KateNasser.com

People Skills: What does it take to see others’ perspectives?



Some say you need the ability to see beyond your own thoughts — in other words, telescopic talent. People with this talent can see others’ views more easily however it’s possible to consider others’ perspectives without it. 










Others say you need the ability to see into another person’s mind — microscopic talent. There are people who have a natural ability to analyze and go deep yet it’s possible to see others’ perspectives without it.



So what does it take to listen and see the perspectives of others?

The short answer — love and courage.



Not tangible enough for you? Too touchy-feely especially in a work setting? OK. Here is a more substantial list that will help you improve your people skills ability to see others’ views.

---

People Skills: Essentials to Seeing Others’ Views

1. Desire to grow. Wanting to know something new is the great motivator. If you don’t yearn to go beyond your current view, skills and ability won’t help you.




2. Courage to explore and be vulnerable. Your beliefs help you feel grounded and comfortable. To see others’ views you must have the courage to go outside your comfort zone and hear very different ideas. This also means temporarily feeling vulnerable in the gap.




3. Belief that the status quo is just as risky as change. People who find the courage to delve into others’ views also see discovery as risk reduction — not just as risk.




4. Patience with ambiguity. If you always like feeling in control, you may also find that you don’t explore others’ views. In exploration there is always some ambiguity as you try to understand something different. Those who see others’ perspective have some patience with ambiguity.




5. Comfort with diversity. Those who see others’ perspectives have accept diversity. Rather than categorically seeing ideas as right/wrong, they first see ideas as different. They don’t prejudge. They explore because they are comfortable with diversity.




6. High self-esteem & humility. When high self-esteem and humility unite, your people skills shine. High self-esteem is the safety net for exploration. New ideas don’t threaten your ego. Humility prevents arrogance and self-righteousness. It keeps you learning about others and their views.

---

As you read through this list, the underlying elements are courage and love. It takes courage to explore, to go outside of the known and the comfortable. It takes love to give others a moment of your time and your courage to see what they have to say.


Consider what seeing peoples’ views can do for your personal and professional life.

• Strong friendships and happy marriages are based on willingness to see the other person’s view.
• Successful negotiation is all about exploring and seeing many aspects and views.
• Leadership and employee engagement hinge on exploring various perspectives.
• Teamwork gels when team members can work through different views to find a winning solution.
• Customer service soars when you take time to see the customer’s perspective.

Want some of these great successes? Give up the need to be right. Ease up on your need to control. Give some of your time and attention. Explore without fearing capitulation. Discover without confusing it with mindless agreement.

Seeing others’ views does not mean you will agree. It simply gives you and others a true chance to discover if you agree or disagree! With desire and great people skills, you will be respected for your openness — even in disagreement.


One great way to start: Ask yourself what if. ====> “What if I find out their ideas are similar to mine? What if I learn something that can help me in another way? What if they end up seeing value in my view? What if the different views are surprisingly helpful and give me happiness and success?”


It costs nothing to explore and learn and the return is great. Muster your courage, give your love, see others’ views, and fearlessly watch the new horizon emerge.

What would you add to the above list of six essentials? Your #7 is ….?


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

Related Posts:
What’s So Hot About Humility Anyway?
12 Most Professional People Skills to Use When You Have Little Power
People Skills: Empathize Before You Analyze

Gratitude for:
Image of telescope by KristinMarshall via Flickr Creative Commons License.
Image of microscope by Carl Zeiss Microscopy via Flickr Creative Commons License.

©2013 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. 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.

Customer Service Tech Support Leaders: Portray People Skills Needed!

Customer service tech support leaders, when you are looking for new agents what job description do you advertise?  If it doesn’t describe the people skills needed for the job, you are leaving success up to chance.

As I train customer service tech support agents in people skills, many seem surprised at what the job truly involves.  Some rise to the occasion. Others don’t.

Want to get the best hires for customer service tech support? Here’s a very different list to include in the job description you advertise!

Image licensed via Istock.com.

