Comments on: Combat Gear, Attack Plans and the Unhappy Customer http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/?utm_source=rss&utm_medium=rss&utm_campaign=combat-gear-attack-plans-and-the-unhappy-customer Creating extraordinary experiences one person at a time Mon, 23 Jan 2012 12:00:55 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Kelly Ketelboeter http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-889 Kelly Ketelboeter Thu, 29 Jul 2010 14:02:18 +0000 http://theexperiencefactor.com/?p=1067#comment-889 <p>@Jim - It's so good to hear from you! And I completely agree with you that customer service reps should be trained to remedy the situation or offer an alternative.  There's nothing worse than waiting for a call back from a manager or company rep when you are already upset.  Empowerment is a key element in service delivery and customer engagement.</p> <p>@Tim - I appreciate your kind words and I am so glad the post resonated with you.  I love the example and verbiage you provided.  Communicating the next steps is a critical element in the service recovery process.  Not only will the customer know what to expect it also shows a level commitment in taking care of their problem.  Thank you so much for expanding on the 4 steps above and adding your insight!</p> <p> </p> @Jim – It’s so good to hear from you! And I completely agree with you that customer service reps should be trained to remedy the situation or offer an alternative.  There’s nothing worse than waiting for a call back from a manager or company rep when you are already upset.  Empowerment is a key element in service delivery and customer engagement.

@Tim – I appreciate your kind words and I am so glad the post resonated with you.  I love the example and verbiage you provided.  Communicating the next steps is a critical element in the service recovery process.  Not only will the customer know what to expect it also shows a level commitment in taking care of their problem.  Thank you so much for expanding on the 4 steps above and adding your insight!

 

]]> By: Tim Porthouse http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-885 Tim Porthouse Wed, 28 Jul 2010 19:27:33 +0000 http://theexperiencefactor.com/?p=1067#comment-885 Kelly, I love the way you use examples in your daily life to highlight customer service issues and ideas - nicely done! I also love your 4-point plan - simple but powerful. I'm going to pin that next to my desk! I would add that it really helps to share your values (the principles you believe) with the customer. For instance: <em>"Here at Downtown Dodge, we are committed to doing the right thing for our customers and it's really important for us to make a fair decision. So, here's what I'm going to do, I'm going to speak to the Service Manager at the dealership and explain how you see the issue, and we'll call you later today to talk about what we can do next. Is that OK with you?"</em> (OK so I threw in another point too - tell them what the next steps will be, and when you will get them done!) Thanks for the post Kelly, Tim Kelly,
I love the way you use examples in your daily life to highlight customer service issues and ideas – nicely done!
I also love your 4-point plan – simple but powerful. I’m going to pin that next to my desk!
I would add that it really helps to share your values (the principles you believe) with the customer.
For instance:
“Here at Downtown Dodge, we are committed to doing the right thing for our customers and it’s really important for us to make a fair decision. So, here’s what I’m going to do, I’m going to speak to the Service Manager at the dealership and explain how you see the issue, and we’ll call you later today to talk about what we can do next. Is that OK with you?”
(OK so I threw in another point too – tell them what the next steps will be, and when you will get them done!)
Thanks for the post Kelly,
Tim

]]> By: Jim Matorin http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-872 Jim Matorin Fri, 23 Jul 2010 15:40:36 +0000 http://theexperiencefactor.com/?p=1067#comment-872 Empower.  People in customer service should be trained to do something on the spot to remedy a bad situation.  Kelly not sure how this would work in your example, but I am thinking in other service industries like airlines or restaurants. Empower.  People in customer service should be trained to do something on the spot to remedy a bad situation.  Kelly not sure how this would work in your example, but I am thinking in other service industries like airlines or restaurants.

]]> By: Kelly Ketelboeter http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-866 Kelly Ketelboeter Wed, 21 Jul 2010 22:45:00 +0000 http://theexperiencefactor.com/?p=1067#comment-866 <p>Hi Marty,</p> <p>Thanks so much for sharing your thoughts!  Empathy is a lost skill and it is an art.  I have found that either people have the ability to empathize or they don't.  It's something that can be challenging to teach and learn.  I also think the world needs a little more empathy.  It's interesting that it was the topic of a radio show.  The more we talk about it the more it may start spread.</p> <p>I too can say that I have offended a few customers in my day and have also gone to the other extreme like you mentioned.  The key is to reflect on each situation and figure out what worked and didn't work for you in that moment.  Our skills are constantly developing.</p> <p>The most important thing that businesses and employees must realize is that an upset customer is in fact a gift.  Not a pretty gift, but all the same they are a gift.  They are taking the time to share their upset, disappointment or frustration instead of just leaving and not saying a word.  Complaints are our opportunity to take a negative experience and turn it around.  As you also pointed out, it's not about being right, it's about doing the right thing.</p> <p>Thanks for contributing to the conversation! Kelly</p> Hi Marty,

Thanks so much for sharing your thoughts!  Empathy is a lost skill and it is an art.  I have found that either people have the ability to empathize or they don’t.  It’s something that can be challenging to teach and learn.  I also think the world needs a little more empathy.  It’s interesting that it was the topic of a radio show.  The more we talk about it the more it may start spread.

I too can say that I have offended a few customers in my day and have also gone to the other extreme like you mentioned.  The key is to reflect on each situation and figure out what worked and didn’t work for you in that moment.  Our skills are constantly developing.

The most important thing that businesses and employees must realize is that an upset customer is in fact a gift.  Not a pretty gift, but all the same they are a gift.  They are taking the time to share their upset, disappointment or frustration instead of just leaving and not saying a word.  Complaints are our opportunity to take a negative experience and turn it around.  As you also pointed out, it’s not about being right, it’s about doing the right thing.

