Customer Service Rants & Raves

Phone Etiquette Screaming I'm Screening

Thu, 09 Feb 2012 00:00:00 GMT

If you are going to have your calls screened, make sure it does not sound like you are having your calls screened. Better yet, don’t screen phone calls – should not every call be important?

Today, I made a couple of calls and it clearly sounded like the calls were being screened for the person for whom I was trying to reach.

On the one call, I was a client of the business. A new receptionist answered and asked, “…and what is this call regarding?” I thought – huh…it is a bit involved, so I said, “I have a question for so-in-so” and I informed her we were regular clients. She said, “Okayyyy….” as if she wanted me to tell her what my question was. I said, “It is an involved question, so I’d rather just ask so-in-so.” She said ok and took my name and number, and we said good-bye.

The other call I made was calling back an inquiry. The same intrusive line of questioning was used. You can always tell when calls are being screened. I realize some people in high up positions probably, from time to time, need to have calls screened. But, there is a friendly way of doing this.

Simply changing how you ask the “what is this call regarding?” question can help.

“I’m sorry, so-in-so is not available. Would you like me to take a message or would you like to leave a private voice mail?” If they want to leave a message, say something like, “May I get your name…and your number where he can best reach you…and would you like me to tell him what this is regarding?” If they do not wish to say what the call is regarding, then leave it at that and thank them for their call.

There are various ways to politely handle screening of calls, if it must be done. For more information on customer service training and proper phone etiquette, contact us today.

Do you view vendors as customers?

Tue, 30 Aug 2011 00:00:00 GMT

“No”, you may say, but let me tell you a story about a very successful marketing company. This company is successful because of the great reputation it has built. Good word of mouth advertising as a result of exceptional customer service and top-quality work has afforded them the luxury of declining clients.

Recently, two prospective clients called this marketing company to schedule a complimentary phone consultation. Appointments were made with both inquiries. Neither of these prospective clients made their phone consultation times. Regardless of how busy either of these business owners got, was it good customer service on their part to “blow-off” the marketing company – a company who could help them grow their business? Do you think that marketing company will be eager to pursue them as a client?

Your vendors are your customers too. For your company to be successful, you want the best vendors providing services to your business. To get the best vendors, you need to respect their time and treat them like a customer as well. Treating a vendor poorly can create bad word of mouth advertising. Being respectful is a good customer service quality.

Knowing who your customers are is important to providing exceptional customer service. For more information on our training programs, or to book a complimentary speaking engagement, contact us today.

Kudos for great driving etiquette

Tue, 30 Aug 2011 00:00:00 GMT

When I think of our customer service training programs, I think more of the in-person or over the phone training. However, today I am thinking about driving etiquette.

I was coming up to a 4-way stop sign intersection. My vehicle and a commercial truck arrived at about the same time. I was happy to give the truck the right away and wait. But, before I could wave him to go on, he waived to me and smiled. It has been a long time since having a good driving experience with such a courteous commercial vehicle. Most of the time, commercial vehicles are cutting cars off and in a hurry.

So, kudos to the owners of Miller Quality Contracting in Littleton, CO – your drivers have great customer service!

If you advertise your business on your vehicle, good driving etiquette can promote your business.

The no good gift receipt

Tue, 23 Aug 2011 00:00:00 GMT

Recently, we took a toy back to Toys R' Us. We had the gift receipt and the toy was never opened - still its original packaging. We were denied a refund, and only offered a store credit, which we did not need or want. After telling them we did not want a store credit, they offered to put the money back onto the purchaser's credit card. So, let's give someone else the money back, but not give us the money back - that makes zero sense!

We have purchased hundreds of dollars in toys there and the store personnel has no problem losing us as a customer.

I realize this is their "policy", but how good are your policies if it costs you good customers? What good is the gift receipt anyway? That is a policy that makes no sense to me at all and I can assure you that I will never step foot into that store again.

Remember Great Customer Service

Tue, 23 Aug 2011 00:00:00 GMT

I'm reading my rants and raves blog list and realized how many rants there are and how few raves there are. Is it because great customer service rarely happens anymore? Or, is it because we quickly forget about it?

I'd like to think I am the type (being in the customer service training business) to remember the great stories. But, I am sitting here this afternoon empty of such stories.

If you have a great customer service story that you would like to submit, please contact us with your story. We are looking for these great examples to provide our readers with customer service do's.

Check Your Junk Mail

Tue, 23 Aug 2011 00:00:00 GMT

For those who like to make web inquiries, there is nothing more frustrating than making a web inquiry and never hearing back from the company which you made the inquiry.

Additionally, some websites do not even have a contact form, so you are forced to email them (a bad web practice) and they never get back to you. In this case, your inquiry most likely ended up in their junk mail or spam.

Exceptional customer service means checking your junk mail/spam regularly. You might say that you simply get too much junk mail to do this, but it is a worthwhile effort to skim through it daily.

Better yet, if your website is one that does not have a contact form, you need to get your web developer on that. Even if you do have a web contact form, those inquiries could still land in your junk mail.

If you do have a web contact form, test it to make sure it is working and going to the right emails. This simple tip can earn you new business. Contact us for more tips on how your website can be more customer service friendly.

You Need to Calm Down!

Mon, 08 Aug 2011 00:00:00 GMT

Today, I visited a prominent party supply store chain in Littleton, CO. I was looking for costumes and other party supplies for a super hero costume party we are having for my son this weekend.