Customer Service Tech Support Agents: Attitudes & People Skills Needed

1. Desire and ability to help others succeed.
2. Ability to empathize with customers even the upset ones.
3. Stays cool under pressure while still showing care.
4. Defuses upset customers and meets their needs.
5. Follows-through and demonstrates strong accountability.
6. Is curious to know it all without being a know-it-all.
7. Works to find the right solution for the customers without the need to be right.
8. Can live within rules and also adapt to customers as needed.
9. Strives for excellence yet doesn’t expect perfection from customers.
10. Sees service work as a profession, not as servitude.
11. Believes technology is a means to an end — not the end goal. Customers care about their goals, not technology.
12. Strong cross teamwork and negotiation skills to work with other service teams.




13. What is your #13?

---

Customer service tech support is a demanding job needing far more than technical skills and basic courtesy. Too many of the job descriptions do not accurately portray the job and its people skills demands.

Leaders, use the above list as a starting point and add other behaviors, skills, and attitudes that are needed for your particular environment. Don’t leave hiring up to chance. Portray an accurate picture of the agent’s job to attract those who truly want to be in service to customers.


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

Related Posts:
Customer Service: Use People Skills to Deliver Not Defend
Customer Service People Skills Create Profitable Connections

©2013 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. 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.

Customer Service Teams: How will yours treat customers when controversy strikes?

Leaders, how sure are you that — in the midst of controversy — your customer service teams will put the customers’ needs first?  

If your answer is “I would like to think ” or “I would hope ” read this true story.  The lessons learned will help you ensure that your customer service teams deliver the ultimate customer service — even in the midst of controversy.

Image licensed from Istock.com.

The Story

I flew into major city to deliver customer service training to a large software company. Got a taxi and arrived at a hotel just fine. Then the taxis went on strike. I asked one of the bellmen if he could reserve a car service to get me to the work site. He said, “No, you’ll have to take your chances by hailing one of the non-striking taxis out in the street.”

Strikers pounded the taxi I was in with eggs. It was very upsetting. After work I spoke with the general manager and told him what happened. Once again I asked if they could help me find a way to get to work the next morning.

He said he was shocked and embarrassed that the bellman hadn’t called a car service for me that morning. They had arranged car services for several hotel guests! He then reserved one for me for the remainder of my stay and made sure they took credit cards for that is how I would be paying.

When I saw the bellman, I asked him why he had refused to help me. He said: “Because I am in support of the taxi strike!” I asked him why he didn’t tell me that earlier and he just stared back.

In essence, he wanted to be in support of the strike without risking his job. He wanted to make it easy on himself while making it difficult for me. He chose to use me to be in support of the strike instead of putting himself on the line.

It wasn’t the bellman’s integrity that delivered horrible customer service; it was his lack of it.

---

Leaders: Ensure Your Customer Service Teams Put Customers First

I never stayed at that hotel again. Although the general manager was very customer focused he didn’t know the bellman wasn’t! How sure are you that your customer service teams are truly customer focused — even in the midst of controversy?

• Don’t hope customer service teams are customer focused. Find out!

  When you are aware of a controversy, as in the case of a taxi strike, meet with all customer service teams to openly discuss how they feel about it. Have each one of the team members role play what they will do. With active role plays, you will unearth people’s true feelings.




• Inform customers.

  Communication empowers customers. Lack of communication enables private battles. Signs in the lobby, notices in rooms, and so forth would have prompted me to speak with other customer service teams right away when the bellman turned me down. Also, the GM would have found out much sooner that the bellman was subverting customer service. Communicate and let customers help you discover the truth.




• Be very present.

  Customer service teams circulating and asking customers how they are doing show customers you all care. Proactive customer service prevents regrettable embarrassing mistakes like the bellman’s hidden resistance.




• Train customer service teams to resolve conflict.

  Not all controversy is an external event. Sometimes it’s a customer’s objection to your policies. Do your customer service teams become rigid and defensive when customers object? Scripts feed this rigidity and intensify conflict. Much better to train customer service teams to negotiate and find a satisfactory solution with and for the customers.

Assumptions and lack of interaction can kill the ultimate customer service experience. Leaders, don’t less this happen to you. Communicate & stay involved.

