customer experience

Reverse Customer Experience: Retain Calm Customers!

When customer experience is going sour, do your calm customers have to raise their voice to get action? Do they think they must show anger to reverse customer experience from bad to good?

Reverse Customer Experience: Image is Iceberg Reflecting Deeper Trouble

Reverse Customer Experience: Don’t Drive Calm Customers Away Image by Drew Avery via Flickr.

Image by: Drew Avery via Flickr Creative Commons License.

Reverse Customer Experience: Don’t Drive Calm Customers Away

Consistently great customer experience requires may things. One often overlooked skill — hearing the urgency before the yell — is key. You can reverse customer experience midstream if you realize that not all dissatisfied customers yell.

Ask yourself, do your customers have to yell to:

  • Shake you out of your malaise? Calm customers often face lack of action or the dreaded defensive dribble of reasons why the experience is bad. Reverse customer experience from unimpressive to wow. Hear the urgency before the yell.
  • Hear some empathy from you? Empathy is that special connection with what a customer is experiencing. Can you hear their experience before they get upset? If not, you may lose calm customers to those businesses who give empathy before the yell.
  • Get you to explore alternate solutions? When the customer experience is bad do you stay safely in procedures — until the customers yell or tweet their anger?


Kate Nasser, The People Skills Coach™

1.5 min video message to reverse customer experience from bad to good.


The Story

I recently left a web hosting company because there was no response to trouble when I reported it without yelling. The rep actually said to me “There’s nothing we can do.” When I tweeted what he said to me, the response from the company via Twitter was immediate! They said, “we are working on fixing the trouble right now.” I had already faced the same trouble with little response over several months. Each time there was no attempt to reverse customer experience from bad to good — until I tweeted my displeasure. This is a sign of a company who doesn’t understand outstanding customer experience. They don’t live it or deliver it.

The Message

You can more easily reverse customer experience from bad to good IF you detect the trouble early. See beneath the tip of the iceberg. Don’t wait for customers to get angry. Hear their displeasure and their urgency even before the emotion and the yell.

When has a business failed to hear your urgency & displeasure? Share your story!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
24 Tips to Make the Experience Easy for the Customer!
Does Knowledge & Experience Dull Our Empathy for Customers
Free Your Mind to Deliver Great Customer Service Experience

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Empathy: Key Thoughts to Boost Your Success

Empathy is one of the people skills that can make or break your business success. Career and business success is all about relationships and empathy is key. It replaces the distance of diversity with bonds of connection.

Image is: Diverse business people.

Empathy builds bonds of success. Image by: Maryland_GovPics

Image by: Maryland_GovPics

Empathy: 3 Key Thoughts to Boost Your Business Success

You can develop your empathy and increase your success. Empathy gets you out of your own head and into others. It allows you to step outside of your own perspective and see where others are coming from. It builds trust. It builds bonds with customers. It boosts your negotiation skills.

Key Thought #1:

Empathy: Image is quote Empathy is the connection before the solution.

Empathy is the connection before the solution. ~Kate Nasser

Key Thought #2:

Image is quote: Empathize before you analyze.

Empathize before you analyze. ~Kate Nasser

Key Thought #3:

Image is quote: Empathy and integrity build and rebuild trust.

Empathy and integrity build and rebuild trust. ~Kate Nasser


Empathy is the universal connector to the new and unexplored. It unites people to create success together — leaders and teams, business owners and leaders, sales reps and customers. It is one of the most powerful business people skills.

Get Started Now!

9 Hidden Places to Find & Develop Your Empathy


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Empathy and Integrity: 5 Keys to Rebuild Customer Trust

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Customer Experience: How to Improve It Quickly

Customer Experience Quick Improvements: Image is light shaped curve.

Customer Experience Quick Improvements. Image by Sam Delong.

Image by Sam DeLong via Flickr Creative Commons License.

Customer Experience: 6 Ways to Improve It Quickly

  1. Improve your welcome. That first impression sets the tone for the customer experience. As a brand, pick one word that defines how you want to come across to customers. Then have every employee the customer with a welcome that matches that image. The image is memorable so make it great.
  2. Listen for what the customers are not saying. You are already listening to what they are saying. To improve customer experience quickly, hear what they are not saying. It wows the customers and gives them the extra connection they love so much.

  3. Kate Nasser, The People Skills Coach™

  4. Think ‘yes’ and ‘how to’ vs. ‘that’s not the way we do it here.’ Customers don’t come to you to follow your process. They come to experience what they want!
  5. Ask how are we doing instead of how did we do! Every moment of customer interaction is a moment to learn and improve. Take the customer’s pulse sooner. Their vital sign is your vital sign.
  6. SHOW customers you care. They cannot observe your intentions. The experience is in the doing. It comes alive with your actions — not in what you are trying to do.
  7. Be very open to feedback. Any time you feel frustrated or annoyed with customer complaints, ask yourself: Would you rather they complain or leave without telling you why? Complaints are a sign of continued interest — the lifeblood of any business.

As a customer, what customer experience improvements do you want to see?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Experience: 24 Tips to Make It Easy & Valuable
Irresistible Customer Experience: What Every Customer Wants
Irresistible Customer Experience: DOs & Don’ts Part II

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 
QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Irresistible Customer Experience Loyalty – Do’s & Don’ts Part II

In part one of delivering irresistible customer experience, we focused on what every customer wants. The next step, irresistible customer experience loyalty comes with consistency in being irresistible! And yes, it is doable. Apple, Ritz Carleton, Nordstroms, Zappos, all deliver it through relationships!

