Tuesday, March 20, 2012

Customer Service Tip: What Not to Do – Twenty Ways to Kill Customer Loyalty

This customer service tip focuses on customer loyalty, which is one of the coveted bi-products of delivering good customer service. Yet good – even great – customer service by itself will not create loyalty. It takes more, such as quality, reliability, dependability and more. On the flip side, it doesn’t take much to erode loyalty.

Below is a list of “twenty loyalty killers.” This may seem like a negative article, but please don’t view it as such. Look at this as a checklist to confirm that you are avoiding any of these behaviors. There, I’ve put a positive spin on it. So, here is a list of a twenty “loyalty killers” that you must avoid to maintain your customer’s confidence and their loyalty:

1. Uncertainty is a loyalty killer.

2. Complacency is a loyalty killer.

3. Apathy about your work is a loyalty killer.

4. Lack of confidence is a loyalty killer.

5. Bad customer service is a loyalty killer.

6. A bad attitude is a loyalty killer.

7. An aggressive attitude is a loyalty killer.

8. Indifference toward a customer is a loyalty killer.

9. Lack of enthusiasm is a loyalty killer.

10. A communication breakdown is a loyalty killer

11. Inconsistency is a loyalty killer.

12. A weak relationship is a loyalty killer.

13. A long wait time is a loyalty killer.

14. A slow returned phone call or email response is a loyalty killer.

15. Arguing with a customer is a loyalty killer.

16. Making a customer feel that they are wrong is a loyalty killer.

17. Making a customer feel ignorant is a loyalty killer.

18. Being impatient with a customer is a loyalty killer.

19. Using unfamiliar jargon or acronyms is a loyalty killer.

20. A failed promise is a loyalty killer.

Are you or your company guilty of any of the above loyalty killers?
Remember that customer service by itself will not create loyalty, but it helps to get you there. You need your customer’s confidence. The old cliché is that people want to do business with people (or businesses) that they know, they like and they trust. What are you doing to create those feelings?

Finally, this is a short list. There are many more loyalty killers that we should avoid. I’d love to hear what you would contribute to this list.

Shep Hyken is a professional speaker and New York Times and Wall Street Journal bestselling business author who works with companies who want to develop loyal relationships with their customers and employees.

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Tuesday, March 13, 2012

Positively Contagious


The Swine Flu is not the only thing you catch at work. Turns out you are just as likely to catch someone’s bad mood and negative attitude. Yes, the latest research demonstrates what we’ve all known to be true, emotions are contagious. Researchers call them emotional contagions and they impact our work environments, productivity, teamwork, service and performance in significant and profound ways.

As we know all too well, one negative employee can pollute an entire team and create a toxic work environment. One negative leader can make work miserable for his/her team. An employee in a bad mood can scare away countless customers. Complaining can act like a cancer and spread throughout the entire organization and eventually destroy your vision and goals. And pervasive negative attitudes can sabotage the morale and performance of teams with great talent and potential.

That’s the bad news... but there’s also good news.

Positive emotions are just as contagious as negative emotions. One positive leader can rally a group of willing people to accomplish amazing things. One Chief Energy Officer who sits at the welcome desk can positively infect every person who walks in your business/school/workplace. One positive team member can slowly but surely improve the mood and moral of her team. And pervasive positive attitudes and emotions at work can fuel the morale and performance of your organization.

Emotional contagions are the reason why when I speak to businesses, schools and sports teams I say that everyone in the organization contributes to the culture of it. You are not just a creation of your culture but rather you are creating it every day through your thoughts, beliefs and actions. What you think matters. How you feel matters. And the energy you share with others, whether it’s positive or negative, really matters.

You can be a germ and attack your organization's immune system or you can act like a dose of Vitamin C and strengthen it.

So the next time you head into work with a bad mood you might want to stop before you walk in the door and consider what your boss would say if you had the Swine Flu. She would tell you to stay home until you are healthy and not contagious. And in that moment, as you stand at the door you have choice: You can go home so you don’t infect anyone with your bad mood, or you can choose to get healthy right there, change your attitude, and decide to be positively contagious.

