Recently in Customer Service Category

It's that time of year again. Everyone's busy, stressed out and short of time. It can be easy to forget to thank folks. It shouldn't be. However, sadly, it is.

We can usually remember to thank our customers. And we probably don't have any trouble thanking family. However there is a group of folks that are often left out of the "thank you" pile.

And that would be our co-workers. The folks we spend most of the day with side-by-side. In the spirit of the holidays, we at Telephone Doctor, dedicate this column to our inside customers. The folks that are thought of as our 'home away from home' family. Sure, we argue and disagree with co-workers just like our family. And that's OK, because most of us have a family environment in our office. We understand that. It's our office family.　

With this in mind, our column goes to our co-workers, our internal customers, this month.

1. Understand Your Role - Each employee should know the mission of their organization and the role they play. Those of us who are in a small department of a large company can often times miss the big picture. If you don't know the mission of your company, ask for it. Keep it at your desk. It will help you with the big picture. You may start to understand the 'why' of the things you're asked to do sometimes and 'why' internal customer service is everyone's responsibility from president to maintenance. If management isn't doing their part, often times the entire customer service program will go out the window. We don't want double standards. Remember it starts at the top!　

2. Respect Employee Differences - Cub fan? Cardinal fan? Republican? Democrat? Rock music, classical, whatever. Just because we don't agree with someone doesn't make us right. Differences are crucial for an organization. Differences are key to understanding people. If everyone thought the same way, most of us wouldn't be needed. It's not healthy to argue just because a co-worker isn't doing it the way you would or thinking the way you do. Learn to respect the differences. That's why we have chocolate and vanilla ice cream.　

3. Recognize the Personal Space of Others - Simply put, this boils down to the golden rule. Those who can work with a radio playing music may disturb others around them who aren't able to concentrate. Loud voices around someone who's on the phone with an external customer can be annoying also. If you're working in a cubical or sharing an office or area, we need to recognize there are others around you. Be sensitive to their wishes, as you would hope they would be to yours.　

4. Work to Resolve Conflicts - Who hasn't had unkind words with another employee? Or perhaps you and a co-worker strongly disagree on a project or idea. Not trying to make it work can only lead to more stress and frustration. Learn to work it out (notice I didn't say 'try' and work it out) even if you need to call in a professional in the area. Normally someone from HR or another trusted employee can usually be of help on conflict resolutions.　

5. Show Appreciation　- We saved this for last because being appreciated, showing you care with a genuine 'thank you". It can be a note, a phone call or just stopping by an office and letting someone know they did a great job. This makes a huge difference in our internal relationships. There are surveys upon surveys that show how much a genuine pat on the back of appreciation is thought of as a way of special compensation.

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Relevant • FUN • Entertaining • Engaging • Spontaneous • Real • Unforgettable

For a complimentary demo call 314.291.1012, email [email protected] or visit www.nancyfriedman.com.

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"Listening is related to influence, such that those who are better listeners are more influential," says a 2012 Columbia Business School research study, LISTENING AND ORGANIZATIONAL INFLUENCE, CLICK HERE.

The study goes on to suggest that, "How well organizational members listen is positively associated with their tendencies to influence others, over and above how well they engage in expressive communications."

Listening is one of the most important, yet under developed skills, necessary for success in our personal and professional lives. However, if we're going to be honest, most of us take listening for granted and we aren't very good at it. Unfortunately, our schools don't recognize the significance of this reality. In addition, for those of you who are parents, when was the last time you thought your kids were listening to you, much less in school?

My friend and colleague, Executive Coach, Henry (Chip) Scholz, reminds me that Lee Iacocca, former CEO of Ford and Chrysler said more than thirty years ago that, "Business people need to listen at least as much as they talk. Too many people fail to realize that real communication goes in both directions."

Iacocca also said, "I only wish that I could find an institute that teaches people how to listen." The reality is that most schools don't offer classes nor teach listening skills.

Bernard T. Ferrari, dean of The Johns Hopkins University's Carey Business School and accomplished corporate strategist and management consultant to Fortune 50 companies, says in his book Power Listening: Mastering the Most Critical Business Skill of All, that, "

Power listening-the art of probing and challenging the information garnered from others to improve its quality and quantity--is the key to building a knowledge base that generates fresh insights." What's wrong with this picture?

Many years ago while working for AT&T in Michigan, I hired Dr. Lyman Steil, then Chairman of the communication department at University of Minnesota and currently Chairman & CEO, Communication Development, Inc & International Listening Leadership, to help us improve the listening skills of mid-level managers and above.

This three-day (required) class became part of the catalyst for measuring AT&T's customer satisfaction (from the customer's perspective), rather than an internally created metric. Ironically, what was once thought of as the holy grail of business, customer service, has been displaced in today's marketplace by the importance of the customer's experience.

Kathy Doering, President of Ann Michaels & Associates, Ltd., one of the most sophisticated mystery shopping organizations in the U.S., understands the benefits of listening, more than most.

She says, "Your front line employees are an often untapped source of innovative ideas and information on what customers think about doing business with you. Lead by example-show them the of value good listening skills. Mentor those who need help in this area and reinforce it, then, watch your business prosper."

In the article "Listening and interpersonal influence," in the Journal of Research in Personality (2012), Author(s): Daniel Ames, Joel Brockner & Lily Benjamin said that, "The gold standard of good listening is not measured by how quiet you are, it's about doing things to let the other person know that you are seriously considering what he has to say:

"We might also do well to remember that the most highly crafted presentation in the world is useless, if no one is listening.

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Why You Have Bad Customers

Bad customers are everywhere. Showing up with coupons, but no cash. Wanting written estimates so they can price shop elsewhere. Bad customers make "frugal" a four letter word.

Even loyal and good customers are behaving badly -- how did it get so bad? Is it just this economy or has something else gone wrong?

Imagine that you sell and install "parts". You could sell auto parts, or you could sell specialized advice based on standard legal documents as an attorney or insurance broker.

Any business that has a specialized service component bundled with a standard good is a "parts" business. And most of us in North America and Europe are in this type of "parts" business.

Imagine your perfect "parts" customer. Call her "Maria". Why is Maria ideal? She is the perfect customer because;

• She showed up for her regular appointments;
• She accepted your service upgrades without hesitation, and;
• She didn't haggle over the price of "parts" and service.

was good. For you and Maria.

Now, however, the "parts" business is getting hard.

On one hand, there are after market stores which will sell "replacement parts", even specialized IP is not immune to being sold as a "part". With their large, or on demand inventory, they can undercut you on the price of a "part".

/

And now, Maria is getting wise. She shows up, more often than not, asking only for a written diagnosis of her problem. Or she wants you to install "parts" she has bought from a competitor.

Maria has become a bottom feeder. Soon, you will only see her when, in desperation, you put out another ill conceived marketing offer - buy one and get one free, or a BOGO.

You don't want to turn down business. But, you would like to fire Maria. Except, so many of your customers are starting to look a lot like Maria.

One response is tempting. You can raise prices and drive out the bottom feeders. This response risks alienating your good customers - turning them into "Marias". You cannot afford that solution.

What do you do with a problem like Maria?

What You Need is a A Bad Customer Detector

No, what you want is a permanent or real solution- a Maria detector if you will.

