to social norms and avoiding embarrassment were generally the main reasons. Tipping seems to improve service quality; the extent of the improvement varies across occupations. Author David Templeton says, "The etiquette of modern tipping, if there is one, has become so vague and indistinct on this service-hungry cusp of the 21st century that consumers are routinely confused about what is expected, and why. There are even voices mumbling that the whole tipping system amounts to little more than the publicly subsidized stinginess of employers, and should be abolished. Consumers of yesteryear left no more than 10 percent on fountain counters. A decade ago, it was rare for tips to be brazenly solicited for counter service, but in today's coffeehouses and juice joints, with their 'tip jars,' it has become de rigueur."

An etiquette consultant, Michele Maussion Wilson, believes otherwise. She thinks, "Tipping is part of your pleasure. It makes you feel good," she says. "And you must never simply leave the money on the table and walk away. You don't wave the money about. You discreetly leave it beneath the bill. Then you gain their eye contact, and you say, 'Thank you for your kind attention this evening.' It's so easy to do and it means so much."

Recent studies reveal that the amount of a tip often reflects factors other than the tipper's generosity or the server's ability. According to a Cornell University report, servers who introduce themselves by name receive an average tip 53 percent greater than the tip for those who do not; servers who squat next to the table while talking with customers--thereby improving eye contact--up their tips from 15 percent to 18 percent; those who write "Thank you" on the back of the check receive about an 18 percent tip, the same amount female servers get by drawing a happy face, whereas males who do so decrease their tips by 3 percent; the use of tip trays bearing credit card logos increases tips by up to 25 percent, even when customers pay cash; tips soar by 140 percent for servers who simply smile; and those who casually touch customers (e.g., once on the shoulder, twice on the palm of the hand when giving change) add to their tips by 42 percent, women customers being a bit more generous than men.

Which brings me back to my original dilemma; do I leave a tip if the food was great but I waited an hour for it? "IF YOU TIP less than 15 percent, it's assumed that you felt the service was well below expectations," says David Bynum, assistant director of Food Services at Santa Rosa's Flamingo Hotel, who adds that he's seen a slight shift upward from 15 percent. The thing about tipping is, we may expect it, but it's not obligatory," he says. "It's a gift you make to someone who deserves it."

I left 15%. What can I say? I liked the guy. And so it goes.

DJC

Customer Service Vigilantes

2008-04-06T18:56:00.000-07:00

A swell of distrust toward corporate America, exacerbated by off-shoring of U.S. jobs - followed by lay-offs of thousands of employees, incredibly high executive salaries and higher than ever profits by certain industries. In the annals of customer service, we may be experiencing more consumer vigilantism than ever before. Frustrated by the usual Asian-accented call center customer service rep, customers are sending "email bombs" to corporate executives or going straight to the top after uncovering direct numbers to executive teams not easily found by mere mortals. For some people, the experience of bad customer service cuts so deeply that it transforms them from merely upset customers into an activist no longer just looking for a refund, but out for revenge.

In 2006, one such customer of the company - Cingular (now AT&T) believed that his computer speakers were ruined after a technical glitch. Frustrated at the company's lack of response to his complaints, he created a video as a grad-school project. In his video, he created an animated angry bandit in the shape of Cingular's orange trademark, complete with an AT&T blue-and-white pirate's bandanna and an eye patch shaped like Apple's logo. His video, "Feeling Cingular" has been viewed nearly 40,000 times on YouTube.

Behind such extreme tactics is a growing disconnect between company promises and customer perceptions of what they both think was expected from the initial product or service transaction. Technology is aiding the uprising, empowering consumers to blanket the Internet with negative comments about well-known products or companies. And lately, evaporating home equity, job insecurity, and rising prices are more apt to make the average consumer snap by submitting YouTube videos like the Cingular one mentioned that shout "YOUR COMPANY SUCKS!" to a cyber-savvy audience, with extraordinary impact.

Corporations have responded with what is called "executive customer service". These "Valhallas of customer service" as Ben Popken, editor of The Consumerist, had called them, are powerful support reps who may sit at corporate headquarters. Customer complaints that come to executives threatening legal or P.R. action are handled by these specialists. These highly empowered customer service experts are kept under wraps so the average consumer would find it extremely difficult to contact them, or even know they exist. But they do exist at companies like Washington Mutual, Circuit City and US Airways according to Business Week Magazine.

One high-profile customer got everything he demanded and more after finally monopolizing the ear of an executive customer service person at US Airways. He told Business Week that "The customer service person agreed when I said, you guys as a company, regardless of who you are, exist because of me and my fellow paying passengers." I think this is what I have been saying to corporate execs since the day I created this blog. The customer is not always right, (unlike the motto of some businesses) however, they are always the customer!

DJC

Service vs. Greed

2008-03-26T22:33:00.000-07:00

Customer service at a gas station went by the wayside with the invention of self-serve. I am not going to even try to implore the greediest industry in the world to suddenly service us consumers with a smile (although I do think they laugh every time I fill up my car!). With that said, I do believe that if gas prices would come down to a reasonable rate based on good ole' supply and demand, I would no longer have the feeling that my pockets were just vacuumed at the self-serve pump.

I am not a political advocate, nor have I taken up the torch for many causes, but when I filled my car today, the best price I could find was $3.47 a gallon for regular at a pump in Poway, California. Now, I am not seeking the ridiculously low prices of my youth (30 cents a gallon when I first began driving, sometimes lower), but I do believe that gasoline consumers are being hosed royally at today's prices. When Exxon/Mobil is making more profits than any company in the history of the universe, I have to ask how they are doing it. I believe supply and demand plays little part in the setting of prices for gasoline and oil. GREED however, greases the profit wheel for the oil companies.

