Barry had been diligently chipping away at his list of suspended customer accounts. Management wanted him to keep his over 60-day numbers below 3% and month after month he hovered right at 2.9%. He was proud of that. He had figured out that if he collected on just 7 accounts a day he would meet his numbers. The last batch of robo calls generated a lot of calls from customers wanting to pay their bills so he was well ahead of his goal already and it was only noon. He decided to let his calls for the day go to voicemail because, quite honestly, he didn’t feel like
I have noticed that some medical practices and hospitals have invested a lot of time, money and effort in creating newspaper ads, billboard signs and commercials that show the happy faces of care givers who can’t wait for the patients to come in. I often wonder why the patient’s reality with medical customer service includes cranky receptionists, patronizing billing and insurance clerks, and those who can’t wait for their shift to be over. Maybe you and your staff need a reality check.
Do Your Ads and Reality Match? Ask yourself the following questions:
I admit I have a narrow view of things sometimes. I look at my computer screen and not the mess on my desk. I look at my “to do list” for the day and assign extra work to my managers without looking at theirs. And, I don’t look at anything over my head. In the day to day hustle and bustle within your office, you will find most people are using a narrow lens as they complete their duties, too. Customer service looks at things through the lens of customer satisfaction and call volume. The sales department looks at things through the lens of wins and losses
“Wax on- wax off!” Admit it. The original Karate Kid movie is great. In it good triumphs over evil and the mean people get their just deserts. I somehow feel more motivated to fight the good fight myself after watching a rerun. I have secretly wished that I had a Mr. Miyagi in my life; someone who could impart wisdom for all of life’s trials and keep me accountable to doing the right thing.
The goal of customer service training and management is not to script every scenario, but to give your customer service representatives the training, knowledge and experiences necessary to respond
I once asked a manager why he was so calm with so many problems that needed fixing. He told me that he had served in the military. What he had to deal with then was a matter of life or death. Now, he didn’t have that kind of pressure. His challenges were frustrating for sure, but solvable. I really admired his strength, but I also wondered if he had spent time in his customer service department recently. To the CSRs it was a war zone full of combative customers, high call volumes and ever-changing rules. The department needed a morale boost and a strategy to go from being reactionary
The heart of customer service is to help and make people happy. When CSRs must react to situations versus being trained and ready to handle them, the customer suffers and so do your employees. Being prepared to handle anything that comes your way in customer service is a long term strategy. It requires a plan, preparedness training, ongoing assessment of your team’s skills and excellent communication between departments. No one is left behind and no one is left out.
Permanent Increase of Call Volume
Acquisitions and new municipal contracts
I watched an episode of America’s Got Talent where a young woman on stage described her talent as belly dancing contortion. I had to admit I had no idea what that was and was intrigued enough to watch more. When she was finished, one of the judges told her she was a good contortionist, but a bad belly dancer. She defended that by saying she didn’t make a solid routine because “too much structure” made her feel like she had no freedom. She didn’t want to be “boxed in” by structure and it was obvious she was just doing an impromptu performance. For her, lack of structure
How many words does it take for you to determine if the customer on the other end of the line is in a bad mood? One? Maybe two? You hear your customer’s voice and you can’t help but start to pass judgment on cranky old Mr. Miller. After the conversation is over, you turn to your co-worker and say, “You won’t believe the jerk I just spoke with!” Your teammate nods her head and smiles as she says, “Wait until I tell you about mine!” Before you know it, everyone is talking about their customer as that jerk or that idiot that needs to get some manners.
How many words
When the nurse told me my blood pressure was 120/70 I felt great. It seemed as if diet and exercise were paying off for me. To be honest, the only number I have paid any attention to is the high pressure reading. As long as I stay within the 120 range I am in great shape. The low number didn’t mean anything to me until a paramedic took my father-in-law’s blood pressure. When he said it was 90/30, I casually asked what the low number meant. The paramedic seemed alarmed as he shouted that he was bleeding somewhere. He told me that the lower the low number was, the more serious
It was just a few minutes past 8:00 and already a customer was calling in to report that the trash had been missed. The customer service representative looked at the account and saw that the driver had documented that it was not out when he came by the day before. The CSR spoke in a cheerful voice as she told her customer that she failed to put the trash out on time. She offered to send the driver back this time as a courtesy. The customer was notably irritated as she defended herself and said that she always puts the trash out the night before. The CSR rolled her eyes and sighed as