As we head into the chaotic holiday season, I’d like to offer a few more tips on how to get great customer service.I’ve already offered some in an entry earlier this year, but now I’d like to expand to give you information that will help you get what you need faster and more efficiently:
1.Read and follow all of the instructions before you make a telephone call or send an email. I said this the last time I did customer service tips, but it’s a perpetual problem that so many people face. People tend to panic when they read something that alarms or confuses them and skim right to a telephone number to start dialing and firing off questions. Don’t do that. I can’t tell you how many times people said “oh yea, it says that right here.” Keep reading because businesses try to address their most commonly asked questions in instructions and the answer to your question may be in the next sentence (or paragraph). If you read everything and still have questions, then make the call.
2.Be mindful of deadlines and routinely busy times. There are two times when volume spikes: Right before a deadline and right around a holiday. Everybody rushes to get thing in, and that results in a slow down in productivity, especially if the staff has a heavy schedule or is short staffed due to people taking off for the holidays. Thanksgiving, Christmas, and New Years Day are especially heavy times (frankly, New Year’s Resolutions nearly kill me just about every year). So don’t wait until the last minute, or set an arbitrary deadline for the next major holiday. can assure you that you’re likely to miss it because you aren’t the only one cleaning off your desk. Submitting about a week to ten days prior to a deadline or holiday can make a world of difference in response time.
3.Gather things together before you call. It makes it easier for the conversation to flow if you don’t have to say “wait a minute” while you dig through piles of paper, or break into a conversation with a question you just thought of. Sit down and plan your questions before hand – write them down if you need to, and gather any paperwork you need to reference during the call before you dial. If you have to leave a voicemail and wait for a callback, set it aside where you can get to it quickly.
4.Find a quiet place to make telephone calls before you dial. I know this can be tricky because you can have an hour of silence, and then the place lights up with noise the minute you pick up the phone.Machinery, pets, children, and other people tend to pipe up when you pick up a receiver. I face it myself with screaming parrots at home and co-workers in the cubical farm around me at work. Just do the best you can to limit that background noise and it will actually make things easier for you.
5.If you have a heavy accent, consider saying “no” to the telephone. If you must call, be sure to speak slowly and annunciate. I’m not trying to sound rude. It’s just a simple fact that accents don’t translate well over the telephone and the heaver it is, the harder it can be to understand. This applies to domestic and foreign accents, too. And this is inexcusable to plead ignorance on because people aren’t shy about the “you aren’t from around here, are you?” question. If you’ve ever been asked that, at any place, any time, or in any contect, then you have an accent. Consider emailing your question if possible. And yes, I know I’m guilty on this one. I have a southern accent and I’m frequently asked to repeat myself over the telephone – in fact, I try to avoid drive-in restaurant speakers for this very reason.
6.If you leave a telephone message, don’t spit out your telephone number in a fraction of a second. Sometimes people ramble on messages, then spit out the number quickly when they realize they’re about to “time out.” Give your name and telephone number first (speak slowly, and consider repeating your number), and then give a brief description (1-2 sentences) about why you’re calling. Try to keep your entire message under 30 seconds. In fact, it might be wise to consider what you will say in a voice mail message prior to calling so you'll be prepared.
7.When you visit a place of business, be sure to fully secure your vehicle. This isn't really a customer service tip - it's more of a CYA tip (if you know what I mean). Don’t leave anything out in plain sight. Businesses have things stolen too. In fact, we had a customer have their truck broken into one morning during a meeting – in broad daylight in a public parking lot! It happens. Put personal items in trunks, consoles, or glove compartments and be
sure to lock all doors and set car alarms (if you have one).
8.Be mindful of business hours. Don’t loiter in parking lots before opening or after closing and whatever you do, DO NOT grab random employees and ask questions. Employees can only address questions related to their area and sometimes aren’t allowed to personally interact with customers unless they are in the building or
at a business-related function. Loitering around a building and approaching employees in parking lots is a good way to get security – or worse yet, the police – called. If you arrive early, stay in your car and direct questions to
the front desk receptionist or the person you’re there to meet.
9.Set deadline dates in your cell phone with a reminder to go off about a week before the deadline date. I mentioned this too, but it bears repeating because people keep claiming that “I got busy and it snuck up on me.” This is inexcusable with everybody flashing smartphones all over the place. Even the most basic cell phone has a calendar function. Use it.
10.Give other employees a chance to help you. So often, people will get a name, and that’s the only person they want to talk to. Don’t make your life harder by being stubborn and clinging to a particular employee. They’ve all
been trained and have the same answers for you. And likewise, don’t think you can play this the other way by calling back several times to “shop” for the answer you want. The answer to your question will be the same whether you talk to your favorite person, or whether you’re “fishing” for an answer. So accept what you get and don’t be a bully.
That’s it – eight new tips for great customer service and a repeat on two that, well, seem to need repeating. Follow these tips, and I can guarantee that you’ll get faster and better service all around.
That’s all today.