Here I will insert a suggestion that was sent to me from an anonymous reader who thought we should each send this to 30 other people:

"A former Halliburton engineer, offered this good idea. This makes much more sense than the 'don't buy gas on a certain day' campaign that was going around last April or May! It's worth your consideration. I hear we are going to hit close to $ 4.00 a gallon by next summer and it might go higher!! Want gasoline prices to come down? We need to take some intelligent, united action. The oil companies just laughed at that because they knew we wouldn't continue to 'hurt' ourselves by refusing to buy gas . It was more of an inconvenience to us than it was a problem for them. But, whoever thought of this idea, has come up with a plan that can really work.

By now you're probably thinking gasoline priced at about $2.00 is super cheap. Me too! It is currently $3.49 for regular unleaded in my town, Seattle. With the price of gasoline going up more each day, we consumers need to take action. The only way we are going to see the price of gas come down is if we hit someone in the pocketbook by not purchasing their gas! And, we can do that without hurting ourselves.

We CAN have an impact on gas prices if we all act together to force a price war. Here's the idea: For the rest of this year, DON'T purchase ANY gasoline from the two biggest companies (which now are one), Exxon/Mobil. If they are not selling any gas, they will be inclined to reduce their prices. If they reduce their prices, the other companies will have to follow suit. But to have an impact, we need to reach literally millions of Exxon/Mobil gas buyers. It's really simple to do! Acting together we can make a difference. If this makes sense to you, please pass this message on. I suggest that we not buy from Exxon/Mobil until they lower their prices to the $2.00 range and keep them down. This can really work! Keep it going!"

I also believe this would have a great effect. Thanks for reading.

DJC

The Gift of Starbucks

2008-03-16T21:19:00.000-07:00

There are few companies that I can honestly say walk their talk. I believe one of those also happens to be one of my favorite places to visit: Starbucks Coffee. Not every Barista Partner at every Starbucks location is as friendly as I would like them to be, but as for service, if not perfect, they are at least very good. As for their "talk", here is a paragraph that is posted on the Starbucks 2007 Annual Report:

"The bottom line - We always figured that putting people before products just made good common sense. So far, it’s been working out for us. Our relationships with farmers yield the highest quality coffees. The connections we make in communities create a loyal following. And the support we provide our baristas pays off everyday." I would agree.

I admit it, I love Starbucks. Their product, their service, the ambiance of their stores (I get an immediate lift just walking in the door and receiving a hit in the face from that heavenly aroma - every time!) and the green apron-clad smiling faces behind the counter. There have been many instances at many Starbucks stores that my wife (another Starbucks lover - the biggest in the world perhaps) or I have experienced special treatment that surprises the most optimistic of expectations. I have had to wait an extra few minutes for the coffee to brew, and with an apology from the person behind the counter, have been handed a free cup of fresh coffee. This has happened at least three times to me.

My wife, Duchess, and I were in a Starbucks in Los Angeles shortly after visiting her dying mother. After handing us our drinks the barista asked my wife how she was doing (not knowing her or her mother). Duchess said, "Oh, I've been better. My mom isn't doing so well." The barista came out to our table with a plate of "special coffee cake" and politely said, "Eating something good always makes me feel better. I'm sorry about your mother." We were both moved to tears by his compassionate generosity.

They are not always perfect. I was in a Starbucks in a north San Diego county town I do not often visit a few weeks ago. I ordered my usual (a Grande Vanilla Latte) and headed down the road savoring the smell for just a few minutes in my car before I slowly sipped my first sip. To my dismay, something was wrong. Either the milk had soured or the vanilla was rancid.

I called Information on my cell phone and asked for the number of the store. They connected me to a delightful sounding barista whose name I have since forgotten. I explained what had happened and she said, "Oh my! Please come back immediately." I told her I was already too far away and I only wanted to tell her so this would not happen to the next customer who may order a similar drink. She said, "We pride ourselves on getting your drink right. Please come back any time and we will make it up to you." I said, it was unlikely it would be soon, but I would remember.

I happened to be near that same Starbucks store just the other day and remembered the cheerful promise. But, why would they believe me? I didn't even remember the person's name to whom I had spoken to those many weeks ago. I walked in and told the lady behind the counter my story, and she was making a Vente (larger than a Grande) Vanilla Latte before I even finished my story. She apologized for my inconvenience and handed me my free drink with a smile. Okay, maybe they are perfect.

Those, and many other, pure customer service acts are the kinds of things that endear people to a company and/or product. As long as we live, Duchess and I will patronize Starbucks for those acts of "...putting people first" What can I say, give me a cup of Sumatra, a warmed scone and a smiling barista in a green apron and I'm happy. Ahh, life's small gifts.

DJC

Impersonal Personnel

2008-03-03T17:18:00.000-08:00

A reader emailed this unique customer service issue to my attention:

The reader's first complaint was, after spending innumerable hours writing, editing, and tweaking their resume (I am referring to the paper or electronic file that describes your life's history in the work world.) and the prospective company's Website, they are asked to submit their resume, and a cover letter, AND fill out an application! The application usually asks for the exact same information described in the resume!! (I have also experienced similar frustrations when applying for college teaching positions. If anyone has ever applied for a position at a institution of higher learning, then you know how tedious it can be. I have spent up to two hours online applying for a college job. I have been told that similar lengthy applications occasionally are required for jobs in the corporate world).

If you have applied for a job recently, you may have noticed that application procedures have changed in the last few years. Gone are the days that we perused the classified ads for the ideal position with a recognized or at least recognizable organization. In years past, we may have even dropped into the personnel office to inquire as to any job openings. Today, job seekers look through one of several hundred Websites (i.e. Careerbuilder, Monster Jobs, Hot Jobs, to name just a few), and jump through dozens of hoops in order to submit an application. And what makes things worse, in the past you competed with local applicants, now hundreds of others may be applying for the same position from across the globe.