Your strategic problem is this. You are being asked to give away confidential information - a diagnostic scan, a specialized legal opinion or insurance solution- to a user that is not yet committed as a customer.The user may thank-you for your valuable information and take it without paying.

You may respond by charging something for this confidential information. And, this may work for a short period of time -but it may also turn more of your loyal customers into price conscious shoppers - on the slippery slope to being a Maria.

So, what you need is a way to detect Bad Customers.

How Would This Work? Create A Specialized Bad Customer Training Exercise

If you knew a user was going to turn out to be a Maria, your staff could gently turn her request for confidential information down. Staff would explain that it is policy to only give away confidential information to proven and loyal customers.

How could you get a Bad Customer detector? How could you train your staff to play "Spot the Maria Game"- staff that were top notch Maria detectors? How much would you be willing to pay get train your staff with the Bad Customer detector?

(The "Spot the Maria" is a fairly simple variant of a well known negotiation training exercise. The logic of this strategy can be found by googling "deterrence" or "sub-perfect Nash equilibrium". But, you don't need to know why this games has attracted the attention of theorists; you just need to know that there is training exercise, which could be customized for your unique problem.)

Who Also Uses Negotiation Role Playing?

, there are cheaper solutions - the custom solution should prove to expensive. There are many excellent providers of standard negotiation training exercises. Most of these providers or their affiliates can address standard negotiation exercises and provide training that sticks to your staff.

Two top notch Universities are: Northwestern's Kellogg School of Management Dispute Resolution Research Center, and Harvard's Program on Negotiation, each which provide standard negotiation exercises, which you can review on line for free. Each has its own Linkedin Group, DRRC Linkedin Group, and PON Linkedin Group.

DRR and PON have free newsletters, seminars and useful resources. They also have for profit training seminars.

Here is a partial list of the DRCC and PON testimonials:

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Yes, our Telephone Doctor customer service and communication training covers this as well.

This subject gets covered a lot; however, we want to reiterate some key points on both email and live chat.

Points that will make life easier for those who use these methods of communication.

Live Chat

If your company is using live chat online, here are a few tips that will help you and the person on the other end.

A Telephone Doctor survey shows a live chat conversation will end up in a phone call nearly 50% of the time. What does that say to you? Well, it says to me, the conversation didn't go the right way. More help was needed. That's because the written word can often be mistaken for something it wasn't meant to be.

That being said, as many of you recall, Telephone Doctor started out as experts in telephone skills. As the other touch points of communication came along, we fine tuned our tips, skills, and techniques to help email, voice mail, snail mail, fax and face-to-face. (Texting is left out for now, because it's not in the mainstream just yet. Certainly there may be clients who prefer a text, but in the office/business world it's not "there" quite yet.)

Back to the live chat line. For those not familiar with live chat, simply put, it's servicing and communicating with customers, one-on-one, via a web-based site online. It's email in real time. In reading some of the printed live chats from clients and customers it was very clear to me, the biggest problem was: the personality is missing.

It appears the company person goes directly into a "robot mode." Yes. No. And a lot of one and two word answers. No smiley faces. Nothing that says, "Hey, I'm human" or "I care."

While we're not looking for answers that rival Gone with the Wind, we do know that three words make a sentence. We also know one word answers are considered rude and cold.

We found another BIG concern on live chat and email are the words many of us confuse day after day. Which is your albatross?

Here they are:

You're - Your

There - Their - They're

Grateful - Greatful

To - Too - Two

Hear - Here

Seamless - Seemless

Know - No - Now

Effect - Affect

When to use I vs. me

The list goes on and on. I'm about to give you the absolute best answer for never making these mistakes again. Ever!

WHEN IN DOUBT - LEAVE IT OUT!

If you're writing an email or doing live chat and aren't sure which 'word' is correct, use a totally different word.

Example. I found myself mixing up 'greatful' and "grateful'. As in: "It was a great party. Thank you" and "I am very grateful for this opportunity." So rather than worry if I used the right word or not, now I say, "It was a fabulous party. And I am so appreciative for this opportunity."

Remember, 'when in doubt, leave it out.' While we often don't think others will mind these errors, they do. They wonder about our credibility; our intelligence; our thoughtfulness.

If you're using live chat, think of the person you're communicating with as sitting right across the desk from you and talk with them. Not down to them.

Email

Do you know the top 5 email frustrations? Here they are:

1. Poor spelling and grammar

2. Unrelated subject lines

3. Forwarding unrelated messages (Ouch that can be bad!)

4. All caps. (It's OK when you're excited in a positive way; not necessary other times.)

5. Reply to all when not necessary and

5A. Messages that are way too long

We are all aware we could probably name five more offenses and frustrations. However, these top five keep coming up to the top time and time again. We believe they are the best of the worst. Keep them in mind as you email.

Ok, I promised this wouldn't be a long article. Hope you enjoyed. Love to hear from you on this or any topic you'd like to hear about.

# # #

Reprinted with permission of Telephone Doctor Customer Service Training. Nancy Friedman is a featured speaker at franchise, association & corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning & many others. For more information, call 314-291-1012 or visit www.nancyfriedman.com.

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Most business owners know that customers will walk - take their business elsewhere if they're not treated as they'd like to be. But how does a business owner find out what the customer really likes or dislikes?

Well, as the Telephone Doctor, your customers have told us what they won't tell you. Here are TEN things only your best friend will tell you. (By the way, that would be us...The Telephone Doctor.)

Dear Telephone Doctor -

I'm not a person to be confrontational and cause a scene. However, there are several things that bother me when I call or walk into an establishment. If you pass this on to management, it couldn't hurt and probably would help. Thank you.

Dear Owner/Manager:

1. Nobody greeted me when I walked into your store. No one said, "Hello," no one asked if they could help me, and no one said goodbye when I walked out. Well, at least I wasn't any trouble.
2. Your sales staff looked tired. Yea, they did. Otherwise why wouldn't they greet me with a big smile and some enthusiasm? It didn't look like they even wanted me in the place.
3. I bought a lot of stuff. I couldn't believe no one said, "Thank you." No one told me to enjoy my purchase. I did get a luke warm "Have a nice day." But it was said so routinely, it didn't mean anything to me.
4. When I phoned for some information, my call was treated as an annoyance. I sensed very little desire to be of any real help. Know what I did then? I called a few more places until I found one who sounded as though they wanted my order.
5. Whoever answered your phone never identified themselves. I happen to like to know who I'm talking with and when I don't, it hurts any trust I might give your company.
6. During the phone call, the voice of whoever answered sounded aggressive and challenging. I didn't feel very welcomed.
7. When I walked in, all your employees were talking and laughing amongst themselves and ignored me until I asked a question.
8. There was no management around. Remember the old saying "when the boss is away, the mice will play." Guess what? They do!
9. When I told your staff about my problem, which was important to me, no one sympathized with me. It was 'business as usual' for them.
10. Everyone looked angry. No one was smiling. Remember, sometimes it's the things you 'don't do' that make me want to go elsewhere.

# # #

Reprinted with permission of Telephone Doctor Customer Service Training. Nancy Friedman is a featured speaker at franchise, association & corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning & many others. For more information, call 314-291-1012 or visit www.nancyfriedman.com.

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The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity.

By the way, you don't have to be in the restaurant business to appreciate and learn from this story. As I take you through the story and the lessons we can take away from it, think about how they apply to your business.