Irresistible Customer Experience Loyalty: Image is a Magnet drawing things inward.

Irresistible Customer Experience Loyalty: Do’s & Don’s Part II


Do’s and Don’ts of Irresistible Customer Experience Loyalty – Part II

An irresistible customer experience:

  • Is pleasurable.
  • Makes customers feel wanted.
  • Gives customers something they really want.
  • Surprises customers with something positive that they didn’t even know we wanted.
  • Gets better and better each time.
  • Reawakens pleasant feelings they had before.
  • Prevents or relieves difficulty or pain.
  • Elevates customers in some way and puts them in a positive light.

DOs/Don’ts:

  1. Greet customers w/ zeal and focus. Don’t use robotic greetings that seem disinterested.
  2. Show individual interest in them. Don’t queue them up like transactions.
  3. Design online and mobile interaction from the customer perspective. Get their feedback and make changes! Give your employees access to the same views to easily assist customers who call. Don’t let the silos in your company sour the customer experience.
  4. Embrace negative feedback w/ empathy and resolutions. Don’t defend with explanations and excuses. Tell the customer why the experience doesn’t make it better and repels them.
  5. Trust each customer until you have data that says otherwise. Don’t use procedures that treat every customer as a potential criminal. Irresistible customer experience loyalty comes from a trusting relationship!!
  6. Train your employees on how to build relationships & empower them to do it. Don’t reserve this training for just the sales folks. No matter what employee your customer interacts with, that interaction must draw the customer in again and again. It must virtually say “we want you not just your money.”
  7. Be flexible and adaptive. This doesn’t mean offering 100 different options. It means adjusting what you do offer to make the experience irresistible to customers. Don’t allow your metrics to become the culture. Metric-focused organizations slide into a rigid approach in service to the metrics. Serve the customer not the metric. Serve the customer and you’ll meet the metric.

Let’s do a workshop to train, empower, and inspire your employees very soon.


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
25 Worst Customer Experiences to Avoid Making the Same Mistakes w/ Your Customers
Customer Experience Superstars: Their Celebratory Give & Take!
11 Surefire Beliefs for Superior Customer Experience

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Difficult Customer Moments: Free Your Mind!

With more than twenty years of teaching how to handle difficult customer moments, I can attest to one eternal truth:

Both the obstacle and the pathway to handing difficult moments with customers are in the mind — our minds, not theirs.

Difficult Customer Moments: Image is sign that says free your mind now!

Free Your Mind to Deliver Superior Service in Difficult Customer Moments Image by: EnvironmentBlog

Image by: Environmentblog via Creative Commons License

In Difficult Customer Moments: Free Our Minds!

First and most importantly, let’s free our minds of the disdainful phrase — difficult customer — and replace it with the empowering phrase, difficult moment. This changes our outlook from one of resentment and disregard to empowered action. We don’t resent customers and who they are. We work to remedy the difficulty.

Secondly replace our desperate lament “Why Me”, with the mind freeing phrase “What If”.


What If …

  1. The customer has goals we don’t understand yet?
  2. The customer’s personality is different from ours?
  3. There’s an urgency we are not aware of?
  4. The customer has insight beyond ours?
  5. There are cultural differences causing stress?
  6. The customer simply feels confused and worried?
  7. The customer is pressed for time?
  8. Trust is still lacking?

And What If …

  1. We listen carefully to hear what the customer is saying and not saying?
  2. We adapt to the customer’s personality type to build the bond?
  3. We explore to detect the urgent pressure?
  4. We hear the need instead of an attack to learn the bigger picture?
  5. We let the customer set the cultural bent?
  6. We clear confusion to relieve the worry?
  7. We empathize and then get to resolving the issue?
  8. We do everything we can to rebuild trust?

The phrase “What if” lights up the creative parts of our brain freeing us from the emotional trap of defensiveness. When we free our minds of labels and blame, we see and hear invaluable information, alternate views, and previously undetected possibilities.

Open-mindedness transforms the difficult customer moment from heavy burden to superior customer service. Our adaptability and new thinking show the customer our professional care and that echoes throughout the customer’s community.

Action Summary
In difficult customer moments, silently ask yourself these what ifs. This mind freeing approach will:

  • Keep you calm and caring.
  • Stop you from telling the customer “calm down.” (Don’t ever say this!)
  • Tool you with great questions to ask the customer.
  • Improve your listening.
  • Fuel you with ideas on how to resolve the problem.
  • Lift your spirit and sustain your morale.
  • Wow the customer with care and great service recovery.

When have you received great care as a customer when you were upset?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Powerful Beliefs & Actions to Win Over Rude or Angry Customers
24 Customer Service Tips to Make it Easy for Customers

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Great Customer Service Staff: Recruit These 15 Natural Traits

For years I have been able to spot job applicants who are naturally great at customer service. They excel at it. They have an ease, commitment, and skill that makes them great. They have a natural calling to serve others and they answer that call very well.

Recruit Naturally Great Customer Service Staff: Image is bright sun over ocean

Recruit Naturally Great Customer Service Staff. Image by Sea Turtle via Flickr.

Grateful for image by Sea Turtle via Flickr Creative Commons License.

Recruit Naturally Great Customer Service Staff

As more and more managers asked me how I picked naturally great customer service staff, I created this list of traits and behaviors. It was an interesting exercise to turn my people skills intuition into concrete traits you can unearth in interviews.