Now, here is where the customer service angle comes in: my reader's second complaint is, in more cases then not, they may NEVER receive a response from the organization to which they have submitted their life story. Job seekers sometimes spend hours massaging their letters to the Human Resources (HR) Director, and meticulously editing their resume to show how their vast experience matches the specific (and sometimes seemingly endless) list of job requirements. Then the candidate waits for a response, sometimes for months, and receives only silence.

In this day of computers, MS Word, instant messaging, high tech Web devices, and company rooms full of computer geeks, it would seem to this observer that it would be easy to create a form letter (a personal letter would be even better) that automatically goes out to the job applicant informing them that their resume has been received. Also, a letter should be sent to those unfortunate applicants who applied for the position, but were not considered. This may not seem like customer service in the purest sense, not internal customer service, nor external customer service, but think about it; doesn't this seemingly lack of caring about job candidates taint the organization's image? After such an experience the applicant may be left with a feeling of disillusionment believing that either the job posting was either a sham or they would not work for a company that treats potential employees with such disrespect. They may think,"I am glad that company never called. They must treat their employees in the same impersonal manner".

Before leaving the corporate world, it began to become obvious to me that HR had less responsibility than they did in the days of the Personnel Manager. Most of what was once required of HR (employee insurance coordination, hiring, attendance, employee disputes, and payroll) has been automated or outsourced to the point where the HR department is slowly disappearing from the corporate landscape. Now, I have had wonderful relationships with several HR managers in my life, and maybe I lack knowledge regarding the demands placed upon today's HR departments, but it would seem that the HR director or generalist would welcome the chance to help the corporation's image through the hiring process.

By replying promptly to those who wish to become part of their company, HR could say much more than just the words in messages they write to candidates. Corporate leaders, as well as HR personnel should always be aware of how the outside world observes them. After all, applicants may be potential customers.

Let me know your thoughts on the subject. Thanks.

D.J.C.

No Recession for Customer Service

2008-02-18T23:12:00.000-08:00

The current economic conditions have created a growing concern among many businesses, and also consumers. The specific causes for the downturn have been attributed to everything from the way banks lend money, to the weak U.S. dollar, consumer reluctance, or Mercury being in retrograde. Whatever the reason, good business practices and maintaining good relationships with customers by skilled customer service professionals are keys to thriving in growth cycles and surviving during slow periods too.

With help from San Diego's North Island Credit Union, here are some tips for businesses that wish to enhance their chances for long-term success, even in an economic recession. They suggest that you do these five customer-related things well:

Be Different. Krispy Kreme makes millions of doughnuts daily, yet, they have two small differences from other doughnut chains - First, they replaced walls with glass so children and parents alike could be amazed by the automated doughnut production. Second, every customer is welcomed with a free, fresh doughnut hot off the line!
Nuture Sales. 80% of your business comes from 20% of your customers. Find ways to thank customers all year. Personal notes or emails are good, or introducing frequent buyer and referral incentives.
Create Sizzle. Avoid peaks and valleys caused by too much focus on the day-to-day business. Embrace a marketing plan that combines strategic and frequent advertising buys with ongoing public relations, special events, direct mail and email promos.
Stick to It. Define specific actions for each week. Qualify potential customers. Communicate value. Refine your offerings and keep building relationships.
Be Prepared. Keep good records and perform against the plan that enabled you to secure your first business loans. Include a data base of customers so you do not lose touch with your greatest source of income - the all important 20% group.

Even in tougher times, the customer is still King and Queen.

D.C.

In Service to Family

2008-02-12T00:48:00.000-08:00

Dear Readers,

In the last few months I took a vacation from writing this blog. I am sorry to anyone who tuned in to read the latest post and saw nothing new. Since my last post, shortly after the San Diego 2007 firestorms, my life has changed. Don't get me wrong, I am still very passionate about customer service, but now that I am no longer a single man, I look at each day as an opportunity to service my family as well as the strangers I have always served in the past.

Life is short ladies and gentlemen. I wish that we could all treat each other with compassion and consideration - in service to each other. However, I have learned that family (spouses in particular) come first. I have made many mistakes concerning my family members in the past and I vow to never make those mistakes again. My campaign to make the world a better place to live through better service to each other will never end, but my priorities have been shaken and now permanently re-arranged. I now look at life through two pairs of eyes - and it looks great! These are of course the words of a man in love. In love with my wife and now with my life.

Please stay tuned. I am re-inspired! Thanks for reading.

Don

In Service to Each Other

2007-10-23T13:22:00.001-07:00

I will continue the story that I started from my last post at a later date. Meanwhile, as most of you know, I live in a paradise called San Diego, California. Paradise however is under siege while I write this post. The attacker is mother nature in the form of fire. In the 70's, the band Steely Dan performed a song with the lyrics, "Here come those Santa Anna winds again...". Although the lyrics sound poetic and even mystical in their reference, those of you outside of California may not be aware that the winds referred to in the song are hot winds that start in the deserts of California and Arizona and whip back through SoCal raising temperatures (as much as 30 degrees) and drying the low lying chaparral as well as trees, structures, and our skin. So much so that San Diego residents pray for rain to come quickly each time the winds revisit us.

This week is the anniversary of what is known in San Diego simply as "The Firestorm". In that October week in 2003, residents in our paradise experienced the evacuation of 50,000 homes and the loss of lives (both human and animals), destruction of property (from ranch houses to exquisite mansions) and the bruising of the spirit of thousands of individuals, a spirit which has only recently been regained.