Question: Leaders, how will you stay involved to inspire the best without suggesting to the teams that you don’t trust them?

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

Related Posts:
Leaders, Are You Conquering Customer Loyalty?
Psychological Barriers to Super Customer Experience

©2013 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. 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.

Customer experience leaders — customer experience even in large volume is about the ultimate positive moment for each customer. Even in the face of high volume delivery challenges, super customer experience is about individual customer satisfaction and success.

When you believe and act as if customer experience is mostly about the collective picture, the individual customers become nameless and faceless. The customers feel like they’re in a cattle call — to borrow an expression from the theatre world!

Image of cattle call audition by itselea via Flickr Creative Commons License.

Customer Experience Leaders: Are You Leading a Cattle Call?

Here are true customer stories of the cattle call effect and an easy fix for each!

---

From Nameless to Human

When Alex received her flood insurance renewal notice, it arrived with a confusing letter about rate increases. She called for clarification, gave her name and how long she had been a customer. The insurance rep replied: “Ma’am there have been rate increases ….and so ma’am there’s nothing we can do.”

Alex replied, “I mentioned my name is Alex. I’ve been your customer for 15 years. Will you please use my name and treat me as your customer? And by the way I am not debating the rate increase I am just asking for clarification.”

Cattle call effect: High.

Customer experience score: Low.

Easy Fix: Address customers by name!

---

From Narcissism to Customer Focus

When the mortgage company holding Pat’s mortgage was bought out by a larger one, Pat received notice of the change. A mortgage payment was coming due and he had a question about where to send the payment. When Pat called, the rep repeatedly mentioned paying online or using a credit card over the phone.

Pat mentioned that he prefers to pay by check and just needs the address. The rep again mentioned online payment or credit card. Pat became annoyed and said: “I pay my own way — by check. Do you have an option to receive payment by check? Else I will move my mortgage even if it means refinancing through another company.” Rep then gave Pat the address to pay by check.

In this example, the mortgage company wanted Pat to do what was good for them not him.

Cattle call effect: High.

Customer experience score: Low.

Easy Fix: If you have different payment options, offer them for the customer’s choice and satisfaction. Company narcissism is not a success strategy for customer experience!

---

From Input to Output

Every year Sally goes to the same mammography center for her yearly mammogram. She is an educated health care consumer and always keeps copies of her test results for her records. She returned for her yearly mammogram and once again asked for copies of her films. The technician replied: “We’ve gone digital and everything is stored on the system now.”

Sally replied: “I would like copies for my records. Is it possible?” The technician replied, “Yes it’s possible but why would you want that? We store them on the system. Are you going to a breast specialist ….blah blah blah.”

Annoyed, Sally replied again: “I like to keep copies for my records. When can I have the films?” The technician finally told her that they would prepare them and call her w/i one week for pickup.

Cattle call effect: High.

Customer experience score: Low.

Easy Fix: Listen to the customer’s request and respond from there. In this case the technician was thinking not from the customer input but from their standard process. Better to go from customer input to output than from standard process to a cattle call response.

---

Large organizations do not have to deliver impersonal cattle call customer experience. Brands have proven for years that they can win the hearts and loyalty of their customers when they focus on the customers.

Go from cattle call to WOW
with individual care and people skills in every aspect of the customer experience.




Image of cattle call by Arse_Shoots via Flickr Creative Commons License.

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

Other helpful customer experience posts:
Super Customer Experience: Like a Shiny New Car!
Customer Experience: Loyalty Through Narcissism?
Customer Experience: People Skills for Profitable Connection

©2013 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. 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.

People Skills: Influence Through Giving?

As we live, we influence others. Our words and actions impact others in ways that influence their response to us. It’s not always the response we desire.

In leadership, teamwork, sales, and customer service, what we do influences others and can breed various results. It’s not always the result we desire.

How can we use great people skills to get closer to our desired response and result? First we must get much closer to the people. Classic wisdom is that the precursor to influence is seeing others’ views and building trust. But what are the precursors to those!?

