I find little evidence of a positive customer service trend in businesses today. I look for it at every opportunity. I’m like a scientist, analyzing the data and concluding that most employees and companies don’t give a rip about their customers. The average consumer receives below average service. I’ve conducted scientific research. The data supports my findings. My research is highly respected in the scientific community. The technical term for this scientific approach is called “shopping”. I’ve listed behaviors of employees that support the fact that excellent customer service is an untapped market:
1. Argue with me:
If I present a problem or issue with your service or product, arguing with me makes you look bad. Don’t give me excuses, show me results. Remember: The customer may not always be right, but we must always do right by the customer.
2. Throw a policy at me:
“I’m sorry, that’s our policy.” Really? That’s all you got? Puh-leaze. Managers throughout the world, hear me roar, “Don’t let those words come out of your employees’ mouths ever again!” If you have to quote a policy to me then you should not be in business. Seriously, hand over the keys to the store and let’s shut ‘er down. Customer service is about explaining the policy, not quoting it. If you don’t understand the necessity of the policy maybe you should consider changing it or learn why it’s important. If you’re still lost, ask yourself: does this policy protect our customers?
3. Memorize your lines:
You’re an employee, not an actor. What’s with the script? An employee from my bank recently called me in an attempt to sell me some kind of insurance. It was so obvious he was reading a script. “Hello, *insert name here*, I’m calling to tell you about *insert product here*. This will help your children and spouse in case of your untimely death.” Wow, sign me up. The fact that I don’t have children or a spouse seems to elude you. And call me crazy, but I would never consider my death “timely”. Please, take the time to know what you are offering without the need for a script. Show me you care and maybe I’ll listen.
These are just 3 customer service behaviors that drive customers away. Imagine how many more exist within your company. By improving your customer service you will be tapping into a market that many businesses have overlooked. Go for it! Your bottom line depends on it.
Please share your thoughts on customer service gone awry. What drives you crazy? Is it a short drive? We’d love to hear your thoughts…
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{ 12 comments… read them below or add one }
I detest it when a customer rep has to transfer me to another agent, and then I have to give my information all over again. I was on the phone with HP customer service, after talking to this guy for about 25minutes, he then needed to transfer me to a technical rep, I asked him FOUR times to “please” pass along my information to the next rep. as I’d be pissed if i have to give it all over again, and guess what… the next rep had to ask for my information all over again! i just had to give it cos i had spent so much time on the phone and wanted to see my issues through to the end.. but i wouldnt want to pass through that ordeal anymore so i stay away from HP as much as possible.
I love your blogs. You both push emotional buttons.
As far as your posting, survey says….
Ignore the customer: The simple shrug that says reporting the problem won’t matter, because management doesn’t care. Humor me and say that you’ll report the issue.
Obnoxious behavior: I’m sorry that you hate your job, but I’m one of the dummies who trusted the company that pays your sorry butt. Is it too much to ask for a little respect? I understand everyone has a bad day, but come on! If it’s that bad, do something else.
Hassles you when you try to make a return: I buy a new cell phone and accessories. Within two hours, it comes out of the clip and breaks. I go back to the store and tell them that the $300 phone is my bad, but that I want to return the accessories. At that point, I’m already feeling low. The last thing I want to hear Sprint is your clerk to mouth off and tell me that I “have to” buy another phone. Nope, just turn the old one back on. Go ahead young man; write in your system what an arrogant customer I am. You have the “power”, unless I switch to the iPhone and post our ordeal on the web, every chance I get. I didn’t want to return the phone. I just wanted to return the charger and belt clip.
All of these issues can be lessened by treating customers with respect.
Cheers,
Marty
Ayo, I couldn’t agree more. I mean, I love telling a good story as much as the next guy, but I prefer to only tell it once.
Marty, you sound bitter dude! And I can’t blame you. There’s nothing like being ignored to get the adrenaline pumping. However, I find that I can get that from a good workout at the gym and feel better about myself.
I have three basic qualifications for base-line service: make eye contact, greet me, and smile. If you can’t even do those three simple tasks, we need to have a little chit-chat. However, for many of these issues that you have mentioned, I am learning to limit the blame I place on the employees. Isn’t it the manager’s job to ensure that good customer service is happening? Where’s the standard and accountability? If an employee has never learned how to provide good customer service, who’s responsibility is it to teach them? I’ve actually asked to speak to a manager on behalf of an employee before. While the employee was nervous (because I received less than stellar customer service), I actually asked the manager if they have every taken the time to work with said employee on their customer service skills. When the manager mentioned the word “common sense”, I asked him what common he thought common sense should be. Guess what? He couldn’t answer me.
Anyway, I’m sure I could go on and on. In fact, look for a new post on my blog in the next few days about customer service. No, I’m not copying you! You just beat me to the punch. I’ll do a kick-back to this, because this was great!