This past Saturday, the Steely Dan line was repeated in the minds of many of us who remember that week in 2003; as the winds started and the temperatures rose. Yesterday, the dry terrain exploded again in a new firestorm, this one much worse than what we had experience four years before. As I write this entry, 513,000 homes have been evacuated resulting in the displacement of some 600,000 people. Evacuation centers have been set up across the county in schools, churches, colleges, fairgrounds and the football complex (Qualcomm Stadium) where our beloved San Diego Chargers are scheduled to play the Houston Texans in a game this Sunday. Ironically, 47 of our football heroes and their families have been evacuated from their own homes mostly in the Poway area north of San Diego. You can probably imagine that Poway is one of the most affluent areas in San Diego county. Because of the very poor air quality we are experiencing, it is unlikely the game will be played Sunday, at least here in San Diego.

Yesterday, my fiancee, Duchess, and I gathered some blankets, pillows, bottled water, pet food, and any other items we thought people could use. We packed up our SUV and headed to Qualcomm Stadium to deliver our offerings. What we saw was the greatest example of internal customer service (serving each other), we had ever witnessed. Hundreds of other people drove their vehicles into the parking area and got in line to drop off donations where thousands of displaced San Diegans were parked or stationed. In a very orderly manner (drastically different from a typical game-day crowd), the amazing volunteers dutifully directed traffic, guided us to appropriate drop-off areas, and gave encouraging words of thanks. Because of their highly organized efforts, these and other volunteers, we were able to get us in and out in 15 minutes.

After dropping off our donations to the appropriate tables, Duchess and I returned to our car. Both of us paused to take a last look around and then we looked at each other and began to cry. I said, "For all those cynics in the world that doubt the basic goodness of people, they should come to Qualcomm Stadium today." Duchess agreed and reinterated that the sometimes hidden compasion of human beings seems to display itself whenever others are in need. San Diegans are no exception.

How does all this relate to customer service? Is not serving each other the highest form of customer service? Are we not put on this earth to be of service to others? I believe we should all be more than just occupants of this earth organization, we must be participants. Participants care about their actions, care about others, and care about the quality of the service they perform. Whether you are an employee of a corporation, a member of a church, or just an individual participating in the journey of spaceship earth, we should care about each other by doing the best we can at servicing others in our communities, organizations, and our families. We all need each other.

Steely Dan made great music, but I would rather people adopt a line from another song performed by my other favorite group - The Beatles, when they said,

"And in the end, the love you take, is equal to the love you make."

God bless San Diego.

D.C.

Disservice or Dishonesty?

2007-10-17T11:37:00.001-07:00

Has this ever happened to you? You receive a call from a very enthused but obviously amateur solicitor who presents you with the great news, "I am very happy to inform you that you have been chosen to receive one of three gifts from our company!" This seemingly generous offering comes from a company who I shall just refer to as SV. The friendly female caller goes on to tell you that they are quite legit and they are trying to promote their company, new to our town, by calling at random several residents and giving away prizes that include: A 52" liquid crystal TV, a Chevrolet Expedition SUV, or, an all expense paid vacation for two to a great vacation place.

Although I would not usually bite on something like this, I figured that the least and most likely prize will be the vacation package and since I am getting married soon, what a great chance to get a honeymoon trip. I said, "I'm interested in finding out more." The caller proceeded to not surprise me by saying all I had to do is attend a "90 minute presentation" with my significant-other to listen to what SV had to offer. I told them that my schedule usually prohibited me from this amount of time spent doing almost anything, let alone listening to a sales pitch. I was assured that there would not be any high-pressure tactics, just an "informative presentation" that I could take or leave. Regardless of our interest in their services, we would still win one of the three prizes.

I asked the caller to send the contact information via email, and I would talk with my significant other. If I could come up with a date (they required a specific time in the evening for our presentation), I would contact them. She agreed.

We made an appointment to go to what turned out to be a nice office and on arrival checked in with our special "prize-winning number". Just as we were told, we listened to a semi-professional presentation about SV and the amount of money they could save us on travel. There were four other couples around our age group and everyone had a lot of travel experience. This told me that the company did a good job of narrowing down the demographics for the type of prospects they wanted to attract. After the presentation, each couple was assigned a single sales person to "talk about the presentation and answer any questions we might have".

My fiancee and I sat in front of a pretty lady in her 30's who turned out to be someone they brought in from their Denver office. These people are known in the sales industry as "closers". People who specialize in getting the sale and the check. My fiancee and I discussed this possibility before we arrived at the presentation and promised each other that neither of us would give-in to any sales offers, no matter what they offered us. We were there to collect our prize! The Closer when through a synopsis of what we had just heard, then proceed to try an close us. The great travel savings program would cost $7,000.00. Yikes! However, after nearly an hour of high pressure tactics, she gradually came down on her price until we were offered a discount package that would cost us only $1,000.00. We stared at her in silence.

So, the "90 minute presentation" finally concluded after nearly 3 hours. My fiancee and I stuck to our guns and left the Closer visibly frustrated and practically escorting us toward the door. Not so fast! We want our prize. Neither my fiancee nor I were surprised to see that our scratch and win prize card revealed - "A Las Vegas Vacation!"

To be continued...

Don't Ignore Customer Complaints

2007-08-29T13:34:00.001-07:00

Would you rather have 100 satisfied customers or 100 loyal customers? Would you rather have 100 customers who were pleased with your adequate but not memorable service or would you rather have 100 customers who enjoyed your assistance so much that they will contact you to purchase products over and over again?

Stanford Research Institute and Harvard University have determined that business success is 85% people skills and only 15% technical knowledge. This seems to suggest that most customers’ needs cannot be satisfied by technical brilliance alone. Communications skills, a customer service mentality, and knowledge of business strategies and issues must be part of our development as customer service professionals.

For example, how do we handle an irate customer with a legitimate problem? Let me present -

The Customer Complaint – 5 Step Recovery Process

1. Listen – That means Active Listening:

Active listening is listening with a purpose. You can gain information, obtain directions, understand others, solve problems, share interests, show support, or see how another person feels.