On that evening I ordered the pasta dish that I've been ordering for years. It came out wrong. It had peas in it. Not just a few peas, but loaded with peas.

And I hate peas.

I picked up the menu and confirmed that I hadn't misread the description. Nowhere did it say peas. I motioned the server over and told her about the problem.

She had a great attitude and was happily going to take care of the situation.

But, just about then, the manager who had been observing, stepped in. I had never seen this manager before. He didn't apologize, and instead told me that they have two chefs and that this one likes to put peas in the pasta dishes. He said that most people find that the peas are a pleasant surprise.

Ah, that explains it. A pleasant surprise - not for me! And I nicely told him so. He just stared at me. I could tell how uncomfortable the server was at this interaction. She wanted to do something, but the manger had taken over, and he was blowing it.

Eventually, the manger asked if I would like to get a different pasta entree. I asked if they could make the same dish without the peas, as was on the menu. He finally took the dish away.

Several lessons come out of this incident:

1. The server was handling things just fine. The manger got in the way of her taking care of me.
2. The manager didn't respond with the same enthusiastic attitude of taking care of me, the way the server did. He didn't even apologize. Managers should set examples - good examples.
3. The manager should have immediately taken the dish away. If you can get a problem out of the customer's sight, do it quickly. Once the dish has been taken away, then launch into recovery mode.
4. The manager made an excuse rather than give an explanation. There is a fine line between excuses and explanations. An explanation comes with an apology and doesn't come across as defensive or aggressive.
5. The manager wasn't listening to me. Why would he call the peas a pleasant surprise when he knew I didn't want them in the pasta? Because, he was defending the decision of his chef to change the ingredients. (Read that as changing a process if you aren't in the restaurant business.)
6. Finally, the incident broke the consistency of prior experiences, which now leads to a lack of confidence. The next time I order this pasta dish I'm going to have to ask if it has peas, because you never know who's cooking in the back. Will it be the chef that likes to "pleasantly surprise" people with ingredients that aren't listed on the menu or the chef that follows the recipes I love - the ones that make me want to come back again and again.

The restaurant is great, and I'm going back, because I know this is an isolated incident. But, what if this was my first or second time at this restaurant? Given all of the good places there are to eat, would I want to spend my hard-earned money at a restaurant, or with any type of business, that makes mistakes?

My friend Tom Baldwin, former CEO of Morton's Steakhouse says, "Great service is mistakes handled well." That's great advice for any business.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com.

For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright ©MMXII, Shep Hyken)

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Language underlies almost all other components of the customer experience. Yet, your company has probably given more thought to the language it uses in marketing campaigns than to the words employees use when having conversations face-to-face with customers.

That's a mistake, because customers don't generally get their make-or-break impressions of your company from high-minded branding exercises. They get them primarily from day-to-day conversations with you. And those are the impressions they spread to others.

If you haven't given much thought to selecting your company language--what your staff, signage, emails, voicemails, and web-based autoresponders should say, and should never say, to customers--it's time to do it now.

No brand is complete until a brand-appropriate style of speaking with customers is in place at all levels of the enterprise.

Which is why, whether I'm consulting with a law firm on building a client service initiative, speaking to a hospitality audience on building guest loyalty, or assisting a hospital in improving customer service for its patients, one of the first pieces of work I suggest we do together is focus on achieving a consistent style of service speech.

Develop a language lexicon.

A distinctive and consistent companywide style of service speech won't happen on its own. You'll need social engineering: that is, systematic training of employees.

Imagine, for example, that you've selected ten promising salespeople for your new high-end jewelry boutique.

You've provided them with uniforms and stylish haircuts and encouraged them to become your own brand's versions of a Mr. or Ms. Cartier, starting on opening day.

But they'll still speak with customers much the way they speak in their own homes: that is, until you've trained them in a different language style.

Happily, ''engineering'' a company-wide style of speech can be a positive, collaborative experience. If you approach this correctly, you won't need to put a gag on anybody or twist any arms.

Once everybody in an organization understands the reasons for language guidelines, it becomes a challenge, not a hindrance. The improved customer reactions and collaborative pride of mission are rewarding. As a consequence, it can be a relatively easy sell companywide.

What should be in your language lexicon?

Here, for example, are some good/bad language choices:

Bad: ''You owe . . .''
Good: ''Our records show a balance of . . .''

Bad: ''You need to . . .'' (This makes some customers think: ''I don't
need to do jack, buddy--I'm your customer!'')
Good: ''We find it usually works best when . . .''

Bad: ''Please hold.''
Good: ''May I briefly place you on hold?'' (and then actually listen
to the caller's answer)

The specifics of the lexicon you develop will vary depending on industry, clientele, and location. A cheerful ''No worries!'' sounds fine coming from the clerk at a Bose audio store in Portland (an informal business in an informal town) but bizarre if spoken by the concierge at the Four Seasons in Milan.

An alternative approach:

If this ''Say This While Avoiding That'' approach strikes you as too prescriptive
(or too much work), if you don't want to develop scripted phrases and specific
word choices for your employees, at least consider developing a brief ''Negative Lexicon.'' A Negative Lexicon is just a list of crucial language Thou Shalt Nots.

The Negative Lexicon is the Danny Meyer approach, the one used by that great New York restaurateur and master of hospitality. Meyer feels uncomfortable giving his staff a list of what to say, but he doesn't hesitate to specifically ban phrases that grate on his ears (''Are we still working on the lamb?'').

A Negative Lexicon can be kept short, sweet, and easy to learn. Of course, new problematic words and phrases are sure to crop up as time moves on.

Ideally, you'll update your Negative Lexicon as frequently as Wired magazine updates its ''Jargon Watch'' column.

P.S. For more on language engineering, learn about the Five Words You Can Never Say To A Customer

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All rights reserved, expressly overriding the creative commons license.

Auto repair dealers are held to a higher standard than doctors. And it effects customer service.

Make an appointment with your doctor for 10am. Show up, wait until 10:30 to be seen by a nurse. 10 minutes with her, wait another 10 minutes for the doctor. He tells you your knee pain is nothing serious, take some Tylenol. Two weeks later, no improvement. Make another appointment, go through same delays, doctor says let's run test, finds torn ligament, refers you to orthopedist.

How different from our automotive world!

In our world, the customer will complain if we are one minute past their appointment and their car is not in the bay. On the second visit, they would demand to be seen without an appointment, demand a refund for the first visit, and also insist the second visit be free!

Next, they would tell the doctor that they have a bump on their head that wasn't there before, so it must have been caused by the knee examination.

I wish I had a dime for every time a client withheld pertinent information about the symptoms of their vehicle--any problems with your brakes? No. Get in the car, pedal to the floor brake and abs lights on.

The disregard for the repair facility is startling. I have people double park in front of my center walk in, sneer and say "oil change". Would you do that in a restaurant? "Steak!"

Or they show up at 3:00pm on a Saturday with a serious engine performance issue needing to leave town on vacation Sunday morning first thing.

How long have you had this problem? Oh, a couple of months.

Then they are mad at you because you can't perform a miracle.

There really should be a manual for car repair customers--here are my four suggestions, feel free to add on.

1. Leave your car--be forthright and polite in describing your problem or need--have patience--don't expect miracles--understand that it is an "estimate" and is subject to change if other issues are discovered--

2. Don't show up right before closing expecting service--don't assume that just because a facility serviced your vehicle today, they are responsible for any and all issues you may develop until your next visit.