People Skills: Precursors to Seeing Others’ Views & Trust

Assuming we want to influence not manipulate, the magic happens when our selflessness and purity of heart are clearly visible.


The hard work of selfless giving builds trust.

People Skills: Precursors to #Peopleskills Influence Image by: owly9

• Escape the trap of our own comfort.

  The comfort of trends, data, and standard approaches. The comfort of how we prefer to interact. When we give up our own comfort to focus on others, the trust flows.

  When we focus on our own comfort or tell others we will do whatever they are comfortable with and don’t, the relationship grows cold. Trust drops or even disappears. Our influence with them hangs by a thread and eventually breaks.





• Suspend our own goal.

  Our goal affects what we say and what we do because it affects what we can see and hear. When our actions are not producing the results we want with others, it’s because others can see that our goal is not to see theirs!

  Blindness doesn’t influence; suspending our own goal to see others does.




• Welcome influence before we influence.

  When we are open to ideas — to being influenced — we then earn the trust to influence. Influence is not a monologue; it’s a dialogue. It’s not defining great listening as silence; it’s listening to the other person the way the other person defines great listening. Influence is both care and authenticity, not just authenticity.

Despite the trend today on social media to define influence as reach, lasting influence comes from the hard work of selfless giving. There is no greater influence than that.

Something to consider whenever the outcomes are not the ones desired.


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

Related Post:
What’s So Hot About Humility Anyway
12 Most Beneficial People Skills to Influence Others

Grateful for image of tree branches by Marius Waldal and Image of ice crystal by owly9 via Flickr Creative Commons Licenses.

©2013 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. 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.

Super customer service has little room for regret. What we say to customers and how we say it leave lasting impressions. We can wound them with scars that last forever or we can use caring people skills to avoid laying an egg.

Image licensed from Istock.com

In tough moments with customers, how can we speak with great people skills instead of later regretting and hoping for that elusive second chance?

We can take a lesson from everyday life!

Author Jackie Hooper has written a wonderful book, The Things You Would Have Said, compiling letters from people who regret having said bad things or regret not having said caring words.


As I watched the feature on the book on CBS Sunday Morning and heard people reading the words of regret for what they said or hadn’t said, I immediately thought how we could use this lesson for super customer service.


Responding with care instead of defensively reacting is much easier IF we are thinking about the after effects. Ask yourself what you wish you’d said to a customer before you lost them — just as Jackie asked people to do for those they treated poorly.


Instead of regretting, envision what you would write in an “I wish I’d said” letter of regret and say that instead of the defensive snips. Super customer service requires people skills that deliver care even in the toughest moments!

Super Customer Service People Skills – No Regret!

• Find empathy by imagining regret.

  The stress relief you feel by snapping at a customer is short lived. It is quickly followed by regret and feeling for the customer as they receive your outburst. Reverse the regret process and feel the empathy from the beginning. If you feel stuck, adapt don’t attack.




• Imagine the caring you not the ego-controlled you.

  Many regrets are born of the need to be right, the need to be better than, the need to be selfish. In other words, regrets are born of the ego.

  Imagine yourself being great in service not needing to be right. Imagine yourself sharing control not having control.

  Those who deliver super customer service, revel in helping others to succeed and thus they succeed. Their desire to care overrides their ego. They are humble enough to learn from the customer and don’t feel humiliated by the customer. They don’t say things to customers that they will regret for they envision receiving that very same care.




• Prevent regret.

  Treat customers well the first time else there may not be a second time. Defensive thoughts and communication lead to regret. Stay open. Show empathy. Explore the customer’s view. Empathy doesn’t mean you agree. It means you matter, we matter, this matters! Through empathy you find how to wow each customer with care.

---

The old saying, the customer’s always right, has led some to rebel and claim it isn’t true. From there, they justify confronting the customer and saying things to prove the customer wrong.


The debate about that adage is out-of-date and quite worthless. What we all need to remember is that we may not get a second chance from customers we’ve treated badly. Think about it: Why would anyone pay money to be treated with impatience, rudeness and disrespect?