Best, Jake
Jake, I guess I did sound bitter. I was laughing as I typed that. You’re right about the management issue. bad service is a company culture issue.
Ayo, that would drive me crazy too. The HP Way has certainly gone away. I know several people who work for them and the stories of management are not good. That was once a proud organization. Mark Hurd is a great CEO if you are a shareholder. However, the focus on the spreadsheet has caused a lot of great people to leave.
I’m still chuckling over the bitterness. Thanks guys.
Cheers,
Marty
I thought this might strike a nerve!
Ayo…I agree with you. What an awful experience: the “transfer maze” most companies create is aggravating and impersonal. It’s almost as if they’ve found a way to create busy work for their customers. Like you’ve got nothing better to do! I wonder if they realize that making one small change (no blind transfers) they would be making a huge difference in the customer experience. Guess not.
Marty…I’m with you! You nailed it with the “obnoxious behavior”. How many times do we hear employees complain to us about their job? Too often to count. And when they don’t offer solutions, just sales, they are losing credibility and trust. Clearly, Sprint has lost your trust…hence, your business. I don’t think you sound bitter, I think you sound like the average consumer. We are shocked and dismayed with the lack of service we receive when giving our business to a company. Makes sense to me. And I’m glad this blog provided a forum for you to vent that frustration! That’s why I wrote it!
Jake…Love your criteria. It’s like the expectation we have of children…look at the person they’re speaking to, say “hi”, and smile. Not rocket science. And the worst thing is, those behaviors aren’t good service. It’s the lack of those behaviors that let’s you know you’re in for a ride through a customer service nightmare. If they can’t or won’t do those simple behaviors, how are they going to handle a question or concern? Yikes. And I agree…it starts with the leadership team. Their willingness and ability to effectively coach employees translates into the customer experience.
Thanks for sharing your thoughts and experiences! I’m glad to see that I’m not the only one that needs to be talked off the ledge from time to time…Jen
Great post Jen. I especially enjoyed Jake’s comment which called for those 3 simple things. It reminded me of a great case study that I picked up for the Purple Goldfish Project at #187. It’s a hospital called ‘Sky Lakes’ and their policy is called the ‘Six Foot Rule. It was a big contributor for the hospital to go from 41 percentile in customer service to the top 10 percent in one year.
Here is an excerpt:
Jen,
How about this one. Talking to a co-worker while I’m waiting for service. On a good day, it makes me want to say “zip it” while pulling the invisible zipper across my lips. On a bad day, it makes me want to reach across the counter and grab … …. well you get the point!
All I need is a kind look into my eyes. A courteous tone. And an appreciation that the coinage I’m leaving in their establishment represents part of my life. Money is congealed life. Show some respect.
Regards,
Dan
I love it when you travel to a retail store to make a purchase and while you are in the middle of your transaction the service person takes an outside call and begins to help that person.
When I’m conducting Customer Service Training, I am really surprised that the trainees don’t think there is anything wrong with this. That’s when we get into answering the phone, transferring a call, or putting people on hold.
Having fun,
Jerry
I love the part about getting rid of the script, Jen.
Hi Stan,
What a great example (“Six Foot Rule”) of how the smallest behavior makes the biggest difference. It’s too bad that they had to make a rule, rather than people making a choice about what type of work environment they want and how to contribute to it. Very interesting.
Hi Dan,
I can actually picture your leap over the counter! You bring up an interesting point: you had to work for that money that you’re handing to the employee…yet are they earning it? Not in that example. And your expectations are simple: treat me like a fellow human being. Wow.
Hi Jerry,
That is so frustrating! First come, last served! As if having call waiting in our personal lives were not enough. It seems pretty basic to serve the person standing in front of you. But like I said, customer service really is an untapped market.
Hi Constance,
So glad you loved that last bit! I was laughing as I recalled the moment. I work with so many organizations that worry more about the “perfect script” than they do about having employees who can think.
Thank you all for your insights, stories and thought provoking comments. I hope others continue to add to the conversation…quite interesting!
Cheers,
Jen
Jen,
Love it! You might want to check out Mark Waltz too. In his book “First Impressions” he talks about “RED RULES” and “BLUE RULES”. Empowering your team to break a “rule” or “policy”. Red rules can’t be broken because someone might get hurt or killed if you do. Blue rules, what we’d like but we’re willing and maybe even eager to break, if it means delivering a better experience…nobody’s going to die!http://www.becausepeoplematter.com/marks_weblog/2010/05/what-space-are-you-creating.html
Hi Kim,
I will definitely check out the red and blue rules. Your interpretation makes sense. Many employees get so stuck on policy, they forget they have an opportunity to think. By applying the rules as you suggested, maybe more organizations would step up their service, empower their employees and provide true engagement between all parties (the leaders, the employees and the consumers).
Thank you for adding your insight! Peace, Jen
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