3. Don't bring your own parts--don't diagnose your own car--don't tell me after I diagnose your car that you have decided to take it to "your mechanic" or worse yet, your brother who knows about cars.

4. Don't presume I am dishonest or incompetent because you previously dealt with a dishonest or incompetent shop.

I could go on, buy you get the point. I am blessed because in 27 years at my location, I have developed relationships and gently "trained" many clients in the art of being a good customer.

In return, they get every benefit of the doubt I can provide when servicing their automobiles.

Recently a Telephone Doctor client said to me, "Nancy, congratulations. Some people take a simple idea and complicate it; you have taken a simple idea and kept it simple."

We don't believe you should scratch your head and wonder when you're being shown an idea or technique. That old KISS method (Keep it simple Simon) is the best. So we have purposely kept all of the material in our programs simple - yet very effective.

I've heard: "Hey what you do is just plain old common sense." You bet it is. You won't get an argument out of us. But you and I all know that common sense just isn't that common. If it were, everyone would be doing it and we know everyone isn't.

So, this article is for those that simply want basic, common sense, healthy, usable techniques. Below are 5 of our 10 basic skills that are ESSENTIAL for better communications and handling of customers and, believe it or not, each other.

1. Answering a Business Call

Well, what's so difficult about that? HUH? Right! It's not difficult. But if I called 100 people within your own organization, I'm betting I'd get a number of various ways that people answer the phone.

At Telephone Doctor we believe there should be one, uniformed method of greeting to answer the call by everyone, every time. Simple. To start, use buffer words that welcome the caller, such as, "Thanks for calling," then your company name and then your name. As in, "This is Sue." Then stop!

Anything after your name erases you name. "How can I help you" is simply NOT necessary on that initial greeting. You are there to help. That's why you answered the phone. It looks like this: "Thanks for calling Telephone Doctor's office. This is Nancy." Nice and simple, isn't it?

2. Thanking a Caller for Holding

Being put on hold remains one of the top 3 frustrations of the American public. That being said, it's something that often needs to be done during a phone call. Knowing how to put someone on hold is certainly important, but then so is thanking them for holding after you've come back to the phone.

Again, simple. But how often is it done.

I'm amazed at the number of times I'm put on hold and when the person comes back to the phone, they just start back in on the conversation like they weren't even gone. (Sort of like stepping on someone's toes and not says 'excuse me.')

And normally they're gone longer than they should be. So that "thank you for holding" sure would sound nice and would sure be appreciated. I always wonder why they don't thank me for taking the time to stay with them. Do you wonder that as well?

3. Monogramming the Call

For whatever reason, we all seem to like our name. Maybe not when we're children, but as we grow, we become used to our name and like it. I have many items on my desk and at home that have my name engraved on them. Some just initials. But it makes them 'mine' and I'd probably never pitch them in a cleaning out process.

Why? Because they have my name on it. Most people save things with their name or initials on them. Same thing should happen on a phone call. When you know the caller's name, use it. Don't abuse it, but do include it throughout the conversation. Most people like to hear their name. And they want to hear it pronounced properly and spelled right.

Don't be afraid to ask the caller the correct pronunciation of their name if you're not sure. They'll appreciate it! It's a heck of a lot better than you butchering their name. Don't assume on the spelling of a name.

ASK! Are you aware there are 19 different ways to spell the last name of NICHOLS in the New York phone directory? Not everyone spells their name the same way. Tom, Thom, Christy, Kristy, Charlie, Charley, John, Jon, Lynn, Lynne. Well, you get the idea. GET IT RIGHT!

4. Avoiding Mouth Noises

The telephone is a microphone. When you talk with something in your mouth, it sounds as though you have a mouthful of MUSH. Be it gum, candy or just finishing lunch. The only thing that should be in our mouth when you're on the phone is your tongue. Empty your mouth before you pick up the phone.

5. Leaving a Positive LAST Impression

Most of us have been taught about making that great first impression. And yes, that's so very important. That old saying, 'you don't get a second chance to make a great first impression' is so true. Well, consider making a great last impression as well.

Don't screw it up at the end of the call. Let the caller know, "It was nice to meet you by phone" or "thank you for calling" or "we appreciate your call." Something that will make that lasting positive impression, because when they hang up, they think to themselves either: Wow that was a great call. Or man, I'll never call there again.

How do you want your callers to remember you?

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Emotional Leakage - Getting at Mad at Peter and Taking it Out on Paul. Not right, not fair, not fun.

We've all seen it happen.

A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn't come out of his office; and when his phone rings he picks it up and bellows out: "Yea?"

Sad isn't it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this "Emotional Leakage" and we cure it all the time.

Hey, it's no fun to get up on the wrong side of the bed in the morning. And it's sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It's unfortunate that some people aren't able to shake it off and move on about their business.

Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun. Taking a negative emotion out on someone who wasn't involved? How RUDE can you get?

If emotionally leaking on co-workers certainly isn't fair, then emotionally leaking on customers is even worse than not fair.

The customer or co-worker, in most cases, wasn't involved with whatever put you in a bad mood, so why take it out on them? Few things are more unfair and damaging to a relationship than emotional leaking a negative experience on someone who wasn't involved. And yet, unfortunately it happens every day. At home, in the office, on the streets, in the stores.

While shopping the other day, the person helping me was obviously not in a good mood at all. In fact, I think if she smiled her face would have cracked. She gave me one-word answers and usually none, she kept turning her head to see who was coming or going. (I wasn't sure.) She was throwing my vegetables and fruits into the bag - not caring how they landed.

Normally, I walk out on that type of service. It's just not worth my time to be treated like that. But this time, I was in a hurry and needed the product. So I did something I don't normally do...I asked her if everything was all right? Was she OK? I tried to make it sound as though I was interested (even though I wasn't.) But I sure didn't want her negative emotions leaking on me any longer.

With a big sigh, and a sad face, she told me she and her boyfriend had a big fight the night before and she was hoping he'd come by and apologize.

"Excuse me," I said, "was I with you?" Believe it or not she smiled and said, "Of course not." Then I nicely told her, "If I wasn't there, I don't want to be part of that argument."

She started to apologize, as well she should. Then I thought about a vase I had once. I dropped it. It broke into several pieces. My husband, Dick, and I talked about whether we should take it somewhere and have a professional put it back together. Dick said, "We can do that if you'd like, but it will never be the same. You'll always feel the cracks."

And so it is with our co-workers and customers. You can be in a bad mood...be it an argument, a flat tire or breaking your favorite item. And you can apologize, but people still remember how you treated them. How you made them feel. And they will - for a long time, too.

So how do we cure emotional leakage? It's a quick 4-step Telephone Doctor process.

1. Stop what you're doing.
2. Take a deep breath.
3. Put on a phony smile (yes, you can).
4. Regain your professional composure. And then talk with the person - in-person or on the phone.

Emotionally leaking on someone is NEVER right, NEVER fair and NEVER fun.

There are times others emotionally leak on us. Think how you feel when that happens to you and then remember to never emotionally leak on others.

Keep saying it...it's not right, it's not fair and it's not fun.

Thanks for reading and share away.

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Customer feedback programs are effective tools to learn how your customers perceive your business and provide you with feedback for improvements, but it doesn't come without limitations; response rate is important, and making sure you're not only receiving the "extremes" (highly positive or negative feedback only) also plays a factor in the success of your program.