2. Restate the problem – Paraphrase:

Remember that what someone says and what we hear can be amazingly different! Our personal filters, assumptions, judgments, and beliefs can distort what we hear. Repeat back or summarize to ensure that you understand. Restate what you think you heard and ask, “Have I understood you correctly?” If not, ask them to clarify for your understanding.

3. Apologize – Sincerely!

Remember that forgiveness only happens when someone regains your trust. An apology is not complete if it does not reflect all four of these:

· Regret,

· Understanding of the problem,

· Acceptance of responsibility, and

· A willingness to do better

Insincere apologies:

· Beware of the “iffy” apology : “I’m sorry if I cause any inconvenience.” which means, “Your pain is still hypothetical to me, not something I’m convinced of. If there is no “if” about it, say so!

· The “But” Apology: Any apology of the form “I’m sorry, but ____.” i.e. “I’m sorry, but you have to understand…” Nothing before the “but” can safely be taken literally.

· How about this one, “Sorry bout’ that!”

4. Fix the problem! - Don’t put it off another day if at all possible. Here is where your technical expertise will most likely pay off.

5. Follow-up – Was the problem fixed to the customer’s satisfaction? Call, e-mail or show up at the customer’s desk or office. Follow-up with your customers and ask them how they liked your service or if they have any questions regarding your product or service. This is a great way to not only provide good customer service, but to also obtain feedback about your product and service. You are also creating the all important “LOYAL” customer.

DJC

Keeping Your Cool With Irate Customers

2007-08-20T16:43:00.000-07:00

I thought you might enjoy this true customer service story. I don't condone the customer service agent's method, but it is good for a laugh. Here it is:

It happened at the Denver Airport. This is hilarious. I wish I had the guts of this girl. For all of you out there who've had to deal with an irate customer, this one is for you. An award should go to the United Airline gate agent in Denver for being smart and funny, while making her point, when confronted with a passenger who probably deserved to fly as cargo. A crowded United Airlines flight was canceled. A single agent was re-booking a long line of inconvenienced travelers. Suddenly an angry passenger pushed his way to the desk. He slapped his ticket on the counter and said: "I HAVE to be on this flight and it has to be FIRST CLASS." The agent replied: "I am sorry, sir. I'll be happy to try to help you, but, I've got to help these folks first, and I'm sure we'll be able to work something out." The passenger was unimpressed. He asked loudly, so that the passengers behind him could hear: "DO YOU HAVE ANY IDEA WHO I AM?" Without hesitating, the agent smiled and grabbed her public address microphone: "May I have your attention please, " she began, her voice heard clearly throughout the terminal. "We have a passenger here at Gate 14 WHO DOES NOT KNOW WHO HE IS. If anyone can help him find his identity, please come to Gate 14."

With the folks behind him in line laughing hysterically, the man glared at the United agent, gritted his teeth and swore "F*** You!". Without flinching, she smiled and said: "I'm sorry sir, you'll have to get in line for that too!"

It is hard to blame the agent - DJC

Do you recall NO CALL?

2007-08-16T10:38:00.000-07:00

What ever happened to the telemarketing NO CALL LIST? As many of you have done, I also registered all my phone numbers with the "NO CALL" list the year it came out and my unwanted telemarketing calls nearly ceased for a couple of years. Recently, I have been getting as many telemarketing calls as I did before I registered my phone numbers! I said to one caller, "I am on the no call list. Why are you calling me?" He said, "When you signed up as a customer for our service, you also consented to hearing any new offers we have." I told the caller in no uncertain terms that if they did not take me off their call list that I would cancel my service immediately. He hung up before I could even finish my sentence. Very frustrating.

I don't know about you, but I consider this just another form of lousy customer service.

Let me know if you have suggestions.

DJC

TEAMQUEST

2007-08-14T00:27:00.001-07:00

Good customer service takes teamwork. Good organizational leaders inspire their teams with innovating ideas for good customer service and listen to the ideas of their team. Most importantly, they treat their team members just as they wish them to treat each other, as internal customers! Here is one person's philosophy for managing customer service using the first letters in the word - TEAMQUEST.

“T” Train to Keep A "Can Do" Spirit– It may sound corny but, if you are like me, maybe you are also tired of the “We can’t do that.” attitude from customer service people, or worse, your own customer service people. An inspirational people skills training course is a good start, however, the leader must be the key to a "Can Do" spirit. If you can’t inspire your team with your vision and a sense of purpose and direction, no amount of training will change an attitude of indifference. Then you will never see your vision come to life.

“E” Excel in Service - What is service? Service is a process that requires constant strategic maneuvering, patience, and leadership. Communicating an emotionally and intellectually resonant sense of purpose, together with the outcome you want to achieve, will ignite the passion for customer service your team will need to enthusiastically embark on the journey with you. Stronger interpersonal relationships, along with improved processes, can be a winning combination for any organization that wishes to be more successful.

“A” Attitude, positive attitude in all we do – It is important that customer service become part of the company culture to be able to attract and sustain the loyalty of their customers. This customer service attitude may especially be important for employees that interact with internal as well as external customer daily. Tell stories from your customer’s perspective. How will your team’s positive attitude make an impact on specific moments in the customer’s everyday life? Answering customer questions can be done in many ways, but should always be done with a smile.

“M” Motivate each other daily to be at our best – Internal Customer Service = Successful leaders. Your colleagues are your customers and should be treated as such. From CEOs to presidents, to front-line managers, mastering the art of balancing reason and emotion to inspire action and change is a necessary part of directing people. You cannot motivate people to change, but you can inspire them to tap into their own internal motivations. According to the Center for Creative Leadership, lack of sensitivity to others is the most cited reason that leaders fail.