Empathize, explore, and stay open to customers’ views. Live no regret about customers for there may be no chance to write that letter and get them back.


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

Other Super Customer Service Posts:
Super Customer Service: Use Great People Skills to Deliver vs Defend
Customer Service Defined to Be Unforgettable
Super Customer Service: Be a Buoy
Customer Service People Skills Create Profitable Connection!

©2013 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. 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.

Adaptability Wins in People-Skills, Leadership, Teamwork, Customer Service, and Everywhere Else!

Image by Reinaldo Aguilar via Flickr Creative Commons License.


Adaptability is nature’s genius. Species that can adapt, evolve and survive.


There are those who think adaptability is genius in nature but not in people. They see people skills adaptability as weakness and lack of authenticity. To them, an adaptable person is a chameleon. Yet this is not true. Adaptability doesn’t make you a chameleon; what’s in your heart does.

With a generous heart, adaptability is genius. It is the brilliance in leadership, teamwork, customer service, innovation, career, people skills, personal relationships and much much more.

---

The Genius & Generosity of Adaptability

Adaptability is the capacity to see differences and changes and the willingness and skill to respond for a positive result. Adaptability is not submission and surrender. Adaptability and authenticity are not opposites nor mutually exclusive.

• In Leadership.

  Adaptability is the keen sense of what changes will impact the organization and the skill to change appropriately. A changing workforce, competitive products, global markets, educational strengths and shortfalls, laws and regulations, political shifts, human tragedies all create the need to adapt. Adaptability is the organization’s genius to survive.





• In Innovation.

  Innovation is adaptability in action. It requires leaders and teams to overcome comfort and love of what they previously created. Adaptability is the generosity to overcome habit and the genius to focus on what is needed going forward.





• In Teamwork.

  Teamwork is the practice of growth and change to achieve a shared success. Without adaptability, it doesn’t happen. Several things can derail team success: personality type differences, various learning styles, conative approaches, communication preferences, goal orientations, etc…

  Adaptability bridges these differences into collective success. It requires both the genius of how to adapt and the generosity to put the team ahead of personal preference.





• In Career.

  No matter how great our plans, our schooling, or our intelligence, achieving career success is rarely a straight line up. Adaptability facilitates career success. Shifting gears when our dream job doesn’t materialize keeps us moving forward. Being open and adaptable to coaching and mentoring creates career fit.

  Social networking done with mutual give and take is the generosity of adaptability in action. It is the genius of tapping shared human needs for mutual success.





• In Customer Service.

  If we don’t adapt to customers, they become another company’s customers. Sometimes when their needs are outside of our company’s mission, this is acceptable. Companies do fail when they try to become everything to everybody. Yet adaptability to customers within our mission is essential for success.

  Adapting to customers shows our generous hearts that touch theirs. Adaptability creates memorable customer experiences that keep them coming back for more. This is the genius of shared success.
  
  
  

• In People Skills.

  People skills are the outward expression of both our identity and adaptability. People skills adaptability doesn’t undermine our authenticity. It truly shows whether we are flexible and open-minded vs. rigid and closed-minded. It shows our genius in spotting others’ styles and needs. It communicates our generosity to interact (not just act).

  Mutual give and take — adaptability — is the essence of forming positive relationships with others. Those who won’t and don’t may dominate for awhile yet lose in the end. Our street smarts are a form of adaptability that protect us from those with evil intent!

---

Adaptability is rooted in a humble heart and an evolved mind that know life is not just about the self. Adaptability is both the genius to see we’re all on earth together and the generosity to truly live that way.


Adaptability is the genius of survival and the generosity of coexistence!

What do you think?
What stops people from adapting to changes and to others?
How can someone develop adaptability?

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

Related Posts:
Change Leaders, Is the Beloved Bully of Habit Stopping You?
Leadership & Team Secrets: Profitable Adapting to Personality Types
12 Most Beneficial People Skills to Adapt & Succeed When You Have No Power

©2013 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. 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.

4 Comments »

Super Customer Experience: Honor the Customer

Image by: J-Rod85 via Flickr Creative Commons License.