The publishing industry might be steeped in old traditions, but I have to admit that they do one thing right: You get one shot at submitting and if you don’t follow the instructions to the letter, you’re outta there. It started with mainstream publishing and it’s a standard that the epublishers and self publishers continue to carry forward as books go digital. They won’t even read your submission. And there are no “do overs,” either. If you clean it up and resubmit, you’re going to get ignored at best and a note saying “we already rejected this” at best. You have one shot and if you get cheeky and decide to do it your own way, you’re done.
It used to be the way it was in more industries than that. I remember filling out my college application with extreme caution because it had to be “just right” and scratch outs weren’t allowed. In fact, I did it right and my parents and I were still concerned that there might be some chance things would go awry despite our best efforts to get it right. The University was so strict on adherence to the rules that I was paranoid I might have missed something. Like the publishing industry, following the instructions was their first screening process. If you couldn’t do that, then it was clear to them that you didn’t belong there, and they didn’t waste any more time on you.
Somewhere along the line that changed, and I’m not sure how or why. No doubt, enough people crying “everybody makes mistakes and needs a second chance!” probably had something to do with it. The problem is that too many places have become patient to these indiscretions, and the standard is dropping. In fact, people are now blatantly ignoring the parts of the instructions they don’t like based on the “oops” argument (oops, was that there? Didn’t think you’d notice that I just skipped it. I mean, honest mistake. I’ll do over and it’s alright).
Now don’t get me wrong. God knows people are perfect and we all need second chances. The problem is that people are taking advantage of those second chances by trying to manipulate them into what they want things to be instead of what they are, and that’s not excusable under any circumstances. Here’s an example: Over the past month, I’ve returned an average of three things per week due to failure to follow instructions. The problem is, in every case I know they did read the directions. They followed every one of them; except the ones they didn’t like. The “oops” argument was applied to the more detailed parts that people were just too lazy to do it right the first time, and they thought I wouldn’t notice. They didn’t realize that if it’s a top requirement in bold red print, then I will notice. And furthermore, it’s my duty as the gatekeeper to pick it apart before it’s allowed to go any further. Those instructions are based on what the people actually making the decisions need in order to do things right. If you skip things, then it can go no further. They delayed themselves because the request for further action means that things won’t be able to move anywhere from here until they do it right, and in some cases that’s going to mean a potential delay of months due to schedules and upcoming deadlines for other things that will have to take precedence. That’s sad too, because it’s not necessary. That time could have been better spent doing it right the first time. And, of course, it casts doubt in my mind because if they want to cut corners here, then are they serious in doing what they’re applying to do right? It causes question to their standards in places where that attentiveness could be critical to the safety of a lot of people.
I’m not saying this is a model that needs to be applied everywhere, but I certainly believe it should be applied more places, and it needs to be taught early, while children are in school. Because when you know that you’ve got one shot to get what you want, you tend to take more time and care in doing things right. It might take more time, but in the long run it pays off because doing things right the first time saves you time and gains the respect of the people you’re working with by demonstrating that you care about the process and not wasting their time with excuses or shenanagins. It’s like me with the college application. My fastidiousness with that paid off. I was accepted to the college of my choice on the first round and graduated with honors four years later, because I knew they wouldn’t put up with nonsense or excuses out of their students.
So yes, the publishing industry still does one thing right. They know they’re the royality of their kingdom and expect to be respected as such. In this industry, you can run but you can’t hide. There’s no place in the publishing industry, mainstream, epublishing or self publishing, where you’re instantly rejected if you don’t follow the rules to the letter. That’s why only the strong, persistent people that are willing to learn,grow, and respect the system survive.
If only more places held to that standard. Oh, how the ranks at the middle and high levels would be culled because only the ones with respect for the system and dedication to doing things right would survive.
That’s all today. Have a Happy Friday tomorrow and a great weekend.
If you work, you serve others. This is a simple fact of life. The issue is, who are you serving? Customer bases vary widely but there are some things that are universal no matter who you're working with, be it the utility company or a government agency. Here are a few tips to make those calls easier so you get the best (and fastest) customer service possible:
1. Check the website. Everybody has a website now - heck, even my PARROTS have a website, so it stands to reason that companies do too. These websites are updated frequently by experts and usually contain information that customers inquire about most. The purpose of the website is not only to provide services to the public, but to answer some of the most frequently asked questions and to provide guidance on issues that they receive the most calls and e-mails about. Checking the website might save you a call, or at least lead you in a direction where you can fine-tune your inquiries to get more specific information quickly and easily.
2. Plan your call carefully and be mindful of the schedule. If there's a major deadline within the next week, I can assure you that the call volume is high and you will be more likely to be placed on hold or wind out leaving a message that may not be returned for a while. Try to avoid deadline times by planning ahead or, if it can wait, calling a couple of days after the deadline passes. (You can usually find out if you're approaching a deadline time by following Suggestion #1). Another time to avoid are days immediately before or after a major holiday. Staffing is usually low before the holiday (when everybody wants to use those precious vacation days), and call volume is typically extremely high after a holiday (when everybody goes back to work). And Friday afternoons are usually bad too, because everybody wants a Friday off, so if there's leave to burn (in terms of "use it or lose it" days or comp time) that's usually when staff cashes in. The trick is that you want to call when there's maximum staffing, but not extremely high call volume - this increases your chances of getting a human being with correct answers quickly and easily.