“Q” Question our customers – In any experience, organizations spend far more time explaining what they are innovating and how the process will work than the reason they are innovating. The key to innovating customer service is not so much in using one specific tool but in taking a balanced approach in all your communications, one that employs rational and emotional persuasion every step of the way. In dealing with both internal and external customers, how can you understand needs if you don’t ask? Otherwise, they are just perceived needs. Do not assume you know what the problem is!

“U” Understand customer needs – The negative impact of poor customer service is being reflected in the bottom lines of several companies in various industries. Customer service is the interaction between an individual(s) or an organization and customer in an attempt to provide a quality service and, in turn, produce a satisfied customer. You are setting the tone for the rest of the team.

“E” Exceed our customer's expectations Not only are companies more demanding than ever, customers are also more demanding. They demand that customer service professional be both a technically savvy and people persons. It makes providing customer service an unforgiving endeavor in the new economy. According to some studies, the main reason customers leave companies is caused by an attitude of indifference by the company’s employees.

“S” Strive for the highest possible standards – A well-articulated, emotionally and intellectually resonant purpose can give your team the resolve it needs to strive to do well. But fear of the unknown is still a powerful emotional barrier to action. To fully energize and inspire people for the journey ahead, you need to describe the outcome of their efforts as meaningfully and vividly as you can.

“T” Thoughtfulness and professionalism always – Many of you have experienced the exasperated attitude of a customer service person who only wants to fix the problem and not deal with the customer. Not only has this person not taken the time to explain the problem, but has been short to the point of rudeness with their customer, all the while looking at their watch and rolling their eyes. They leave the customer frustrated hesitant to ever deal with the company again.

However, many have also had positive experiences with customer service personnel. These professionals listened to the customer’s concerns and descriptions of the problem, went to work on what he or she perceived to be the source of the problem, all the while explaining his or her approach. After correcting the problem, malfunction, or glitch, they show the customer how to avoid the problem in the future. This leaves the customer with a good feeling about the company. Remember, employees and managers are also customers – internal customers.

Positive team spirit and leading by example can result in great internal and external customer service for your organization.

DJC

Top 10 Customer Service Mistakes

2007-07-11T12:47:00.001-07:00

With my apologies to David Letterman, let me present (in my opinion) the Service-Inspired Top Ten Customer Service Mistakes made by leaders of corporations, customer service reps and their managers.

10. Lack of knowledge about how much a lost customer can cost your company - in fact, you have the least experienced people handle your most important asset! Lost customers means lost revenues and profits.

9. You are not keeping your promises - you advertise one thing then make it impossible for your customers to deal with you!

8. You look at customer service as a cost instead of what it really is, an investment - It costs up to ten times more to attract new customers than to keep present ones.

7. You ignore the customer's problem! - This is the beginning of a crisis.

6. You don't listen to your customers! - you do plenty of talking, and may think you know what their problem is, but you did not hear it. Shut up and listen!

5. Corporate leaders and managers also don't listen to their customer service reps - these are the people on the front lines of the customer relationships, they know about your customers; you only think you do.

4. Lack of FOLLOW-UP! - Call your customers and ask, "Did we resolve your issue to your satisfaction?" If they say "no", ask them what it would take. "You are important to us." This applies to customer service reps, managers, and corporate leaders as well.

3. Customer service is only lip service - is customer service part of your company culture, or just something you casually mention while you talk about increasing your profits? Guess what, you want to increase your profits? Make customer service part of your Mission and Vision Statements, then require everyone in the organization to adhere to strict customer service standards.

2. Don't promote your best customer service people to management, give them a raise! - you need your best people on the front lines, not behind the scenes.

1. And, the number one customer service mistake is - Don't Smile!

Is anyone listening? Let me know some things you think should be added to the list. Maybe we can come up with a top 40.

Thanks,

DJC

An IKEA idea

2007-06-29T23:34:00.000-07:00

According to one writer in a Detroit newspaper, "Good customer service by companies is a matter of providing a better customer experience and connecting to their customers on a human level."(Seidman, 2007)

I recently had the opportunity to attend a business workshop with my fiancee at (all places) an IKEA store. You know, the place with household and furniture products with strange Scandinavian names that Americans cannot pronounce nor seem to live without. Well, the group attending the workshop was shown the way into the employee conference room where the workshop presented by SCORE - Counselors to America's Small Business was taking place (By the way, if you are a small business person and haven't taken advantage of the free workshops and business counselors at SCORE, I highly recommend them!). Before the workshop began, my fiancee and I were looking around the room. We noticed a mission statement of sorts on the wall. It was written by IKEA's founder, a man named Ingvar. It was entitled, "Ingvar's 9 Points". Here they are:

The product range and identity
The IKEA Spirit - strong and living reality
Profit gives us resources
Reaching good results with small means
Simplicity is a virtue
Doing it a different way (It was written upside down)
Concentration - important to our success
Taking responsibility - a privilege
Most things still remain to be done - A glorious future!

I thought they were worth jotting down. They give great insight into the IKEA business philosophy and how business is done at a very successful organization. Then, I looked around the room again and saw another list. It was entitled: "4 Goals of an IKEA Store". They give even greater insight to why customer service is so good at these stores;

To act as a highly efficient, and staffed sales mechanism
To show home furnishings solutions full of home furnishing ideas
To serve as a well qualified home furnishing specialist
To provide a day out for the whole family

In both lists (not really meant for public viewing) it is possible to derive a connection between a better customer experience through good, interesting products, and connecting to the customers on a human level. In this fast changing, shrinking world, the company that consistently adheres to a pledge of customer service and human connection will succeed. A unique product simply is not enough anymore. A customer wants to feel appreciated, not so much in "we appreciate you business"; this statement seems quite empty when not followed up by relevant action. We want to feel the service is sincere.