Businesses that deliver a super customer experience, do so with actions that honor the customer as a person.  As a business owner or leader, if you think of what you consider to be a super customer experience — you will find that it honors you.

Here’s a true super customer experience story from Twitter connection Jeff Allen, @bjaj1:

---

The year was 1999 and I was rewarding myself for two good years of sales performance with a new car — a Chrysler 300M – their newest model. I purchased from a well respected local dealership – Hayes Chrysler in Larenceville, GA.  After the purchase I started having new car model issues with several annoying trips to service.  The dealership was responsive and persistent in resolving the issues.  Ultimately a computer upgrade in that model eliminated all the issues!

I took it in for a routine maintenance 3 months later, I mentioned to them that something didn’t seem right with the paint job. It looked cloudy not crisp and clean like the showroom model.  He connected me directly with the factory rep who looked at the car and said yes indeed there was a problem.

He offered 3 options: A free bumper to bumper 100K warranty or a new paint job. I told the rep I wasn’t interested in the warranty and was impressed with the offer of a paint job yet wanted to hear the 3rd option.  The rep said … or a trade in. 

I told him I didn’t want to take a hit on 3 month old car with 13K miles.  The rep quickly said … you won’t take a hit.  There’s no  cost.  A new car for the one with the defective paint job! I said it’s a deal, shook his hand, and thanked him for taking such good are of a me.

---

Super Customer Experience: Honor the Customer …

• With trust.

  The rep acted with trust that the customer was reporting the truth. He didn’t suggest that the customer had done something to make the paint job cloudy.

• With integrity by owning the problem.

  When customers buy a shiny new car like the one in the showroom, deliver that — not a repainted one. It honors the trust the customers gave when they bought a shiny new car from you. It also says to the customer: You deserve the reward you were giving yourself — a shiny new car. Now for 14 years he has felt that Chrysler also honored and rewarded him. He has told this story to everyone and now I tell it to you.

• With ease.

  When a customer is disappointed for any reason, make it easy for them to voice their views and easy for them to get and be happy with a remedy.

When business leaders of non-luxury products and services hear these true stories, they often think it applies only to high end markets. Not true.

All customers expect to receive the same quality as they were shown and sold. Chrysler didn’t upgrade Jeff to a more expensive model. They simply lived up to what he was shown and sold. No excuses, no mistrust, no tap dance of conditions.

Super customer experience is not complicated when core beliefs of trusting and honoring the customer emerge consistently with authenticity and ease. Ask your teams, how do we honor the customer and how can we do it better? And watch the super customer experiences happen before the customers’ eyes!


What super customer experience story will you share with us to continue the learning?


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

Related Posts:
Customer Service Defined to Be Unforgettable
Customer Experience: People Skills Create Profitable Experience

©2013 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. 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.

Customer Service Recovery: People Skills Deliver Care Not a Defense!

There is one persistent human temptation that threatens customer service recovery — the urge to defend in difficult moments.

Grateful for image by: Craig1Black via Flickr Creative Commons License.

Through 25 years of working with customer service and technical support teams, I have seen it happen over and over. Instead of delivering care, the defensive phrases come out and enrage customers further.


What concerned me recently was the advice of a customer service consultant in a blog post about diplomacy in customer service recovery. 

I was alarmed when I read her #1 tip — to tell the customer this (defensive) statement:

“I’m trying to help you.”

Customer Service Recovery – Deliver Don’t Defend!

People skills allow you to deliver great customer recovery with definitive caring statements like “I will help you” not defensive reactions like “I’m trying to help you.”


When customers here the phrase “I’m trying to help you”, they hear the defensive suggestions:

• I’m doing my best …
• Things take time …
• You’re being unreasonable …
• You’re not treating me well …

Even a positive tone of voice cannot turn the phrase trying to help you into a great customer service recovery statement. It casts doubt over whether you care and whether you can help. Doubt sinks recovery.


How can you overcome the urge to defend?

