During a recent training session, I asked someone who is designated as a back-up to answering the phones who her customers were. She was confident in her response, “I don’t have customers. I don’t have anyone from the outside call me.” I explained that customer service isn’t a job title, but a trait a person has. It is about understanding who you interact with each day and being intentional about helping him or her to the best of your abilities. It’s about serving people. She caught on quickly and came to understand that her customers were most
Where does your inspiration come from? Let me be more specific. Where do you go for fresh ideas to motivate your team? Possibly you have had a rough month or two with weather related heartaches, price increases, technology or attendance issues. For some of you it has been all of the above! Some of you are watching your team’s performance scores like a hawk and others are in a rebuilding phase and want to finish the 4th quarter well so that they can build momentum for 2018. I had the honor of interviewing 3 Customer Service Managers who
What is more intimidating than an angry customer complaining about service? An angry business customer complaining about service! Customer service and sales representatives have confessed that they are nervous when they hear a harsh tone of voice or have a business manager complain that he has called multiple times for the same thing. Costly short-cuts and ineffective solutions are used to get the unhappy person off the line as quickly as possible. Your team can confidently interact with the customers and provide right solutions, but it will take training
In 2016, the Chicago Cubs won the World Series after a 108-year drought. The drought was not only the longest in major league baseball, but according to Wikipedia it was the longest in all major North American sports. They had great players, managers and games along the way and still didn’t achieve their goal of a World Series Win. The Cubs needed something. They were missing the special sauce needed to be a championship team.
Crane Kenney, the Cub’s President of Business Operations said this, “There’s a saying in business that ‘culture eats strategy for breakfast’
What can you do with someone who is defensive and doesn’t receive feedback well?
Being defensive isn’t unusual. It is a very human and common reaction to criticism. My sister and I joke about the fact we weren’t raised to receive criticism as something that is helpful. It can be a slow process to change not only how you react but also to look forward to feedback. You may be working with someone who has years of practice defending actions versus looking for ways to use criticism to make improvements. Here are some suggestions to help both you and your team grow through criticism.
There is a lot that goes into implementing a price increase to your customer base. Operations, sales, accounting and many others need to coordinate what will happen and when. Customer service needs to brace for an influx of customer calls by adding additional staffing, some of whom may be temps or support staff within the office. Unfortunately, some leaders simply settle on a vague directive to the team that they should try to keep as much of the P.I. as possible. They leave the details of what will be said and done to the person taking the call. It has been my
As a company, Tooty has listened to over half a million customer conversations which includes both secret shopper calls and monitored real customer conversations. Regardless of the industry or the office location, CSRs will tell me how different and demanding their customers are in comparison to anyone else. Some describe their customers as mean, long-winded or needy. I recently told a CSR I was hoping she would get some of “those” customers while I was with her, not because I wanted her to be nervous or to be given a hard time but because I wanted to
Five year old Hunter asked me why he couldn’t burp out loud in Chick-fil-A. I tried to keep from laughing as I told him it wasn’t polite. I didn’t know if a 5 year old knew the meaning of polite and I really wanted to make sure he understood that burping out loud was not a good habit for a 5 year old to develop. So I asked him if he knew what it meant if I said he was not polite. He explained to me from his kindergarten perspective that not being polite was the same as not being nice. He understood. In recent training with some millennial CSRs I overheard them using some words in ways