Do Unhappy Customers Scare You?

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

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Customer Service Training- Eye on the Ball

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’

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Customer Service Department Efficiency

I recently had a manager ask me why having a customer hold for over 10 minutes deserved a zero score. She rationalized her location’s long hold times by saying she had waited on hold for 30 minutes with a vendor when she called her corporate office. Although a 10-minute hold is better than a 30-minute hold, long hold times point out inefficiencies within a company or a department. The top reasons for having long hold times include: 1) short staffed 2) phones and/or computers go down 3) new business How can you know if your customer service

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Preparing for A Price Increase to Your Customers

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

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Patience and Understanding

I did some volunteer work with a group of first graders and one of our lessons focused on patience. It is endearing when a 6 year old scrunches her nose and asks, “Patience? What is that?” But, I admit I am more likely to throw my hands in the air as I shout, “Patience? What is that?” because there are days when it seems as if people are unable to tolerate anything that doesn’t go according to plan. Like you, I have many inconveniences that cross my path every day. It could be unexpected computer issues, airport delays or unreasonable people. On a recent trip during the height

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Scripts, Secret Shopper and Training

A few years ago I had a prospective customer tell me that they did not need the services that Tooty provides because they had the best customer service he had ever witnessed. He added in that the customer service department was well-run, sales were up and their customer satisfaction scores were all above average. The conversation reminded me of a scene from the movie Elf where Will Ferrell burst into a coffee shop shouting congratulations because he saw a sign outside that stated, “World’s Best Cup of Coffee”. He took the sign at face value and thought the claim was true.

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You Talk Too Much

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

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Automated Messages and Hold Music Can Create Angry Customers

Having irritating hold music or an out of date or out of tune automated message for your customers is the equivalent of having a sign on your door that says Keep Out. In customer service we often talk about hold time and how long a customer is willing to hold before hanging up. But how many of you have completely overlooked the customer’s experience while sitting on hold?

Many companies use an automated attendant to help during busy times. It is thought of as a way to help manage call volume. The automated attendant and its messaging should present an accurate impression of the company’s

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Get Rid of the Robot

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

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