1. Be aware of your own frustration level. The more frustrated you become, the greater the chance you will reply defensively!
2. Pause your conversation every time the customer frizzles. The pause produces an empathetic response instead of a defensive reaction.
3. Picture yourself at the finish with a satisfied customer — because you cared and helped.

---

Even if the customer continues to frizzle, stay in the moment of care. Don’t lapse into defensiveness. It makes it tougher on them, tougher on you, and leaves a terrible lasting impression — even if you resolve the issue.

You and your entire technical support and customer service teams can handle the most difficult moments with care and skill. I am here to help with customized workshops.

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

Related Posts:
The Emotionally Intelligent Mindset for Super Customer Experience
5 Things to Think w/Rude Customers for Customer Service Recovery

©2013 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. 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.

Customer experience: What comes to mind when you hear that phrase? What about your customers? When they hear the phrase, customer experience, what do they picture?

What do they imagine you doing when delivering super customer experience to them? Is their image the same as yours?

Have you asked them? Do you truly value the customer perspective or just value their money? Tough words, I know. It’s not a criticism.

It is an experienced-based heartfelt reminder that

company narcissism doesn’t breed customer loyalty.

Customer Experience: Win Loyalty Through Narcissism

Would you believe this if it were a news headline?

Or would you sooner give your trust and loyalty to a company who asks you what is important in customer
experience rather than designing it from their perspective?





In a recent customer experience CX 404 podcast with Andrew Maher, he described this situation:

One of his customers, a large financial institution, has a big customer experience center to which they never bring customers. They use it for designing and testing the customer experience. They also have a double digit negative Net Promoter Score (NPS) and are pleased that theirs is higher than all their competitors.

It sounds as if they believe it’s impossible to wow the customer. This is a very limiting belief. It drives companies to give up reaching out and simply live in the comfort of their own views. They then make this limiting belief come true.


Don’t get trapped. You can wow the customers when you involve them and think from their perspective.

• Think we not us vs. them.

  Search every aspect of your business to see where us vs. them has created narcissism. For example, are you living the popular yet misguided mantra “employees first, customers second”? There is no need for ordinal thinking here. Replace it with: “We the entire company serve the customer! Inspire with it. Lead with it. Live it.




• Realize that digital is a people connector.

  Search every aspect of your online interaction with customers from your website portal, to online account statements, and social media. Does your digital design and interaction reflect the customer perspective or mostly your company perspective?




• Customers’ views are not that random.

  The views are different from yours because they aren’t you yet they are solid not fickle.




• Seek and destroy the silo effect.

  Internal silos foster narcissism. Large organizations have many departments. When those departments live as silos and work within themselves, it creates narcissism. Many companies are breaking these silos through the chief customer officer (CCO) function. It’s a great start. Yet it can fail if the culture doesn’t support it. Seek and destroy the silo effect!

---

Grateful for above featured image by Peter-Ashley via Flickr Creative Commons License.


The trap of narcissism isn’t a new customer experience problem. Computer applications’ design often skipped user input. It caused major trouble, plenty of expensive redesigns, and lots of mutinies. It undermined respect and loyalty to the IT departments and left an unfortunate legacy that affects many IT organizations to this day.


Conquer the narcissistic urge with the belief that you can and will succeed with the customer — not just with their money.

Regardless of the size of your organization, you can wow ‘em and win their loyalty. Think of them. Involve them. Deliver from their perspective and they will come — and come back.


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

Related Posts:
15 Essential Beliefs to Deliver a Super Customer Experience
Leaders, Are Your Customer Service Limits Actually Roadblocks?
Leaders, THE Threat to Super Customer Experience

©2013 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. 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.

Leaders, how is customer service defined in your organization? In Wikipedia, you will find customer service defined as the provision of service before, during, and after a purchase.

Customer service defined this way (as an operation) inspires few to the heights of service greatness. It does lead to structured processes, procedures, scripts, and metrics that leaders often mistake for customer service.  As a result these procedures don’t produce unforgettable customer service.

To deliver unforgettable customer service, start with this simple effective definition:

Image designed by: Kimb Manson Graphics for Kate Nasser. All rights reserved.