Here’s what the naturally great customer service staff do:

  1. Accept the absurdity of life without using sarcasm toward the customer.
  2. They easily adapt; their need for control is low.
  3. They listen with empathy.
  4. They brilliantly balance objectivity and caring.
  5. They initiate both caring and action. This is essential for dealing with upset customers.
  6. They know that they can’t change others — only their own perspectives and reactions. More importantly, they don’t want to change others.
  7. They love diversity. They are inspired and excited by it. They are non-judgmental.
  8. They exhibit a high sense of ownership and teamwork.
  9. They understand the big picture and show attention to detail; they follow-through.
  10. They see and hear far more than what the customer is saying and use it well.
  11. They continuously learn from interactions and quickly reapply this insight.
  12. They are self-confident not arrogant. They are comfortable with customers questioning their authority and influence appropriately.
  13. They have a thick skin and a warm heart. This makes them resilient and prevents them from burning out.
  14. They believe service and servitude are completely different. The first you choose; the second you don’t. They are proud to serve.
  15. They love to serve because of the giving — not to be liked or loved in return.

One caution: Be wary of job applicants who say they like customer service work because they like being appreciated. When the difficult customers are and the thank yous aren’t, these employees become frustrated and may do poorly. Customer service is about caring for others not about the customers caring for them.

Recruit and retain naturally great customer service staff by:

  • Understanding and believing that these people actually exist. Look in diverse pools of talent.
  • Using above list to hire friendly. Then train technically.
  • Giving them leeway in interacting with customers. Rigid scripts work against their natural talents.
  • Treating them with respect and trust. It sustains their natural talent.

You can easily trust and empower them to wow the customers. Since they are highly responsible and talented, the customer experiences the ultimate in care and action — in the moment, every time.

The consistently high quality service these great customer service staff deliver is your winning business advantage!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Service Inspiration: The Secret Keys to Great Attitude
5 Powerful Beliefs to Win Over Rude Angry Customers
11 Wining Beliefs for Superior Customer Service Experience
Customer Service People Skills: 10 Non-Defensive Responses

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Business Marketing: People Skills Mistakes You Can Easily Avoid

Every leader and business owner knows that business marketing and networking are essential to success. Whether face-to-face, on the phone, or on social media, our interaction with people matters. Are you making people skills mistakes that hurt your business marketing? Here are several you can easily avoid!

Business Marketing People Skills Blunders: Image is Withered flower blossoms.

Business Marketing: People Skills Blunders to Easily Avoid Image via MMStock.

Grateful for image from Jeffrey Betts, MMTStock

Avoid These People Skills Mistakes in Business Marketing

Interaction matters when you are doing business marketing and networking. How you behave, speak, and follow-up can make or break you.

Here are true stories of people skills mistakes in business marketing that you can easily avoid.

  1. Mistake: Treating People as a Target. I received an invitation to join someone’s LinkedIn network. I viewed their profile and said yes. When I accepted I sent a message asking a few questions to show interest in their work. They responded: I didn’t contact you at random. Would you like to take our training course and be certified in our special communication model? No I wouldn’t. My impression of them is negative. They have no time to learn about me nor tell me about themselves. They come across as foraging for sales and devoid of people skills. Ironically they are selling communication training. How absurd. Take time to build relationships and trust. It changes everything!

  2. Mistake: Focusing on yourself. A potential customer agreed to speak with a web designer she met online. She asked a couple of times to speak on the phone and he kept pushing the idea of SKYPE. She finally agreed to SKYPE and during the entire conversation he talked about his integrity, his vision, his preferences in designing. She ended the call and all contact with him. She told me: He is full of himself. Tip: Ego can kill many things including your business marketing. Focus on the customer!

  3. Mistake: Taking steps you really don’t mean. I received an email from another customer service consultant/speaker. He mentioned he would do speaking engagements that others don’t like. He gave a few examples. It was a very creative business marketing approach — or so I thought. I emailed him back that I might refer some customers to him. I suggested we speak on the phone or SKYPE. His reply: I’m really busy and anyway it was just a casual email. Huh? You are taking up people’s time with a casual email? Tip: When you ask for others’ attention in business marketing, don’t slam the door shut when they respond.

  4. Mistake: Using sexual references. I had attended a business marketing event and the speaker was very good. We spoke briefly at the event and his wife/partner did a follow-up mailing. We all agreed to meet over coffee to explore some business ideas. It turned out he just wanted my customer list. I declined. He then replied: I guess I’m too direct. I forget that women like foreplay and we men like to get right to the sex. My intuition about his character was right. Can you imagine if I had connected him with my customers? Being crude is not a good business marketing strategy. Tip: Avoid sexual references. They can offend. Language gives you many impressive ways to communicate your point. Choose great words that don’t offend.

  5. Mistake: Creeping people out by knowing too much about them. One of my customers told me a solar panel company rep called him at home. The rep knew my customer’s salary and net worth. He used this information to convince my customer that he could afford solar panels. My customer told me it was a shock to hear a stranger telling him so much about his own financial picture. He said no to the rep and the solar panels. Tip: Respect people’s privacy. Don’t collect and share data to manipulate them.

  6. Mistake: Not listening. A few years back I was looking for a graphics designer to create my speaker ONE sheet for business marketing. I called a well-known designer that many speaker groups had promoted. In our first (and only) phone call, she kept trying to sell me her book. Instead of listening to what I needed, she focused on her predetermined business goal. I couldn’t imagine working with her since she showed little interest in my needs. I went back to social media and found Kimb Manson Graphic Design. I called Kimb and we were soon discussing my needs. I knew immediately that I could work with her. Her people skills made the business marketing come to life. Her creative skills made the ONE sheet come to life. It is no surprise that she is ranked very high on Google in graphics design for speakers.

