The winter of 2019 has been a nightmare from coast to coast. 25 degrees below zero in Chicago and blizzards on the west coast were only a couple of Mother Nature’s cruel tricks. Customers aren’t always understanding when it comes to delays in deliveries or services such as picking up their garbage. Often-times the only tool customer service representatives have at their disposal is to wait for updates on routes from the operations team and to hesitantly suggest service will be attempted “hopefully tomorrow”. We should be better prepared. We can surprise our customers with our great attitudes
trucking industry
I Hate Scripts
You and I have heard the declaration “I hate scripts!” more than once. We aren’t going to dwell on why you or someone you work with might get angry at the mention of a script. I want to point out what you and your team are missing when these great tools are left to gather dust on the corner of the desk.
Celebrating an individual’s improvement
Hunter is a CSR at the Orlando District and she has been with Waste Connections for almost a year. Her Tooty scores were up and down and she was frustrated by the scripts. During our coaching session together, she shared that she was frustrated
C.S.I.- Customer Service Investigator
One of the benefits of my side-by-side coaching with customer service representatives is that I not only get to hear customers share their concerns about their garbage service, but I get to find out whether or not the company has a working process for investigating and solving repeat service issues. The conversation below is based on an actual customer conversation. It is a perfect case study for us to use to talk about the importance of developing your team’s investigative skills to improve customer service. Service issues can’t be
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