One discussion across the industry is whether or not social media will become a new form, or completely replace, customer feedback programs in the future. Let's face it - people are more likely to voice their opinions on blogs, forums, and other sites than provide that feedback directly to the company. There is also a feeling of anonymity online that allows people to be more honest in these forums.

By not keeping tabs on social media surrounding your company, brands may be missing out on potential opportunity. For example, if you're not monitoring online conversations, you may miss the post of a dissatisfied customer. By not knowing this information and not being able to respond in some way, it can be a lost chance to reengage that customer and get them to return in the future.

Social media monitoring tools are more sophisticated than they were even a year ago. This development provides analytical data that can be incorporated into the more traditional customer feedback data. Why is this important?

First, it gives deeper information on what makes customers tick, and secondly, if can alert a company to potential challenges with their current feedback system. For example, if feedback is coming back at a 95% satisfaction rate, yet online conversations lend to a lower rate, it may be that you are only collecting feedback (or making it inviting enough) from the completely satisfied customers. Is there something you can be doing differently to encourage all customers, regardless of their experience, to share their thoughts?

It could be a case of asking the wrong questions. If the questions on a feedback survey are too general, or only focus on one aspect of your business, you may be missing out on valuable feedback. Take, for example, a restaurant's customer feedback survey. If it asks general questions about the service a customer received and the overall experience, that's all well and good. However, if social conversations are suggesting that customers are dissatisfied with the food quality or portion size, it may be time to take those issues to your customers in your formal feedback program. If you're not asking the right questions, you may not be getting full information and miss the opportunity for customer loyalty and retention.

With all of the talk about companies monitoring what people are saying online, taking further steps by analyzing the information coming in, and engaging with customers, I can see how this might complement, but not fully replace, customer feedback programs.

For now, companies can think of social media as yet another tool at their disposal to learn more about their customers and see their business from the customer's perception. It'll be interesting to watch social media evolve over the next few years; its evolution over the last two years has been quite remarkable alone!

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In a society where poor customer service is rampant, a well-trained company staff can shine if everyone adopts and commits to some simple service approaches.

The result can mean not only keeping your customers happy, but also keeping them period!

What is the biggest and most costly customer service mistake in business today?

My answer is simple - "We're just not friendly enough."

Customers should be treated as welcome guests when they call your office. Instead, they're often treated like an interruption or, even worse, an annoyance. More than 90 percent of all customer service starts with a telephone call. That said, customer service mistakes happen anytime and in many ways.

Customers can communicate with your company through any one of the six touch points of communication and any one of these touch points can damage a relationship, often permanently.

• Email

• Voice Mail

• Snail Mail

• Phone

• Fax

• Face-to-Face

(We left off texting on purpose. Let's leave that out for now. More on that later.)

Two of these communication tools are what is known as "synchronous;" the other four are "asynchronous."

Synchronous is instant communication, when two or more people are able to communicate immediately between each other, i.e., the telephone and in person.

Asynchronous is one-way information, with a lapse of time between initial contact and the response, i.e., email, snail mail, fax and voice mail.

With synchronous communications, you can easily signal your friendliness because you either have facial expressions or a tone of voice with which to befriend a member. With asynchronous, these relationship-building signals are not available, except perhaps for voice mail, when you can hear a smile. Thus, in written communications you must be an obviously friendly communicator. I'll focus on the telephone for now, but these tips and techniques are for all six modes of communication.

Over the years, Telephone Doctor customer service training programs have been presented to many conferences. It doesn't matter where I speak, someone from the audience, a member of the corporation, comes up to me afterwards and asks if I can bring a program to their company.

After a few needs analysis questions it pretty obvious training is needed. Read on.

Personal Note: I was a longtime member of an association and eventually became its president. Several years later, I decided not to renew. When I called to cancel my membership, all I heard was the perfunctory, "Okay, thanks." No one called. No one wrote to ask, "Why?" I figured no one cared - at least that's what I perceived.

Ya know what? It is NOT "okay" for a customer to be unhappy; to leave you without finding out WHY or what happened.

HINT: When someone calls to cancel an order or complain or not renew a membership, it is not "okay." It's often a failure attributable to disinterested treatment, rudeness, or generally poor customer service. I'm not saying the entire staff is bad, rude, or unfriendly, but what I hear most is that the little things - the things that customers expect (and rightfully should get) are missing.

We need to feel a cancellation, non-renewal or a complaint is like a death in the family.

Another common thread is the lack of an organized employee orientation program on customer service and telephone skills.

The usual scenario is: interview, hire, then train using trial by error - or worse, on-the-job training from someone else who may not have had any customer service training.

Let's dust off the Welcome Mat.

Here are some helpful customer service tips to help you start, or benchmark, your own customer service training program.

Bring your staff together at a time when everyone can attend and talk about any frustrating customer events. Discuss how they handled them versus how it could have been done. The meeting can be (and should be) short, maybe 15-20 minutes, and it doesn't need to be daily - but it does need to be done!

Not having a customer service training program in place can cost your company revenue and obviously customers. Also, poor service creates a negative image for the entire organization, no matter how wonderful the programs, products, or publications are that you offer.

Consider taking the serviceskills.com Tour. The 2:20 min Explainer Video.

And if staff has the attitude that no competition exists for the customer to go to, tell them that may be right, but if one customer tells another about a negative experience and so on down the line, you'll probably lose more customers. Then staff jobs will be lost, and eventually, bang - no company.

Take heed, it doesn't matter if the staff is large or small, they still need to be trained.

Here are three of the biggest mistakes in customer service:

MISTAKE 1: NOT SMILING

Solution: Smile! It sounds insanely simplistic, doesn't it? We're taught early on, that a smile can get us a lot. This is true even as adults, especially on the telephone. Since the telephone is the most commonly used mode of communication, your staff needs to understand why a smile works - because you can hear a smile. I recommend keeping a mirror by your desk, so when you pick up the receiver, you remember to smile and you can see yourself smiling.

Sometimes we don't feel like smiling. Smile anyway. The caller doesn't care if you feel like smiling or not. At Telephone Doctor, smiling before you pick up the phone is a condition of employment; not smiling is grounds for termination, and, yes, I have exercised that option. With customer service as our top priority, we simply don't tolerate not smiling before you pick up the phone. Frankly, I'd rather have the caller think your office is closed than to have you answer the phone in a negative mood. (YES, the caller CAN HEAR the smile.)

MISTAKE 2: NOT ACKNOWLEDGING A CALLER'S REQUEST

Solution: Rapid responses - RR. Use what we have called our 'mental stamp.' That means 'this request or piece of information needs an immediate and rapid response.' When we receive an email, fax or note, we immediately send that back to whoever sent it with the words, "Received and will handle." That way the person who asked for the information knows you got the request and everything is moving in the right direction. And it's good communication.

Another very good habit to get into is to ask the caller when they ask for something is: "And when would you be needing this information Mr. Jones?"

Our surveys found that when a caller is asked when he or she would like to receive the needed information, 80 percent of time they did not automatically respond, "I need it now," as you might expect. Thus, you don't have to promise, "I'll get that to you right away." Often, callers won't need something until tomorrow or next week. Asking for a timetable of delivery is good customer service. And remember, "as soon as possible" is not a time. Confirm a date.