  7. Mistake: Sharing your baggage or dirty laundry. Every business has good times and bad. When marketing to customers, share the good times. Once you understand what they want and need, show them how your product, service, and expertise will make them successful as well. If you frequently talk about the bad times you had with other customers, they may wonder what you will say about them. Tip: With customers, speak positively not negatively and forward not back.





Proficient people skills in business marketing create a great first impression, build trust, and a wonderfully memorable experience. I would be pleased to share even more people skills tips at your business group or company event.

Remember, be customer focused, be professional, and be generous.

Your turn: What people skills lessons learned would you add to this list?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:

13 Key People Skills for Business & Career Success
Social Media: Are You Using These People Skills
Modern People Skills Reminders for Social Media Greatness

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

It takes great people skills to succeed in business and it takes empathy to have great people skills. Have you discovered the full extent of your empathy? Without empathy — understanding and feeling what others are feeling — you fail to build trust and true connection.

People Skills Success Discover Your Empathy: Image is a humanoid w/ binoculars

People Skills Success Radar: Discover Your Empathy. Image licensed from Istock.com

Image licensed from Istock.com.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

Find your empathy to lead and engage employees, work with teammates, collaborate on projects, and succeed with customers. Give it even in the toughest moments. Your people skills success radar will help you find it.

Here is where empathy often hides:

  1. In what you are afraid to be. When people want to be seen as tough and strong, empathy hides to protect that image. Release and give your empathy. It shows that you are truly secure in who you are and confident enough to care for others. Inner strength is your billboard not fake toughness.

  2. In what you never received. Your empathy hides behind your unconscious scar of not receiving any. Find your empathy there and give it to others. It is the best way to get empathy and remove your scar.

  3. In the fear of failure. When people are afraid they will fail, they sometimes focus too much on themselves. Their fear hides their empathy. Uncover your empathy to uncover people skills success in business.

  4. In the myth that empathy makes others weak. Feeling what others feel doesn’t make them weak. Connection lifts people up. Your empathy makes them stronger as you light another way to success.

  5. In a logical focus. People who find comfort in logic — and discomfort in feelings — bury their empathy underneath analysis. Dig it up. Empathize before you analyze. It doesn’t bury you in feelings. Empathy is the connection before the solution. It is the secret to people skills success.

  6. Behind a wall of mistrust. When people are stung by an emotional manipulator, they sometimes put up walls to future connection. They don’t want to empathize and be stung by anyone again. Don’t hide your pain behind the wall. Call the stingers what they are — stinkers! Then share your empathy with the rest of the wonderful caring people in your world. Otherwise, the stinkers hide your people skills success behind the wall forever.

  7. In the wrong definition of empathy. Empathy doesn’t mean you agree with others. It simply says: “You matter, we matter, this matters, let’s find a solution.” You can empathize with someone’s feelings and yet not agree with their reasoning, conclusion, or solution. Share your empathy first to help them see a different view.

  8. In a judgmental ego. “I told you so” and “Everything that happened to you is your own fault” scream out your weakness. Quite ironic since these statements attempt to focus on others’ weakness! Silence your judgmental ego w/ a more powerful force — empathy. Then watch the magical power of connection bring you success.

  9. In a vengeful spirit. If you live a get even life, your empathy and success have difficulty living there too. And few will want to be there with you. Employees, colleagues, teammates, and definitely customers will keep their distance. Replace vengeance with forgiveness and move forward. Your empathy — not vengeance — will bring you people skills success.

Work and live the most basic human truth, success comes through connection. Empathy brings the magical power of connection to life. Find and share your empathy for people skills success.

What would you add to the list above? Is there a #10?


Let’s explore empathy in workshops with your teams and boost teamwork and business success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
People Skills Philosophy 4 Keys to Agility & Success in Business
What Happens When Tough Leaders Show Empathy?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Franchisees must follow franchise rules. In fact, some brands actually look for frenchisees who are comfortable following rules.

Yet customers don’t care about the rules. They want a great experience and rules don’t deliver it. Here’s the question. Do the franchise rules stop super customer experience? They don’t have to.

Franchisees: Image is Customer Service Checklist Excellent Good Poor

Franchisees: Rules Need Not Stop Super Customer Experience

Image licensed from Istock.com

Franchisees: Amaze Customers With These Top Tips

Despite the franchise rules, you can wow customers with a great customer experience.

  1. Inspire service workers to care. Start each shift with a service motto. Use one example each day of how the workers make a difference! Inspire workers to care before you teach them to smile.
  2. Give each customer your full attention. Customers are becoming more and more insulted by distracted workers. At check out counters, workers are chatting with friends while scanning customer purchases. They are texting and talking on the phone while customers wait for service. Attention is one of the easiest ways to show customers you care. It is the first impression you give and sets the tone for the interaction.
  3. Smile. You’ve read it before and I say it again. Customers have chosen to come to your business. A smile says welcome and thank you. It defuses their tension. Everyone has struggles. You can lighten their load and make a difference.
  4. Listen. Make sure you know what customers want. Restate what the customer asks for. Listen for special requests. One drive-through customer stressed they didn’t want any ketchup on their burger. As they drove away and reached into the bag, they found a burger with ketchup. They came back with the burger — very upset.
  5. Double check before you deliver. Had the worker checked the order before giving the burger to the customer, they would have prevented the bad experience.
  6. Blame no one. In a family style chain restaurant, the customer at the table next to mine told the server he brought the wrong order. He then blamed the customer. “That’s what you pointed to on the menu.” Had he restated the customer’s order before sending it into the kitchen, he would have prevented the problem.
  7. Let the customers have their say. When customers are upset, don’t interrupt them. Don’t say calm down. They don’t take orders. Customers aren’t in your army. If you let them speak, they will come up for air. Then show them some empathy and work to resolve the problem.
  8. Franchisees: Quote says Everybody has their own struggle. So be kind.