3. Read the instructions all the way through. I understand that it's a knee jerk reaction to pick up the telephone once you hit a sentence you don't understand. Don't do it. Keep reading because the answer might be further down the page. I can't count the number of "oh yea, right there it is, I just quit reading" comments I've heard over the years.
4. NEVER pick up the telephone when you're panicked or heightened emotional state unless it's a medical emergency and you're calling 911. I kid you not - I've answered the telephone to full blown hyperventelation many times, and those are awkward calls. I have a psychology degree, but most people in administrative jobs studied areas like business management or accounting and they may not have been trained to "talk you off a cliff." Practice what I call the 10-10-10 rule: Take 10 slow breaths, count to 10 slowly, and wait 10 minutes. Then you'll be able to frame your question in a way that gets results and answers quickly and calmly.
5. Collect your questions and focus on the person you're talking to as they answer. As you puruse the website and read the instructions, make a list of your questions. Don't interrupt the person in the middle of a sentence with a follow up question before they finish answering the last question, or be one of those people that says "oh! One last question!" ten times. Because in those situations you usually wind out asking the same thing 3 times because you were so busy formulating new questions that you didn't hear the answer to the one you were asking.
6. Limit the hypothetical questions. If you say "what if I ..." or "suppose I were to ..." more than twice, then we suspect that you're looking for ways to duck the red tape (and we will look for ways to trap you into admitting it). Be straightforward and give us the facts, please.
7. Rephrasing the question 7 ways won't change the answer. And "call shopping" (where you realize it's a rotating line and keep calling to work your way through the staff to get the answer you want) is a trick we pick up on around the third call. Everybody in that department has been trained the same way and they'll give you the same answer. No matter how many times you call or how many ways you try to rephrase it.
8. Be respectful. What I mean is that if the person says "I don't know but I can send you to somebody that does know," immediately cease and desist from asking any more questions until you're routed to the right person. Because your "wait a minute, let me ask you this while I have you ..." questions will lead to more "I don't knows" and a delay in getting the information you need while you bark up the wrong tree. Nobody knows everything and despite the current push to "cross train," there are people that know some things better than others. They're trying to help you by sending you to the most knowledgeable person to answer your question. Let them do it.
9. Be patient. Not every question has an immediate answer and they may have to research what you're asking about. So don't wait until the last minute. Plan ahead.
10. Don't lie. I know this sounds silly, but people do call and outright lie about things, only to be embarassed when we use that annoying database at the computer we're sitting behind and catch them in it. That can lead to serious trouble in some situations, so please, no matter how embarassing or hurtful it is to your pride, just tell the truth. We will act with discresion and will do our best to help you - but don't say you mailed the check and it cleared last week when it's lying on the table in front of you. Because they'll look it up, see it didn't arrive, and the next question will be for you to send them a copy of the cancelled check to prove it. Awkward!
A lot of getting good customer service is to use discernment and good, old fashioned common sense in dealing with companies. Be courteous, professional, respectful and plan appropriately and you'll get the fastest and best customer service available. And really, these are good rules to apply to all of your relationships.
That's all for today.
It's T-minus 10 days until Christmas and counting. Are you ready?
I'm not either. Yes, I feel your pain.
As we enter peak holiday prep time, I'd like to offer some tips on making life easier during these hectic days. These are good tips all the time, and hopefully you can implement them now to find some relief from holiday stress.
1. Follow the instructions. Even if you think they're stupid. Even if you think you know a better way. Even if you think you're better than that. They're there for a reason, and following them will save everybody time and frustration - especially you.
2. Use the calendar function on your devices. Even the most basic cell phone has a calendar feature, so there's no excuse for missing appointments, functions or deadlines if your schedule is on a device that you have with you all the time.
3. Set priorities and organize your life by them. It's literally impossible to do everything, so you have to decide what's the most important. Take stock of your life and to-do list and organize your schedule in these remaining days according to what matters the most.
4. Be sure you get enough sleep. It's easy to skimp on sleep when your schedule is full and a few more minutes - or hours - would help, and that's dangerous. Getting enough sleep is the secret to staying healthy, energetic, and alert so you can accomplish more in the other 16 hours of the day.
5. Take a timeout this weekend. I don't care how long your "to do" list is - you need time for yourself before family descends on you for the blessed season of celebration. Don't go into the next two weeks tired, stressed out, and frazzled. Take at least a few hours to do something for yourself: Read a book, watch a movie, go out to a good dinner, or just sleep in Saturday morning. Trust me, it will give you the energy you need to cross the finish line.
And in closing, I urge you to remember the reason for the season. Christmas isn't about decorations, parties, and presents. It's about Christ and the give of our salvation. Sometimes the celebration overshadows the reason we're doing everything we're doing all of this. I'll have more on this as we get closer to Christmas.
Ok folks, there's not much time yet but we'll make it by the grace of God, like we do every year. Take care, and I hope these tips will help you preserve your sanity now, when you need it the most.