MISTAKE 3: IMMEDIATE REJECTION OF A REQUEST

Solution: Be a "double-checker." It's so easy to tell people, "It's too late," or "We ran out of that report" or "we're out of widgets."

Instead, try: "Let me double-check on that for you." It's a wonderful way to defuse any disappointment about you not having what they called for in the first place. This simple statement of double checking immediately defuses some of the tension of not being able to fulfill a request completely. And often when we do double-check, we find a way to get what the person wanted after all.

You now have three techniques (simple as they are) to kick-start your customer service training program.

Remember, the entire staff, from president to maintenance needs to embrace the customer service program or it won't work. Be firm. The company's entire image is at stake since it is unlikely to get a second chance.

Don't have time? Make time. What or who is more important than customers? You'll be surprised at how much fun it is to hear a caller say, "Thanks, you've been super."

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For a complimentary copy of Nancy's eBook, Hidden Gems of Customer Service, please click here.

Nancy Friedman, president of Telephone Doctor Customer Service Training, St. Louis, MO, is a popular KEYNOTE speaker at franchise, association and corporate conferences.

For a DEMO of Nancy in action, call 314-291-1012 or log on to: www.nancyfriedman.com or email her at [email protected].

In interviewing our customers, I found that there were several things they value.

Things they want even before the product or the service.

They boiled down to three basic wants comprising of what we now call the R-T-C factor: Relationship, Trust and Consistency.

Let's go over them:

1. R - - Relationship Building rapport is an overlooked art.

Call many companies and the first word shouted at you is: "Name?" No "nice to meet you by phone" or even a "good morning."

There's very little rapport building found in today's customer service. Relationship starts within the first 4 to 6 seconds of a phone call or within 30 seconds for an in-person visit. That sets the stage for the rest of the transaction.

Plus, it lays the groundwork for possible future business. Rapport building and relationships are vital to every communication exchange. It's a simple basic process.

2. T - - Trust If the customer is unable to trust what you say, the relationship will melt to zero.

Gaining the trust of your customer is the KEY to relationship. From following through when you promise to call or fulfilling the company's guarantee statement, creating trust is vital.

If those trusts are broken, it's a big fence to mend. Keep your word to gain the trust of your customer. They need to know they can count on you. Before any sale, a customer must buy "you."

3. C - - Consistency The McDonald's hamburger in Cancun, Mexico tastes the same as the one in Des Moines, Iowa. Why? Consistency. The taste will be the same in each of the stores.

A business should run with the same consistency. It shouldn't matter who the customer talks with. Personally, I'm skeptical when someone tells me to, "Be sure to talk to Joe. He's the best there is." I'd rather hear, "You can talk to anyone in our office."

In summary, the R - T- C Factor is what customers look for and deserve in any of their transactions. So, I ask you? Do you provide enough R-T-C to keep your customers satisfied? As we like to say, this is not rocket science, it's not major surgery. . . it's plain old common sense. Do it.

A recent IFA Annual Conference speaker, Nancy speaks at franchise meetings across the country.

Her passion for the small business is second only to her techniques on sales and customer service.

Her reviews at IFA were off the chart. Contact Nancy personally about your meetings.

314 291 1012 [email protected] or www.nancyfriedman.com

For a complimentary copy of Nancy's eBook, Hidden Gems of Customer Service, please click here.

Apple products are immensely popular with people.

And with me too.

You can't help but admire what Steve Jobs did with Apple the first time he built it.

Even better the second time when he was brought back and he re-invented it.

The products are great and easy for people to use.

I've had an iPhone for quite awhile and I moved to a MacBook Air in June 2013.

It's the best computer I have ever had.

• Super easy to use
• Very fast
• Great design
• Long battery life
• Weighs just less than 3 lbs
• Terrific telephone support

There's a lot of fun and useful things about the MacBook Air.

In June this year I had a problem with my MacBook.

The left speaker crackled intermittently. Which is not something you expect from an Apple product.

So I called AppleCare for help and they are almost always very good over the phone. The Apple tech agent walked me through the computer to do a reset and a computer share which didn't resolve the speaker problem.

AppleCare made an Apple Store appointment for me for the next day.

At the Apple Store it's an onslaught of hip Apple employees all dressed in official Apple tee-shirts with a super cool and relaxed demeanor.

After you get handed off to 3 very nicely trained people who can't help you then wait for the on-site tech who can.

Anyone who has been to the Apple Store knows it's loud. The decibel level has to be very high.

So I have a crackling speaker problem on a MacBook Air and the technician needs to hear it. Very lucky for me he does and they don't think I am imagining the problem.

That was good news.

The bad news was that they needed my MacBook for 3 days once the replacement speakers came in to the store. This meant I needed schlep back up to the Apple Store which is a 62 miles roundtrip and about one and 45 minutes of driving time if you catch a traffic break on I95. So my one trip to get my MacBook speakers up to speed would take 3 separate trips.

It was under warranty and Apple techs confirmed that there was a speaker crackling problem.

I followed the Apple servicing process and they fixed my MacBook Air's speakers. We tested it at the Apple Store and everything was as it should be.

Or so we thought.

Mid-September the same thing happens all over again. Speaker crackling and I call Apple Support. We run through their diagnostic process and reset. That fails. We schedule a visit to the Genius's at the Apple Store and I schlep up their once again. Where the Apple Genius wants to replace the speakers again and go through the MacBook to see if there is another problem.

They order new parts. And I go through the 3 trip drop off and retrieve Apple Process once again.

Not 4 weeks later speaker is crackling again.

I do the Apple Care telephone support and Genius Bar scheduling dance where I asked that a manager meet with me. I get to the Apple Store and go through the phalanx of Apple Tee-shirted people who can't help me and after waiting I meet with Helen the manager.

I explained to Helen that this now the 3rd time for my MacBook Air's speakers to fail. And I said that as good as the Apple Geniuses are they can't get my MacBook right and that it was a waste of my time to keep trudging back and forth to the Apple Store. Was it time for Helen to replace my MacBook Air with a new machine that fully functioned?

Helen convinces me to let her send the MacBook out to Apple's service center for better diagnostics and to a place that would have any part my computer would need. I agreed to it.

5 days go by and I receive my notification that the repairs were done.

This time Apple replaced the speakers (the 3rd time) and in addition a new Logic Board.

It didn't take but a few days and the speakers started to crackle again.

So I make the appointment and go to the store. I ask for Helen and I get Eileen. I tell Eileen the speaker story and she gets a Genius.

Let me take a break and tell you some of my observations of the Apple Store and the Apple Way. When things are easy to fix or user error the Apple Way works. And if you're buying something they have that down to perfection.

Apple team members have no last names and you can't tell a manager from a janitor since they all wear the very same hip Apple Tee-shirt. My thinking is you should not trust a company whose employees have no names. Apple has a reason for this and it's not to help you.

The Apple Way is designed to control you.

The hand off from employee to employee and queueing to wait for the Genius or manager.

The assault on your hearing with the noise levels and super bright lights.

The presence of uniformed and armed police.

The Stepford Wives trained all too nice staff.

Eileen and the Genius can't get the speaker to crackle and hear the noise. I suggest to Eileen that it is time to replace the MacBook. She wants the Genius tech to look it over.