    Be kind. It creates a great customer experience.

    Image via quoteeveryday.com

Successful franchisees strive and know how to create an irresistible customer experience despite the rules. Their customers rave about the service to their friends and family.

As franchisees, they inspire great service attitudes. So hire friendly employees. Model great service and train service workers to deliver it. Appreciate their work and recognize their efforts.

Franchisees: Caring Words Cost Nothing: Image is a poster with those words.

Treat employees well. Be the model of how to treat customers! Remember always that business rules need not stop a super customer experience.

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Let’s do a customer service workshop or webinar for your service workers. Together we can make a difference! Ph: 908.595.1515.

Related Post:
24 Customer Service Tips to Make It Easy for Customers
11 Surefire Beliefs for Superior Customer Experience

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Customer Experience Beliefs: 11 to Win Over Customers

If we want our customers to have a superior customer experience, we need to examine our customer experience beliefs. What we think affects what we do. This is true in every aspect of business. With customers, it’s even more important.

Customer Experience Beliefs: Image is the neon sign "belief".

11 Winning Customer Experience Beliefs. Image by Steve Rhodes via Flickr Creative Commons License.

Image by: Steve Rhodes via Flicker Creative Commons License.

11 Surefire Customer Experience Beliefs

  1. Customers cannot observe our intentions. Treat them well.
  2. The customer’s voice echoes forever. Of course they talk about us. What they say is actually up to us.
  3. Persist when you sense potential; shift and innovate when you see futility. Never let frustration with a customer stop you from giving great care and finding a solution!
  4. Make customer experience easy! Count the number of hoops you ask customers to jump through & you’ll find the places they may jump ship! Leave the hoops for basketball.
  5. Courtesy and civility do not undo our authenticity. They allow the customers to easily embrace it. Authenticity is not an excuse for being blunt or rude to customers. A smile can change everything.
  6. A customer’s trust is an invitation for a human bond. Our actions RSVP the truth about our integrity and foretell the customer’s next choice.
  7. There is a difference between service and servitude. The first you choose; the second you don’t. What choice will you make to deliver superior customer experience?
  8. A sincere apology is the quickest way to repave the road of customer trust. Waffling, defending, and delay leaves a trail of mistrust.
  9. Our future is behind every customer. The customer is the heart of our success. Their pulse is our vital sign. It beats for our future. Maintain heart health!
  10. When we hold resentment in our hearts, we deliver far below our capabilities. Learn objective caring to prevent taking customers’ criticisms personally.
  11. Choose to trust until there’s proof to mistrust. Check all your processes, procedures, and touch points. Do they communicate trust or mistrust of the customer? Then ask yourselves, if you were the customers, would you feel welcome?


Are your customer experience beliefs serving or sabotaging superior customer experience? Leaders, do you know what your teams think? Sit with them and ask “What are our customer experience beliefs?” You may be pleasantly surprised or jolted by the silence. In either case, this review is a no cost high return step to superior customer experience!

What winning customer experience beliefs would you add to this list?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
5 Powerful Beliefs to Win Over Rude or Angry Customers
Irresistible Customer Experience: What Every Customer Wants

©2012-2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Superior Customer Service: Think Care Not Guilt

I hear some customer service reps, agents, and analysts — even leaders — say that you shouldn’t say “We’re sorry” to customers because it means “we’re guilty.” There is even one consultant who has written a book with this same idea. The problem is, it is simply not true. It’s a myth and a costly mistake to make.

Sorry doesn’t mean guilty. It means we care. In fact if we are thinking about who’s guilty, we aren’t even in the zone of delivering superior customer service and customer experience.

Don’t picture this …


Superior Customer Service: Image is words Mea Culpa

Superior Customer Service: Sorry Doesn’t Mean Guilty Image via Istock.com

Picture this …


Superior Customer Service: Image is Balloons w/ Sorry Words Celebrating!

Superior Customer Service: Sorry Means We Care!

Grateful for both images from Istockphoto.com.

Superior Customer Service: Think Care, Not Guilt!

Superior customer service is never about guilt. It’s about responsibility, desire, and passion to serve and to care.

  • Sorry doesn’t mean guilty. When we offer condolences at a funeral, it doesn’t mean we are guilty. Sorry is one of the many ways to express empathy. We’re sorry for your _________ doesn’t mean we’re guilty of it.
  • When customers are upset with us, we are responsible (not guilty) for the less than satisfying experience they had. Let’s not back away or defend ourselves. Let’s make it an incredibly great moment that customers will remember. Studies show that outstanding service recovery skills often create some of the most loyal customers! Many customers believe that some mistake is bound to happen and they are wowed by great empathy and service recovery skills.
  • Thinking that sorry means guilty says we are thinking of ourselves instead of the customer. We have misinterpreted the customer’s outburst as an accusation against us. It isn’t. Customers want care and resolution. Give them an unadulterated full out “we’re sorry”. Give them full commitment to resolve the issue and loads of care.
  • Customers can get upset for many reasons. Don’t analyze whether they are valid reasons. Don’t analyze who’s at fault. Don’t act neutral. All of these are wasted time and effort. Go all the way and show them true empathy. Empathize emotions; don’t analyze them.
  • Humility is not humiliation. Humility allows us to put the customers emotional needs ahead of ours. We are the professionals. This is not humiliation — the driving emotion behind the guilty/sorry debate. The debate is useless. It sidetracks us from the main goal of delivering superior customer service, memorable customer experience, and retaining the customers.
  • Live with accountability not blame. We are responsible for delivering superior customer service experience. This is a far cry from being guilty when we miss the mark.