Do you work with a positively contagious co-worker? Do they make work more enjoyable?

- Jon Gordon

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Thursday, March 8, 2012

Service Recovery: Four Steps to Increasing Customer Loyalty

By John Tschohl
Over the years, I have addressed service recovery in thousands of speeches throughout the world. It is, I believe, one of the most important elements of customer service, and it can make the difference between success and failure for any organization.
I am amazed, however, at how many people—from frontline employees to senior executives—do not understand service recovery. If you don’t understand it, you can’t provide it.
Let me give you a real-life example of wonderful service recovery. At his wife’s request, Bob stopped at the Olive Garden Italian Restaurant in Bloomington, Minnesota, to pick up a salad to have with dinner that night. When he returned home and his wife opened the container, she discovered it did not include the dressing for which the Olive Garden is famous.
When Bob returned to the restaurant, the manager already had been made aware of the mistake and was waiting. He apologized profusely and gave Bob two bottles of dressing, a large dessert, and a $10 gift card. What was the result? Bob and his wife happily enjoyed their salad and dessert and are looking forward to using their gift certificate.
They also told many of their friends about the incident—not focusing on the mistake the Olive Garden had made as much as what the manager had done to make up for it. The actual cost of what the manager gave to Bob and his wife was negligible; the word-of-mouth advertising the Olive Garden received for it was priceless.
This is what service recovery is all about. It is turning a negative situation into a positive one and sending the customer home thinking he has just done business with the greatest company in the world.
Word-of-mouth advertising is the most powerful advertising you can get—and it costs you nothing. It’s common knowledge that most of us, before making a purchasing decision, ask friends and coworkers for referrals. What they say is very influential, because they are people we know and whose opinions we trust. So, when someone asks Bob to suggest a restaurant for lunch or dinner, you can bet he will recommend the Olive Garden.
On the flip side, people who have problems with a company and do not have those problems solved to their satisfaction tell anyone who will listen about their negative experience. And they often do so via social network. Before an unsatisfied customer even walks out of your business, she can be sharing her dissatisfaction via her smart phone to hundreds of friends on Facebook, for example.
Every company, no matter how good its products and employees are, occasionally makes a mistake. It’s how you handle that mistake that makes the difference between earning a customer’s loyalty and driving that customer away. When a customer comes to you with a complaint, take these four steps to ensure that you provide the type of customer service that will keep him coming back to you:
1.    Act quickly. Do whatever you can to solve the customer’s problem on the spot. When you send that problem to someone else—your supervisor or manager—the customer becomes frustrated. That frustration escalates with every delay in reaching a solution. If you can’t solve the problem within a matter of minutes, you’re in trouble.
2.    Take responsibility. Don’t get defensive and take the complaint personally. And don’t challenge the customer. Instead, be empathetic. Offer a sincere apology. You might say, for example, “I am so sorry. I understand why you are upset. Let me see what I can do for you.”
3.    Make an empowered decision. Know the boundaries of your authority so you can solve customer problems and complaints. Make it clear to the customer that solving her problem is your priority.
4.    Compensate the customer. When you offer the customer something in the form of compensation, it does several things. It makes her feel valued. It makes her think he just did business with the greatest company in the world. It increases his loyalty to you and your organization. And it creates positive word-of-mouth advertising.
In the case of Bob and his experience with the Olive Garden, he and his wife told all of their friends about their experience. And they are looking forward to using that $10 gift card. That is what service recovery is about: satisfying your customers and making sure they return to you.

About John Tschohl
John Tschohl, the internationally recognized service strategist, is founder and president of the Service Quality Institute in Minneapolis, Minnesota. Described by USA Today, Time, and Entrepreneur as a “customer service guru,” he has written more than 26 customer-service training programs that have been distributed throughout the world. John’s monthly strategic newsletter is available online.

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