The Genius complete's his inspection and another hip Apple employee tells me my options. Well there was only one option. Get a 4th set of speakers. To which I object ( the Apple hipsters do not like objections) and am told that maybe there really isn't a speaker problem.

Now I have been more than reasonable about a product that I love. But my Apple hipster has gone too far and I step it up a notch and she does not like it. She feigns a righteous indignation and runs off to get Eileen since she refuses to deal with me any longer if I am going to be difficult.

Eileen and I recap my MacBook speaker adventure and she now thinks it's a good idea to replace my MacBook right then and there. So back to the Genius Bar to set up the new MacBook and move my data.

So I won. I beat Apple. Just barely.

They were never going to offer a replacement Macbook. And they will make you earn it. The Apple Way is designed to suit Apple it's not about you.

After over 30 hours of my time and having driven 700 miles on this problem I am back to where I started with the exact same computer I originally bought.

If you haven't tried a MacBook Air I recommend it.

There is a huge difference between a problem and an inconvenience. You know it, I know it and your customers know it.

Listen to what happened to me the other day. We ordered a new copy machine at Telephone Doctor.

Gentleman brings the machine into the office. As he's installing the machine, one of the ladies sees the screen has a rather large crack on it and tells the installer. The young man who wheeled in the machine came looking for me to tell me and proudly exclaims, "Mrs. Friedman, we have a problem."

Because I am a problem solver I asked, "What is it?"

"Well," he says, "the screen on the copier machine is cracked."

I say, "Can it be fixed?" He says, "yes ma'am."

"Well, then," I tell him, "we don't have a problem, we have a minor inconvenience." He thought about that and then smiled.

"When can it be fixed?" I ask. "Oh, today for sure," he says.

Then I assured him, "We don't even have an inconvenience."

Why even use the word 'problem?' Why alert the customer to that? If you really need to let them know something isn't right. Use the word "inconvenience" and then to really simplify it, slice it into 'minor inconvenience' or 'major inconvenience.'

Customers are able to handle 'inconveniences.' Minor or major. They do not like problems. So avoid that word.

When you have a major inconvenience, be sure you have a major answer.

Remember Sales 101: When you're part of the problem, you need to be part of the solution.

Replace the word 'problem' with 'inconvenience.' Watch what happens - the entire situation goes down much better.

# # #

Nancy Friedman is a featured keynote customer service speaker covering communications skills and showing you how to capture & navigate the call.

Want Nancy to speak at your meeting? Call for a speaking demo & full information packet of Nancy - 314.291.1012, visit www.nancyfriedman.com or email [email protected].

Nancy is president of Telephone Doctor Customer Service Training and has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning and hundreds of other radio and TV shows.

The author of eight books on sales and customer service, Nancy is the spokesperson in the popular Telephone Doctor customer service training programs.

For a complimentary copy of Nancy's eBook, Hidden Gems of Customer Service, please click here.

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My entire career has been focused on developing ways to help companies communicate better with their customers.

Great customer service is sought by most everyone. Businesses go out of their way to give good customer service. Some make it; some don't.

Customers go out of their way looking for companies that give great customer service. Some find it; some don't.

We have tried so very hard to explain to both sides - the customer and the business, it's not rocket science; it's not brain surgery. It's plain old common sense. But you and I know common sense is not out there.

People love to vent. One of our books, Customer Service Nightmares, is proof of that. They love to report on how badly they've been handled.

I cannot count the number of articles out there on customer service. Some are good, some not; some have new ideas; some speak the old tried and true. And that's where Telephone Doctor customer service training comes into play; plain old customer service.

We call it 'Back to Basics.' You can imagine we have hundreds, if not thousands of ideas, tips, skills and techniques to share. Today we bring you 15; fifteen customer service tips that are good old common sense thoughts.

Short, sweet and to the point. Enjoy.

In no important order. They all should be #1.

1. "Please" and "thank you" always have been, and always will be, powerful words. Seldom overused.
2. "You're welcome" is the best replacement for "no problem."
3. "Sorry 'bout that" is not an apology. It's a cliché. "My apologies" is much better.
4. A frown is a smile upside down. Stand on your head if you must; but SMILE, darn it!
5. You cannot do two things well at once. Pay attention to the call or the customer.
6. One word answers on email or in person are considered cold and rude. Three words make a sentence.
7. Learn what phrases frustrate your customers. They're probably the same ones that bother you.
8. When was the last time you sent flowers to someone just because?
9. Drop a personal handwritten note to a client and just say "thanks for being a good client."
10. "Hey, how 'ya doing?" is not a great way to start up a conversation. It's not any way to start up a conversation. Period.
11. Out with friends or family? Put the cell phone away. Talk for 30 minutes. (If you remember how.)
12. Email manners? The same as phone and in person.
13. The old "don't tell 'em what you can't do; tell 'em what you can do" applies to most, if not all, customer interactions.
14. Get excited! Make sure you say something fun, nice and appropriate.
15. Oh, and smile. That needed to be said twice. A phony smile is better than a real frown.

If you start with these tips, skills, ideas and techniques, you'll notice a big difference in how your customers respond.

Yes, there are many more; didn't want to overdose on this. More coming during the year. Thanks.

###

Nancy Friedman is a keynote speaker on customer service at franchise, corporate, and association meetings. The author of 8 books, Nancy's articles have appeared in Wall Street Journal, USA Today and other major dailies. President of Telephone Doctor Customer Service Training, she can be reached at 314 291 1012 or www.nancyfriedman.com.

These days it's extra challenging to satisfy and keep customers. It's even more important than ever because customer loyalty is generally considered the primary engine today to retain sales levels and gain an advantage over the competition.

It's been this way for a long time; it's just getting more attention now. We just need to do things better.

There are hundreds of ways to do better.

Here are 9 we like:

1. Know your product and services . . . inside and out.

Not being knowledgeable frustrates customers. An uneducated employee is semi-useless to a customer. Job knowledge is key in any position. If for any reason your company doesn't offer job knowledge training, make it your own priority to find out as much as you can. Job knowledge is a key ingredient to serving customers.

2. Believe in your product and services 150%.

We know of a salesperson who has never had any formal sales training. However, based on the belief in the product, services and contagious enthusiasm, this person is a top seller. People LOVE to buy from people who get excited about their product. Customer service reps are salespeople!!!

3. Walk the walk, talk the talk. Practice what you preach.

A Ford dealer would not drive a GM car. Employees need to support their company's product or services before they can expect their customers to have confidence in them.

4. Keep your word.

Companies spend thousands, sometimes millions of dollars advertising their services and products. They tell the customer they are THE BEST, THE ONLY, they are NUMBER ONE. "WE GUARANTEE OUR WORK" isn't enough. Customers need to know that you'll do what you and your advertising says you will. If you claim to provide the 'best of anything,' make sure you keep your word. And be sure all employees keep their word. Telling a customer something will be to them in 7 working days, and then having it NOT show up is a credibility buster.

5. Return all calls and emails.

It boggles my mind when a call or an email is not returned. There's not an excuse in the world I could buy when that happens. Sure, some of us get way too many calls and aren't able to return them in a timely manner. Well, then have the call returned on your behalf! Not returning an email? How much work does that take? DUH?

6. Don't ever forget "who brought you to the dance."

In other words, there are always customers who were with you from the start. They helped make your business a success. They believed in you. A nice simple note once in a while is an ego booster to them and you'll feel good about it too.