Remember, if customers are complaining to us, they’re still interested in our business. We have a chance to show we care. A chance to wow. Don’t blow this chance by withholding empathy. Give a caring “we’re sorry”. It’s not a shameful “we’re guilty.”

Apologize to customers if they had a less than stellar experience. It is a chance for us to reaffirm commitment with true empathy. It’s a chance to show just how much we care about them. It’s a chance to improve our business and wow the customers even more.


Short 2 minute video with inspirational message for leaders and teams to deliver superior customer experience!

Replace guilt with care. Guilt doesn’t belong in superior customer service. Care does. Create a customer-centric culture that brings them back for more.

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
Leadership: Breed Accountability Not Blame
24 Customer Service Tips That Make Loyalty Easy
Superior Customer Service: 5 Ways to Stay Calm AND Caring w/ Upset Customers

©2013-2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Customer Service: 24 Tips to Make it Easy for Customers

Leaders, does your vision of company success include the phrase easy for customers With so much spent on customer loyalty research, it is surprising to see so little focus put on the basic customer service request — make it easy for me!!

There are some exceptions like Staples Office Supplies who have made Easy their brand. Yet it is not a message you hear from every single business. It should be!

When you give customers value and ease, they have little reason to go to your competitors. Easy and valuable builds loyalty builds because it is hard to leave! Are you ready to move past the customer loyalty research and into the zone of true customer loyalty?

Customer service: Image is button that says "easy".

Customer Service: Customers want it easy & valuable. Image by: Spackletoe



Basic Beliefs You’ll Need

  • The customer is your pathway to success — not your enemy. Trust don’t mistrust.
  • There are things all customers need from you to give you their loyalty: value, ease, positive memory, gratitude.
  • The opposite of easy is difficult not high status. Some businesses believe that complexity makes their brand seem more valuable. Yet the finest hotels and restaurants make customer service easy for the customer not complex and difficult.
  • Making customer service easy costs you little and brings you much.

Easy Customer Service: 24 Things Customers Will Love!

  1. Be attentive. “Stop doing other things while you’re helping me.” Stop texting, stop talking to your coworkers about other things, stop picking up the phone and serving other customers, stop watching the video playing in the room, etc… Be present and attentive in customer service.
  2. Be friendly. Friendly makes it easy and it doesn’t have to delay value. “Smile, be open to questions, show me you care.” It costs nothing and speaks volumes in gratitude.
  3. Be adaptable. “I’m a person. Not a cog in your process wheel.” Strict scripts in customer service make life difficult for the customer. This doesn’t mean you must throw out all processes and let each customer run your company. It does mean your processes must be flexible to make customer service easy for each customer.
  4. Be timely. “if you here I’m urgent, get to the point. If I’m laid back, don’t push me.” There are some cultures where fast is rude because it seems like you don’t value the customer as a person. Other cultures value time and want you to respect it.
  5. Be proactive. “Use your expertise to prevent my problems.” Anticipate customers needs. Not that hard to do if you are listening. So throw away the script, listen to what the customers are saying, and make it easy for them. Anticipation communicates care which breeds loyalty. You may even sell them more as you anticipate their needs!
  6. Be creative. “Do something to help me even when I have an unusual request.” Creative problem solving or creative fun (depending on your product/service) makes life easy for the customer. It also energizes employees’ commitment to your brand and the customers!
  7. Be resilient. “Don’t treat me badly because it’s the end of your shift.” The customer needs care even when you are tired. Be as caring to the customer at the end of your workday as you were to the ones at the beginning. This makes it easy to be loyal to your brand.
  8. Be balanced in a storm. “You’re my lifeboat. Stay calm to ease the storm.” Things happen. Handle them with ease and make customer service easy for the customer. This builds trust and loyalty. Don’t tell the customer to calm down. It makes you look like an uncaring inept control freak.
  9. Be transparent. “Remove my doubt.” Pre-purchase or post purchase, being able to trust your brand makes life easy for the customer! Smoke and mirrors, hidden clauses, and surprises that deny service make it difficult for the customer to stay and easy for them to leave!
  10. Be virtuous. “Show me your brand has integrity.” Make your brand a brand of no excuses! Deliver the fix. Don’t defend the trouble. Make it easy for the customer to trust you! Remember, mistrust is a powerful engine.



  11. Honor privacy. A pharmacist in a well-known nationwide pharmacy said out loud to a packed waiting area, “Miss Debra _______________, where on your body will you be using this special powder for your rash? I have to enter the information in the system.” The patient customer was horrified. She gathered her courage and replied, “Why don’t you tell the whole world?” Was this pharmacist an idiot, an uncaring person, or a techno-focused robot? None of those deliver great service. Speak with people privately and secure their private information.
  12. Honor the customer’s view and knowledge. If the customer feels overrun, it’s not great service. Whether it is a retail customer explaining their situation or a patient explaining their pain, their view matters. Honor them with listening and insightful questions that diagnose not demean.
  13. Honor the customers for choosing your company or professional practice. All the traditional courtesies do this well. Please, thank you, you’re welcome, so glad to see you, thanks for coming back to us — all honor the customers for being your customers.