As a customer service expert, I am constantly amazed at how companies choose to entice customers with rewards and sales, but take them for granted once they are captive, either in the store or on a contract. Because while being a fantastic company is more than half the battle, the best thing a company can do to retain a customer is to give customers a reason to trust them. Business should follow the IKEA philosophy to out-behave the competition in not only product, but by action - adhering to an ethos of excellent customer service and the human connection.

DJC

Putting the "I care" in IT

2007-06-22T23:43:00.000-07:00

In follow-up to my last posting, I spoke about the Information Technology (IT) specialist and the deserved or undeserved perception that most of these professionals are poor customer service providers. One IT professional responded with great insight and seemed to take offense to my statements that disparaged her cohort. I hope to hear from others on this subject.

According to Labor Market Information (2003), A Computer Support Specialist provides technical assistance and training to computer system users, investigate and resolve computer software and hardware problems of users, answer clients’ inquiries in person and via telephone concerning the use of computer hardware and software, including printing, word processing, programming languages, electronic mail, and operating systems. No wonder your computer support person always seems overworked - they ARE overworked! I believe, at least in the corporate world, that corporate leaders are to blame for this in many ways.

Today’s corporate leaders may or may not be aware of the patterns of interactions of their IT employees, and more specifically, the how, why, and when of these patterns. Today’s corporate leadership must recognize the importance of these knowledge workers, their perspectives, and how their relationships with customers affect customer satisfaction, which in turn affects the company’s welfare. Peter Drucker wrote, “The most important contribution that management needs to make in the 21st century is to similarly increase the productivity of knowledge work and knowledge workers” (2003). Interestingly, poor customer service can also be driven by new technologies, which is what Ellie alluded to in her comments on the last posting. With the incredibly rapid changes these technologies facilitate, it is difficult for IT professionals, let alone users, to keep up.

Also, an important goal of software and hardware designers and businesspeople should be to keep human purposes in mind as they design and deploy technology for the consumer. For me, authenticity in relationships is a human purpose. Technology sometimes tends to make authenticity a gray area. As previously stated, the value of the computer information technology professional is increasing. Significant research in this area could be critical if improvement in customer satisfaction is to be a feasible goal for corporate leaders. Having an IT staff that understands the business and its customers’ needs is one key to improving customer satisfaction. Improvement of customer service in the corporate computer IT sector may lead to better company cultures, happier customers and even a better financial performance for companies.

I would love to hear from you corporate types.

DJC

Fix my computer - ah, please?

2007-06-16T23:57:00.001-07:00

How do you feel about your computer service person at the office? In the last several years, there have been many initiatives by industry to promote the construction of a global information infrastructure. (It is vital that today’s corporate leadership recognize the importance of understanding the perspective of the knowledge workers known as Information Technology Professionals (IT or IS Pros) and how they affect customer satisfaction. In a article entitled, Survival Skills for the IS Professional, Longenecker & Simonetti said, "IS [Information Systems] groups, which have always been under the gun to get things done more quickly and more cost effectively, now face distrust, disrespect, and disdain when projects are not completed in accordance with customer expectations".

The poor customer service skills of the IT professional have even been portrayed as the villain in comedy sketches (remember "Nick the Company Computer Guy" on Saturday Night Live?). Are these comedic portrayals good examples of a typical IT professional in a typical corporate setting, or just a Dilbertesque exaggeration of what frustrated writers may have once experienced? IT customer service may be the brunt of jokes and comedic writers, but many of us are familiar with the following scenario.

We’ve all come across the IT person from hell. But just in case you’ve drawn a veil over the memory, here’s a typical scenario: A confused user calls for help and tries to explain their problem. When they stuttered to a halt, they then get a look or, if it’s over the phone, a deep sigh that indicates the user’s intelligence level is considered to be not much higher than a primordial protozoan. At last, showing deep reluctance, the IT person stoops down from their pinnacle and delivers a stream of techno babbles in response. We’ve all experienced it, but such behavior is fast becoming unacceptable.

My statement may not be based on researched fact, but a community cannot practice its trade without some set of received beliefs. Do IT professionals experience more customer service problems than those in other professions? Probably not, yet, the very nature of the unique communications challenges faced by the IT professional can be more complex than those impacting other professions; and communications, as I have stated before, is the key to customer service.

How do you feel about your IT professional?

DJC

"How are you guys doin'?"

2007-06-11T21:47:00.000-07:00

My problem lies within this title. I have heard this line from waitresses, waiters, clerks and other so-called customer service people when I am in a public place - with my lady! Maybe it is a California thing, I don't remember hearing this in the Midwest where I lived until 15 years ago. I was brought up to treat a woman with respect. I cannot imagine my father letting anyone refer to my mother as a "guy". When I hear this from anyone (especially other women) when my fiancee is next to me, I do a double-take. Where is the other guy? I wonder. I think I hear this more from young women more than men. I am not advocating going back to calling all women "Ma'am", but even "folks" works better for me than calling both individuals in a couple - "Guys". Is this as abrasive to you as it is to me?

Thanks for letting me vent.

Here is another gripe I have that you may be familiar with; Customer-service lines purport to solve problems, but present a bigger one: reaching a human being. Your so-called "important" call ("Your call is important to us. Please hold for the next available operator" - while you listen to our on-hold Muzak or worse, our promotional messages) is really not that important. Pressing zero rarely gets you an operator these days. Some computer operators prompt you to speak a request. Then a recorded voice says, "I'm sorry, I did not understand your message. Please repeat it clearly.", as if "I" was a real person!

Here are a few of tips from the Toronto Globe and Mail to outsmart the customer-service phone lines: 1.) If you talk nicely and act confused you're more likely to move to the front of the queue. 2.) The Website - Gethuman.com lists the keypad codes needed to bypass the automated systems of hundreds of companies. 3.) When you do reach a representative, take note of the conversation, as well as any you may have with a supervisor. If all else fails, call the head office and ask for the VP of customer service by name. He/she will probably not answer the phone, but the executive assistant will and that person often has authority to settle problems.