I was in the costume section and most things were in boxes all around the floor and shelves. Nothing was priced either. I asked a woman if they had any adult super hero costumes. She gladly offered to check in back. A few moments later she came out with a Spiderman costume. I asked her how much it was. She said, "It is $19.99". I said, "Great, let me call my husband to see if he wants it." I called him and he said to buy it. I continued to shop for all my other party supplies.

At the register, my total rang up much higher than I thought, because the Spiderman costume rang up $20 more than I was quoted. I told the cashier that I was told by the associate in back that it was $19.99. She checked with the associate and the associate admitted to giving me that price without checking. I said, "If I cannot get it for $19.99, then I don't want it." The cashier said she would give me a refund. On second thought I said, "Come to think of it, if you won't honor that price, then I want to return all of it and I want to speak to the manager."

About five minutes later (a long wait), a manager, "Melissa", comes up front. I proceed to tell her what happened. To which she replied, "Well, she [the associate] said she told you, "I think it is $19.99". There was a clear pause and I said, "She did not say, 'I think' because I said that was great and I was going to call my husband, which I did." I told the manager that she should have the integrity to honor the prices their employees quote to customers. To which she rudely said, "You need to calm down."

I told her that I have a customer service training business and it is bad customer service to tell a customer to "calm down." She obviously did not like what I said and proceeded to accuse me of yelling at her. Now I was really upset, but I assure you all reading this blog that I was not yelling. Speaking with emphasis and authority - yes, but not yelling. I said to her, "I am not yelling at you. I am speaking with emphasis, because I want this problem fixed." To which she said, "You know what I was going to do? I was going to make this right for you, but now I will not deal with you." I restated what she said to me and said, "So you are taking revenge on me for being upset?"

Then I asked her, "Was I truly yelling at you, or was I just talking with emphasis?" She admitted I was not yelling. I looked over at the cashier standing next to the manager and confirmed her name was "Emily". The manager asked, "Why are you dragging her into it?" I said, "Because I want a witness." I informed her that I would take this higher up than just the store level if she did not handle the situation now. The manager clearly made it known that she had the authority to make it right, but again refused to "deal with me". I wrote down her name "Melissa" and her manager's name. Additionally, I retraced what was said and confirmed all the statements she made to me with her, writing them down on a piece of paper. I gave her one last opportunity to make the situation right and she once again refused.

My son and I left the store and called the corporate office. Customer service like this should be avoided at all costs. I spend hundreds of dollars every year in their store. And, now, I will never step foot in the store again. Not to mention all the people I will tell - friends, family, readers of my blog, etc.

The corporate customer service supervisor was excellent. She told me this should not have happened and that the price the employee quoted me should have been honored with no questions. She took down all the details and sent it on to the regional and district manager. Supposedly, I will be getting a call to rectify this situation within 24 business hours. I will let you know what happens next. Stay tuned.

Training Subsidies to Denver-area Businesses

Fri, 05 Aug 2011 00:00:00 GMT

The Denver Office of Economic Development is offering training subsidies for qualifying businesses and training. Complete information can be found on the Denver Office of Economic Development website.

Where is Great Customer Service?

Fri, 29 Apr 2011 00:00:00 GMT

When I started the "Rants and Raves" blog, I told myself, this is not going to be all about bad customer service (rants). I am committed to also writing about the great customer service experiences (raves).

Either I am the most unlucky person or great customer service barely exists today. Tell us what you think. If you have a great customer service experience, please comment on it.

Sales Training vs. Customer Service Training

Mon, 18 Apr 2011 00:00:00 GMT

What does customer service have to do with marketing? EVERYTHING! Companies who provide ongoing exceptional customer service often spend half the money in marketing and attain twice the results.

Additionally, companies who employ sales reps think the reps need sales training. Or perhaps your sales reps have been through all the sales training, but sales are still behind. Selling is also about customer service. Many a sale is lost due to poor customer service – not poor sales skills.

In my marketing career, I did a good deal of media buying. I also worked on the sales and marketing side of advertising in the newspaper industry. What I found out is one's sales skills aren't nearly as important as their customer service skills. Let me explain.

Sales reps are trained on how to sell. I have been through many of those sales training programs. Few, if any, teach a salesperson to actually provide good customer service, how to listen, clarify, ask questions, follow-up and follow through.

I cannot tell you how many times a sales rep promised to send me the requested follow-up information that I needed to make a buying decision and did NOT. Or, perhaps they provided something else that I did not request, leaving me to call back again.

Others don't call back at all. Website inquiries are ignored or lost. Some are late to appointments. They think that being only five minutes late is no big deal. Some arrive grossly early. Both the early and late person are not respecting your busy schedule.

I knew of a company that spent a couple millions dollars a year on advertising. When friends of ours went into this retail outlet, the sales staff all sat around talking to one another. The couple stood by the product they wanted to buy and after ten minutes of waiting for the sales people to stop socializing, no one came to assist them and they left. Now, they were there to make at least a thousand dollar purchase, plus consider all the lifetime repeat business.

The list of poor customer service stories goes on and on, all leading to lost sales. Fortunately some companies know how to provide excellent customer service and it should be no surprise they spend less in marketing and are more successful. Excellent customer service has a huge return on investment and should not be ignored.