  14. Stop asking the customer to repeat themselves. “Hear me.” Contact centers are notorious for torturing the customer through repetition — especially when connecting the call to others departments. Stop this madness. Listen, take notes, and be the customer’s advocate! Why would anyone be loyal to a brand that tortures them?
  15. Stop hiding! “What’s your phone number?” If a customer can’t easily find your phone number, they are not likely to give you their loyalty. Even in today’s high tech environment of online service, customers want to know that calling you is an option when needed. If you hide your phone number on your website, your message is “don’t call us”. Hmmm… hardly a strategy for customer loyalty.
  16. Stop the jargon! An airline agent asked the customer: “What’s the fare basis on your ticket?” The customer snapped back: “I don’t know. I don’t speak airline.” Jargon makes life difficult for the customer. It also makes a brand seem full of itself.
  17. Work as a team. “I don’t care that it’s not your department!” Silos, personality conflicts, turf wars in companies are the opposite of easy customer service. It makes life difficult for customers and once again tells them you don’t care enough to work as a team.



  18. Welcome the customers’ questions. Questions are a sign of interest. Don’t misconstrue them to be questioning your authority. Build loyalty — don’t expect blind trust. The healthcare community seems to struggle with this. They send the message “ask questions and be active in your healthcare” yet they get impatient when patients ask questions. Remember, customers are easier to deal with when you make it easy for them to build trust in you.
  19. Welcome the customers’ view of customer service. Hotels that have a true customer satisfaction policy build loyalty. Hotels that rigidly define what they think is great customer service lose out. To some customers, safety is absolutely #1. To others, it’s access to the internet. To others, it’s a firm bed. Personalize customer service and you will see customers return.
  20. Welcome the customers’ real feedback. Does your customer feedback survey give customers opportunity to tell you in words what they think and what they would like next time? Having a voice makes it easy for them to come back to you. If you have primarily a numbers based survey, you are telling them you care only about the overall ranking — not what they think.
  21. Satisfy customers before they complain. Customers don’t like to become angry. They want things to be easy and easily addressed. Let them know upfront you will help them. BAM! Easy. Rebuild the trust.
  22. Hire people who like to serve. Yes, they do exist. Then train them, empower them, support them. It’s easy for employees to satisfy customers when leaders aren’t using the reps to limit service to the customers!


  23. Be grateful. Every word you speak, every action you take must tell each customer: “You matter individually.” This makes it easy to come back to you. What human doesn’t want to be valued? Even those that play it kool and claim they don’t care about gratitude, actually love it.
  24. Deliver on the most basic human need — love. Customer loyalty is pretty simple. If you want customers to love your brand, love your customers!

Make it easy for customers! Appreciate them, their time and value to your company. They are not numbers, demographic segments, dutiful servants, idiots waiting for your wisdom, nor puppets for profit.

Respect. them. Care for them. Each — and every one of them!




What tips would you add?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Grateful for image by: Spackletoe via Flickr Creative Commons License.

Related posts:
Irresistible Customer Experience: What Every Customer Wants!
Super Customer Experience: Feelings Aren’t Random
Inside Customer Service Video Series: Kate Nasser
10 Winning Beliefs for Super Customer Experience

©2013-2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Irresistible Customer Experience: The Core Truth

An irresistible customer experience is not the tough unachievable summit many leaders and teams picture. There are things that every customer wants to hear and wants to experience.

Irresistible Customer Experience: Image is pictoquote of Make positive thinking our way of life.

Irresistible Customer Experience: What Every Customer Wants! Image by: BK Symphony of Love

Image by BK Symphony of Love via Flickr Creative Commons License.

Irresistible Customer Experience: What Everyone Wants

An irresistible experience …

  • Is pleasurable.
  • Makes us feel wanted.
  • Puts us in a positive light.
  • Gives us something we really want.
  • Surprises us with something positive we didn’t even know we wanted.
  • Gets better and better each time.
  • Reawakens pleasant feelings we had before.
  • Prevents or relieves difficulty or pain.
  • Elevates us in some way.

An irresistible experience doesn’t …

  • Inflict pain.
  • Confuse.
  • Demean.
  • Manipulate.
  • Ignore.
  • Require anger for action.

What customers want to hear …

  1. Welcome. We’re happy you’re here.
  2. Thank you for being our customer.
  3. You’re the reason we exist.
  4. We like serving you.
  5. We respect your choices.
  6. We’re glad you’re back.
  7. We’re listening.
  8. We work hard so you won’t have to.
  9. You’re worth it.
  10. We’re sorry you’re having trouble. Let us fix it!
  11. We will make this easy for you.

Marketing folks capture this core truth of irresistible customer experience in the company tag lines they write. So why do so many companies with great tag lines struggle with delivering an irresistible customer experience?

They make the simple truth complicated!

  • They don’t believe that customer experience is critical to financial success. Yet the simple truth is, customers leave when the experience they have with your company is mediocre or bad.
  • They mistrust customers and thus hedge on giving. Irresistible customer experience becomes unattainable.
  • They mistrust employees and thus don’t empower them. Say goodbye to irresistible customer experience.
  • They become metric-centric instead of customer-centric. Customers don’t list great metrics as an irresistible customer experience!
  • They believe that only small companies can deliver an irresistible customer experience very time. They think that scaling up makes wowing the customer impossible. This belief blocks the possibility. If you can’t envision it, it won’t happen.

However, when we remember the core truth of what every customer wants, we are well on the way to delivering an irresistible customer experience every single time.