Complexity, uncertainty, and interdependence place demands on an organization to process information in order to coordinate its activities by increasing the communication load carried by that organization. If the meaning of customer service was broken down to one single word, that word could likely be communication. Technologies can set up conditions for organizational conflict. If that is true, then technologies may actually contribute to a break-down in communications. Computers, telephones, the Internet are technologies that are not likely to go away soon, and I'm okay with that. I love my computer, cellphone and what did we do before the Internet, but the human factor gets fuzzy or even invisible at times when it comes to serving us - the customer. However, it's as my father use to say, "Sometimes you have to take the bad along with the good."

Nice talkin' to you guys.

Service = Success?

2007-06-05T10:43:00.000-07:00

I am fortunate to have met someone who also loves to observe great customer service. Duchess and I have spent a lot of time watching the actions of someone, either helping us or someone else, that exemplified our collective definition of a great customer service provider.

In fact, I have learned from my fiancee Duchess, to always take the time to recognize anyone that gives you exceptional service. I have often seen her ask for the manager or supervisor of the person that "went the extra mile" to make people happy in a service situation. Duchess is one of those people who actually find the time to write to companies to make sure that the powers-that-be also recognize an employee who gave her a reason for continuing to do business with their organization; whether it was the Starbucks' barrista, the waitress, the Apple Computer Store IT specialist, or someone she spoke to on the phone about a problem she was having with their billing, or any other product related aspect. Do Duchess' efforts to have someone recognized as a provider of great customer service really influence a company to strive to continue to provide this kind of positive service? Does good customer service actually show up on the company bottom line?

Stanford Research Institute and Harvard University have determined that business success is 85% people skills and only 15% technical knowledge (New Straits, 2003). This would seem to suggest that most customers’ needs cannot be satisfied by technical brilliance alone. Communications skills, a customer service mentality, and knowledge of business strategies and issues must be an important accompaniment to technical skills in the development of a customer service professional. Customers seek to do business with value-producing companies. Only organizations that develop symmetry in its relationships with customers can be value producing entities.

It is the strong feeling of this blogger that if corporate leaders gather information from internal and external customers and employees, and use the new found truths to the betterment of the organization, needed change in the poor customer service reputation of their organizations can occur. When individuals interact on an ongoing basis and collectively reflect on the results of their actions, organizational learning can take place, followed by needed change. Having people like the Duchess Dale's of the world who give companies feedback on the quality of their service should be worth a fortune to a company that is serious about succeeding in business.

“Real leaders empathize fiercely with their followers and care intensely about their people’s work. They’re also empathetically ‘tough’. This means giving people not necessarily what they want, but what they need to achieve their best” (Goffee & Jones, 2000, ¶ 9). Every organization continually must ask themselves if they could improve, not only in customer service, but in overall processes.

Do you think one person can affect the financial success of the company for which they work? Let me know some instances in which you have gone back to an establishment, or continued to do business in other ways, because of one person's customer service efforts. I look forward to your comments.

Be Inspired! - DJC

Serve Us ...

2007-05-28T14:09:00.000-07:00

Why have a blog based on our customer service experiences?

Do you have a passion for great customer service? Does great customer service really make a difference in your day? In the quality of your life? I believe our world would be a much better place if we all treated each other as customers. You know, the person whom our livelihood depends upon. The person who not only affects a small portion of your day, but a person you would like to have as a friend because through some (perhaps small) act, they have affected the very quality of your life experience. I have made a living finding good ways to serve the customer and I spend hours just watching both good and bad displays of service.

Many of us have experienced the exasperated attitude of a service person who only wants to fix the problem and not deal with the customer. Not only has this person not taken the time to explain the problem, but has been short to the point of rudeness with us, their customer, all the while looking at their watch and rolling their eyes. They leave us frustrated and hesitant to ever return to that place of business for their product or service again. These people range from our doctor to the barista at our corner coffee shop; our bank teller to our veterianarian. We want and often need these people to treat us with respect and kindness, but great customer service even goes beyond this.

However, many have also had positive experiences with service personnel. These professionals listened to our concerns and descriptions of the problem, then went to work on what he or she perceived to be the source of the problem, all the while explaining his or her approach. After correcting the problem, malfunction, or glitch, they show us how to avoid the problem in the future. This leaves us with a good feeling about them, their product and their company.

What was the difference in the two approaches? Was the rude customer service person just having a bad day, or was it our fault? Was the more professional acting customer service person more knowledgeable about people and thus displayed good customer service skills? The negative impact of poor customer service is being reflected in the bottom lines of several companies in various industries. It is important that customer service - good customer service become part of a company culture to be able to attract and sustain the loyalty of their customers.

What is Customer Service? Customer Service is the interaction between an individual(s) or an organization and customer in an attempt to provide a quality service and, in turn, produce a satisfied customer. This great customer service attitude may especially be important for employees that interact with "internal" and "external" customers daily. Building powerful partnerships with external customers may be some organizations’ main goal. However, some leadership experts believe that powerful partnerships may not be achieved between the employees and customers until everyone – managers or employees – understand that this also applies to internal customers just as profoundly (Corporate Leadership Council, 1999).

According to this viewpoint, members of organizations are customers of each other as well as being co-workers and the better internal customer service is, the better external customer service will be. Communication therefore, would be an integral part of internal customer service for any organization. An organization with a culture that balances efficient processes with customer service seems to retain more customers.

I would love to receive your thoughts and experiences on both good and bad service. Wouldn't it be great if customer service was not just lip-service, but a sincere way that all companies strived to do business? I look forward to your comments. Thanks - DJC