Thanks for contributing to the conversation!
Kelly

]]> By: Marty Desmond http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-865 Marty Desmond Wed, 21 Jul 2010 17:24:58 +0000 http://theexperiencefactor.com/?p=1067#comment-865 Well done, Kelly.  This post is pretty timely.  You bring up some great points.     Not long ago I heard a discussion on the radio in which empathy was mentioned. One party stated how little empathy many people have now, especially those beginning their careers now.  Having listened to my best friend's frustration with his oldest child, it made a lot of sense to me.  You're story is surprising because it was an older, experienced guy who showed no empathy.  That's scary to think that he is mentoring younger people who should being taught how to empathize with customers.  Maybe being empathetic is a lost art?   Instead of listening and empathizing, too many of us are too busy trying to be right, instead of doing the right thing.  Clearly, the man at the body shop was more interested in being right; throwing out the 40 years experience card.  Little does he know that in 40 seconds he blew 40 years of credibility.   I've offended many customers in my career. More often than that though, I've been too empathetic, and even sympathetic, with customers.  I've always struggled with how far to go and how much to take from an unsatisfied customer.  Your 4 points help there. Well done, Kelly.  This post is pretty timely.  You bring up some great points.  
 
Not long ago I heard a discussion on the radio in which empathy was mentioned. One party stated how little empathy many people have now, especially those beginning their careers now.  Having listened to my best friend’s frustration with his oldest child, it made a lot of sense to me.  You’re story is surprising because it was an older, experienced guy who showed no empathy.  That’s scary to think that he is mentoring younger people who should being taught how to empathize with customers.  Maybe being empathetic is a lost art?
 
Instead of listening and empathizing, too many of us are too busy trying to be right, instead of doing the right thing.  Clearly, the man at the body shop was more interested in being right; throwing out the 40 years experience card.  Little does he know that in 40 seconds he blew 40 years of credibility.
 
I’ve offended many customers in my career. More often than that though, I’ve been too empathetic, and even sympathetic, with customers.  I’ve always struggled with how far to go and how much to take from an unsatisfied customer.  Your 4 points help there.

]]> By: Tweets that mention Combat Gear, Attack Plans and the Unhappy Customer -- Topsy.com http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-862 Tweets that mention Combat Gear, Attack Plans and the Unhappy Customer -- Topsy.com Tue, 20 Jul 2010 22:38:05 +0000 http://theexperiencefactor.com/?p=1067#comment-862 [...] This post was mentioned on Twitter by Jen Kuhn and Aimee Lucas, Tim Sanchez. Tim Sanchez said: Combat Gear, Attack Plans and the Unhappy Customer http://ow.ly/2e72x /via @KetelboeterPR [...] [...] This post was mentioned on Twitter by Jen Kuhn and Aimee Lucas, Tim Sanchez. Tim Sanchez said: Combat Gear, Attack Plans and the Unhappy Customer http://ow.ly/2e72x /via @KetelboeterPR [...]

]]> By: Kelly Ketelboeter http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-861 Kelly Ketelboeter Tue, 20 Jul 2010 22:11:59 +0000 http://theexperiencefactor.com/?p=1067#comment-861 <p>Hi Tanveer,</p> <p>Thanks so much for stopping by and adding your insight!  I think human nature is to place blame or shun responsibility when problems occur.  Shifting our thinking to one that is solution focused and focusing on education can help to diffuse that.  It's very easy to take for granted the level of knowledge that one has about their company or industry that the average customer doesn't.  A little understanding, empathy, education and problem solving go a long way in building relationships.</p> <p>Most of the time an unhappy customer will become a businesses biggest advocate when you can professionally solve their problem and make the experience as painless as possible.   My hope is to show that it's not that difficult to deal with unhappy or upset customers.  It just takes time and that personal touch.</p> <p>Cheers! Kelly</p> Hi Tanveer,

Thanks so much for stopping by and adding your insight!  I think human nature is to place blame or shun responsibility when problems occur.  Shifting our thinking to one that is solution focused and focusing on education can help to diffuse that.  It’s very easy to take for granted the level of knowledge that one has about their company or industry that the average customer doesn’t.  A little understanding, empathy, education and problem solving go a long way in building relationships.

Most of the time an unhappy customer will become a businesses biggest advocate when you can professionally solve their problem and make the experience as painless as possible.   My hope is to show that it’s not that difficult to deal with unhappy or upset customers.  It just takes time and that personal touch.

Cheers!
Kelly

]]> By: Tanveer http://theexperiencefactor.com/combat-gear-attack-plans-and-the-unhappy-customer/1067/#comment-860 Tanveer Tue, 20 Jul 2010 21:12:00 +0000 http://theexperiencefactor.com/?p=1067#comment-860 Great post, Kelly.  It's amazing how in such exchanges we become so focused on whose right as opposed to what's needed to address the problem.  We've all had those moments where a product or service didn't live up to either our expectations or worse, what we were told about it.  And yes, there is a feeling in there of wanting to blame someone for messing things up. However, more often than not, that's our initial reaction to discovering the problem and after that all we want is for someone to just help us to find some solution. The steps you list above are a great way to help those on the receiving end of these issues to remember that it's not about accepting blame as it is about helping others to resolve an issue. Great post, Kelly.  It’s amazing how in such exchanges we become so focused on whose right as opposed to what’s needed to address the problem.  We’ve all had those moments where a product or service didn’t live up to either our expectations or worse, what we were told about it.  And yes, there is a feeling in there of wanting to blame someone for messing things up.
However, more often than not, that’s our initial reaction to discovering the problem and after that all we want is for someone to just help us to find some solution.
The steps you list above are a great way to help those on the receiving end of these issues to remember that it’s not about accepting blame as it is about helping others to resolve an issue.

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