People hit me with questions on customer support at the unlikeliest times. The other morning, a few men sidled up to me inside the guys’ room and began firing off follow-up questions to a customer service keynote speech I’d just added. (Despite the awkward setting, I did my nice to oblige.)
I get questions about the aircraft as well–from seatmates and flight attendants alike–and even as soon as at a medical doctor’s appointment (I seek advice from on affected person revel in healthcare as nicely, so I guess that physician was taken into consideration my examination to be a hazard to brush up).
So for this text, I’ve compiled 5 of the extra thrilling questions about customer support that have been posed to me in such contexts or sent to me through electronic mail. (If you have questions you’d want to have spoken back, let me recognize and I’ll get them in the next spherical.)
Dear Micah: I manipulate a massive customer support crew, and I guess I turned into born to permit things to roll off my return. But my employees can’t appear to do the same; they get so protecting while customers complain that they continuously make the situation worse. Do you realize why they take it so for my part?–Confused in Cambridge
Dear Confused: Your employees use defensive language and defensive responses due to what they’ve visible modeled growing up (as youngsters, they will have grown up looking one determine to react to the other with protective and accusatory retorts) and the way they’ve discovered to react in their personal lives developing up (it’s pretty recurring for everyone, while a sibling accuses us of some thing such as breaking a toy, to snap again with, “I did now not!”)
To spoil protective conduct, employees need to be informed and shown what’s predicted of them at paintings. In my customer support schooling workshops, we work on replacing protective phrases and terms with non-inflammatory options, carrying out this through information, modeling, and role-gambling. Beyond that, you could take the method that I do while operating with customer service consulting clients: I assist them to broaden their own “language lexicon” with discouraged phrases and phrases that may be used as substitutes.
Dear Micah: When I see my personnel making errors in how they paintings with the general public, I’m never certain when the proper time is to accurate them. Should I say some thing right away? Should I look ahead to an often scheduled check-in?–Tongue-tied in Tel Aviv
Dear Tongue-tied: Immediate correction is the way to go. If you wait, neither you nor the offending worker will take into account the incident clearly. (Important: You never need to correct a worker within earshot or eyesight of a client. Patrick O’Connell, the legendary proprietor of the double Five Star Inn at Little Washington, tells me that he’ll employ a hidden elevator shaft proper off the eating room for worker corrections, to ensure they’re now not audible or visible to clients.)
Dear Micah: We’ve had customer support trainers are available in in the beyond–not, you by way of the way–and it’s hard to sustain our momentum after the hullabaloo is over. Can whatever be carried out to provide staying energy to customer support principles?–Frustrated in Fresno
Dear Frustrated: The value of customer service training is more desirable if it’s a part of a usual customer support initiative that includes one or more maintaining rituals, to preserve the key factors of the training alive. One such ritual that I advise to customer support consulting and training clients is what I call the “Customer Service Minute.” (In spite of its call, it’ll much more likely require five minutes, however, keep it under ten.) The Customer Service Minute happens at the beginning of every workday (or shift, if you run more than one) and involves personnel—all personnel—who acquire in small agencies to kick off the workday, or shift, at the proper word.
Each Customer Service Minute ought to be dedicated to an unmarried issue of presenting incredible service. This normally consists of the sharing of examples that illustrate that unmarried carrier precept in addition to going over helpful techniques, pitfalls encountered, and challenges overcome. Note: The Ritz-Carlton Hotel Company has followed this method for over 30 years, each unmarried shift, to keep the entire worldwide company on the identical web page with regards to provider excellence.