7. Make NO ULTERIOR MOTIVE CALLS or NOTES.

Every once in a while, drop a note or make a phone call to customers (and prospective customers) without trying to 'sell' them something. Telephone Doctor labels those "no ulterior motive" calls. They're "just because" calls. . . and very welcomed. When was the last time you heard from a salesperson or a company just to say HI? (See what I mean?)

8. Be in a good mood.

All the time! Be the person that when the customer leaves or hangs up the phone, they think to themselves, "That was a great call/visit." Not in a good mood? Learn how to be. Remember one of our Telephone Doctor mottos: "A phony smile is better than a real frown." Do you really think the first runner up of the Ms. America contest is as "thrilled for the winner" as she says or shows she is? Talk about a great big phony smile!

9. Participate in customer service training programs at your company.

Sure you know how to be a good CSR. But everyone could use a refresher. And if there are no programs in place on customer service, ask for them. At best, you'll be ahead of the competition, and at worst, you'll at least be even with them. Customer service is not a department. It is a philosophy. And it's for the entire company. Everyone needs to embrace it - or it doesn't work.

# # #

Nancy Friedman, president and founder of Telephone Doctor Customer Service Training, St. Louis MO, is a speaker at association, franchise and corporate meetings. She can be reached in St. Louis at 314 291 1012. Or visit www.nancyfriedman.com.

I love to read short blogs sometimes and I love to write them too. Blogs don't always need to be long. This is one of those short ones. It's about strangers and customers.

We know we have paid customers.

We know we have internal customers.

We know we have potential future customers.

We even know we have lost customers.

But what about strangers as customers?

What do you mean, Nancy?

I mean, are strangers your customers?

Let me explain. We sit next to strangers on an airplane, in movie theaters, buses, trains, restaurants, all sorts of places. We interact with them. Often in depth. Some tell us their life story before we even get a name and sometimes we never do get a name. We often tell strangers our darkest secrets. Therapeutic that it is; strange isn't it?

We shop next to strangers, we talk to all sorts of strangers. Even though we were warned as a child NEVER TALK TO STRANGERS. Ever!

We say "excuse me" to strangers when we bump into them at the mall. We say "thank you" to a stranger who might help us carry a package or pick up something we dropped or hold a door for us. When a stranger says "thank you" to us, we invariably tell them "you're welcome."

There is even a great old movie called Strangers on a Train. Remember it? It is about two strangers who meet up on a train and decide they should kill each other's spouses. (I'm not saying it's a good idea; simply revealing the plot.)

Often times at Christmas there are folks running around giving money to strangers; people they don't know and will probably never see or talk with again. We donate money to strangers all the time. We tip strangers at restaurants. Sure, they do a job for us. But nevertheless they are still strangers.

So I ask you, are you nicer to strangers than you are your customers? Or are you strangers your customers?

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To download our Ebook, Hidden Gems, click here

For a demo of Nancy in action, and full keynote speaking packet, call 314.291.1012 or visitwww.nancyfriedman.com.

Or email [email protected] See how quickly she replies

Nancy Friedman, president of Telephone Doctor Customer Service Training, is a featured keynote speaker and subject matter expert on customer service, engagement opportunities and communications skills at franchise, association and corporate meetings.

Nancy has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning and hundreds of other radio and TV shows. She has been published in Wall Street Journal with her column, "Don't Strike Out with Your Customers."

The author of eight books on sales, communications skills and customer service, Nancy is a subject matter expert on these topics. She is the spokesperson in the popular Telephone Doctor customer service training programs.

As most of you are aware, all the stories we share with you at our onsite programs and in our newsletters, blogs, etc., are 'true.' Nothing is made up. They either happened to me personally, I witnessed them, or I verified the information if I am going to share it. Credibility is key to Telephone Doctor.

We don't make anything up. That being said, I want to share a story that happened to me the other weekend.

It's a clear example of WHY we don't need to agree with the customer all the time.

I went into my bank prepared to make some minor changes to a few accounts. It was a Saturday and the only other folks in the bank were the teller and the one lady (who never gave me her name and had no badge) who tried to help me.

I say 'tried' because it was a comedy of errors. Now, please know, just because I'm the Telephone Doctor I do not make a big deal out of poor service. I don't try and teach the person what to do on the spot when I don't agree. If they've done something not customer friendly I usually spank them with my wallet and go elsewhere. Very few people appreciate on the spot training. So I just take notes.

Anyway, after many faux pas in her service I get up to leave. I turned around to her and said (with a smile), "Oh, by the way, you're online banking stinks. It's not very user friendly."

Drum roll please.

Without missing a beat she says to me, "Oh yes, we hear that a lot." (Almost as though she was proud of it.)

All I could muster up was a blank stare. I released my shock and said, "OK, have a nice day." I got the same back.

While I didn't tell her what to say, I will tell you, our readers.

• She never introduced herself. (I should have asked, but I waited to see if she would.)

• She didn't ask for my name; just my account number.
• She rarely smiled.
• At the end when I asked, "I wonder, could I have done this over the phone?" She nicely said, "Sure you could have." (Why didn't she tell me that first?)

So again, I didn't try and 'fix' her on these points. But when I told her how bad the online banking was and have her tell me, "Yes, we hear that a lot." That floored me.

Where was: "Oh my goodness, tell me what happened."

Where was a pen and paper to jot my notes down as I told her my concerns about their online banking so she might share with whatever department to fix it?

Where was some sympathy? Had she ever had the same problems?

Why didn't she let me know, if this ever happens again, we can make it easier for you on the phone. You wouldn't need to make a special trip.

Where was her training?

Sorry folks, this is basic Customer Service 101.

Let's hear your own stories.

The 'BEST,' or shall we say, the worst will win a set of three (3) Telephone Doctor books.

Reminder: Listen to the customer. They aren't always looking for you to agree with them; sometimes they just need you to help them; to hear them; to see them; to listen to them.

Nancy Friedman , president of Telephone Doctor Customer Service Training, is a featured keynote speaker, and subject matter expert on customer service and communications skills, at franchise, association and corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning and hundreds of other radio and TV shows. She has been published in Wall Street Journal with her column, "Don't Strike Out with Your Customers. Nancy is the author of eight books on sales, communications skills and customer service. She is the spokesperson in the popular Telephone Doctor customer service training programs.

For a demo and full keynote speaking packet of Nancy call 314.291.1012 or visit www.nancyfriedman.com.

To download our Ebook, click here

Love to get your feedback. [email protected] 

A recent email we received below gave us some good ammunition for this blog.

While the industry, as you can see, is in the legal profession, believe me, it can happen in every industry.

It's from an attorney, and Mike Webster tells me that this is par for the course.

1. Around 1:00 p.m. today I returned opposing counsel's telephone call from this morning.

2. The first person that answered the phone took my name and asked me to hold while he checked to see if she was back from lunch.

3. After a short hold, he came back on the line and transferred my call.

4. Now, at this point opposing counsel's assistant answered the phone.

5. She had to take  my name for the second time and then put me back on hold.

6. After holding a couple of minutes, opposing counsel's assistant came back on the line and asked if I could call back in twenty minutes!

7. I am sure that her assistant told opposing counsel that I am a jerk because I answered, "No, I am calling her back now."

 

How many .1 of an hour were billed for this non-communication do you think?