Irresistible Customer Experience: Image is "Thank You Cards"

Irresistible Customer Experience: The Simple Core Truth Image by: KatrinaAlana

Image by Katrina Alana via Flickr Creative Commons License.


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Experience Superstars & The Irresistible Things They Give
Customer Experience Vibe: Are You Being Generous or Greedy
Fake Empowerment: The True Cost to Customer Experience

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Customers Frustrating You? Stay Professional in Unfair Moments!

Are Customers Frustrating You? Image is Speak No Evil Hand Over Mouth

Are Customers Frustrating You Onto the Ledge?

Image by Tim Samoff via Flickr Creative Commons License.

In my previous post, 5 Powerful Beliefs to Win Over Rude Angry Customers. I explained 5 ways to stay objective and caring with rude or angry customers.

One customer service representative left the following comment riddled with frustration and posed a heartfelt question. I felt what she was going through and promised I would write this post to respond.

Her Struggle

I’m having a very very difficult customer service day, and am trying to talk myself off the ledge. Specific to my current customer service issues, I am convinced that it doesn’t matter how nice you are, how much you let them vent, how much you empathize with them, how much you don’t interrupt, how much you try to help, there are just some people who you cannot make happy no matter what, and that’s what I’m dealing with right now. Frustration is a good way to describe this.

My question is: When is enough enough? When should respect be commanded? ~Wendy Y.




Are Customers Frustrating You?

Have you ever felt frustrated with customers just like Wendy? I think most of us would say yes.

  • When customers claim we didn’t tell them something when actually we did
  • When customers don’t communicate their expectations until they see the solution isn’t working
  • When customers change requirements at the last minute
  • When customers get impatient with us

Feeling frustrated is human. Wanting to finally show it is also human and very foolhardy.

  1. It won’t change the customer’s behavior.
  2. It won’t command or earn you respect. It will cost you.
  3. It won’t feel as good as you think because you will pay for this moment of revenge in future interactions or lost business.

Picture Customers Frustrating You

Picture yourself feeling frustrated with customers. What are they doing? What do you want them to do — change their behavior? Lashing out at them or giving them sarcastic slams won’t accomplish that.

If you are, as Wendy said, on the ledge and ready to lose it, write down all the reasons the customers might be acting that way. The list will be long and incomplete and there is only one way to work in this state — with a patient positive can-do attitude.

Focus on what needs to be done and do it. Simple! Deliver knowledge with care. It keeps you and the customers moving toward a solution not detouring to the land of emotional squabbles, vengeful dings, hurtful one-upsmanship.

Picture customers frustrating you and remember that customer service is not friendship. It’s not equality. It’s a professional pursuit of objective caring that allows us to be proud and happy when we show patience and restraint in frustrating unfair moments.

Customers frustrating you? Don’t make it a battle of who’s right or wrong. Use your emotional intelligence to show customers how professional, perceptive, and forbearing you are.

I look forward to helping you and your teams reach this level of happy professionalism!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Service Superstars: 11 Things They Give That Make Them Great!
Simple Integrity: Best Single Step We Can Take
Potent Communication: 9 People Skills Tips That Make It Easy

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Customer Effort: Does Your Invoice Ruin the Customer Experience?

If your gut reaction to this question is, of course, pause for a moment. I’m not speaking about customers wishing your product/service was free or less expensive. This story is about an alarming trend of companies sending out confusing bills.

Customer Effort: Image is a confusing list of numbers.

Customer Effort: Paying the Bill Should Be Easy Not Confusing! Image by Eliazar Parra Cardenas via Flickr.

Image by Eliazar Parra Cardenas via Flickr Creative Commons License.

Customer Effort: Punctuate a Great Experience With an Easy Bill

The Story
I damaged a tire on my brand new car. It was a side puncture so the tire did not go flat. Yet I suspected I would need a new tire.

I called a place I had bought tires before. Mike was very nice. He asked me what type of tire and asked me to come in and he would look at it. When I arrived Mike wasn’t there yet Dave knew about it and told me they ordered my type of tire just in case I needed it — which I did.

This was a great customer experience. They were proactive and helpful. They even said they could do it in time for me to leave for my next appointment and they did it. THEN suddenly the experience soured. I looked at the bill. There were multiple columns of numbers and fees for extra services I had turned down. I said to Dave, “Why is this so complicated? I have bachelor’s degree in Mathematics and I can’t even understand this bill.”

Dave tried to explain the bill yet you could see he was struggling to make it clear. I expected three numbers in a straight column — the cost of the tire, labor and service charges, and sales tax — that would add up to the total.

Customer Effort: Other Difficult Examples

  • Telephone bills with unrecognizable taxes strewn over multiple pages. How much customer effort does it take to understand a telephone bill?
  • Hotel bills that display as double entry accounting — how many customers understand double entry accounting? Extra customer effort to understand a hotel bill leaves a bad lasting memory.
  • Banking statements with transactions in the order of when they cleared — most people write their check ledger in check#/date order. Why do banks ask customers to extend this extra customer effort just to balance their checkbooks? Make it easy!

Confusing bills are such an unnecessary ding against a wonderful customer experience. Don’t mar the great customer service experience you give with a confusing invoice. Raising doubt and mistrust at the moment you’re asking for money is risky and foolish!

Customer Effort Tip

Invoice — should be “in” the customer’s “voice”, — not yours!


You’ll get paid more easily with fewer questions.


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Business Leadership: Who Are Your Customers’ Advocates? You?
Create a Generous Customer Experience Vibe – It’s Irresistible!

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Older Posts »