Build procedures, processes, employee training, teamwork, online and self-service portals around this definition — delivering knowledge with care.

How far-reaching is customer service defined this way?

Does it apply to …

• All industries? For example, Finance, Retail, Healthcare, Legal, Pharmaceuticals, Utilities, Hospitality, Dining, Airlines, Education, Bridal, Home Repair … Yes.
• Help Desks and Technical Support?  Yes.
• Service to employees within an organization? Yes.
• Service to external customers of an organization? Yes.
• Business-to-business and consumer customer service? Yes.
• Online customer service? Yes.
• Self-service portals? Yes.
• Does it work for business, non-profit, academia, and government? Yes.

 

Why Does It Matter How Customer Service is Defined?

A definition held in the mind affects behavior.

If your organization thinks of customer service as a department, you won’t see the cross teamwork needed to deliver great customer service.

If your organization thinks of customer service as an operation, you won’t create strong customer relationships through empathy and care. Even if you develop them through the sales reps, you will see those relationships decline when service doesn’t include care.

Many in the customer service profession define customer service is an attitude of caring. Yet those in the operational aspect often find that definition lacking. They say: “Where is the delivery?” You must deliver something!

This brings us to customer service defined as:

Knowledge delivered with care to make life easy for the customer!


You can modify this customer service definition to reflect your business. For example,

Knowledge and solutions delivered with care to make life easy for the customer.

Knowledge and solutions delivered with care to make it easy for the customer to be productive.

Knowledge and solutions delivered with care to make it easy for the customer to be profitable.

The key components to include are delivery (of something) and the aspects of care and ease. They build mutual bonds of success for your organization and your customers!


Question: In your organization, is customer service defined to take you far and high? I am your resource and very interested to hear your perspective.


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

Related Customer Service Post:
Super Customer Service Experience: Picture It, Lead It, Create It!

©2009-2013 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. 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.

Super customer service experience starts with more than a vision statement. It starts with a vivid picture of what is super customer service experience. To picture it, lead it, and create it, leaders must engage their organization in imagining the wow.

Grateful for Image by:SirWiseOwl via Creative Commons License.


If you want to create super customer service experience, don’t start with a lecture. Start with games of imagination.  There is so much focus today about games to engage and motivate yet many still focus on the competitive aspect of games. 


Instead, engage employees in games imagining what super customer service looks like, feels like, and delivers!

Super Customer Service Experience: Picture It!

Leaders fear that if they ask employees to imagine the ultimate customer service, they may come up with ideas that will bankrupt the company. Fear not. Boundaries and rules exist in life. That doesn’t mean we stop living. Games can have boundaries/rules and that came make them more challenging!  Just make sure that the rules aren’t directives.  If you are telling them what to think, it’s not a game of imagination.



When I run these games with teams in customer service workshops, I am incredibly psyched by the tremendous service experience pictures they create. It is an honor to be in the “front row” seeing this amazing pictorial. Leaders engage in the games not as leaders but as equals. They are lifted up by their teams imagination.  The seeds of customer service innovation emerge.

Super Customer Service Experience: Lead It!

Now that the ideas are flying, you must lead them to keep the spirit and energy going. From imagination to assessment to creation, resist your need to apply metrics to it right now. It’s way too soon. The teams are innovating the actions of customer service experience AND their attitudes. Measure them at this early stage and you shut the innovation down. Be a Buoy of Inspiration & Balance.

Super Customer Service Experience: Create It!

By now the teams are soaring with spirit. They feel that they are the engines of great customer service experience. They will implement the seemingly smaller changes with ease. As you all consider the larger innovations they have imagined, continue to engage them in the creation. How can you do this when they are on the phones?


Rotations off the phone to participate in creating the new world are smart and cost effective. Include people from all aspects of customer experience not just the service aspect. Together they create teamwork, buy-in, and accountability. Leaders don’t create great customer service experience from above. They do it with teams! Teams can even create some of the metrics. These metrics will make sense, fuel service excellence, and everyone engaged to deliver excellence.


If you want to truly inspire your customer service teams to a super level of performance, get them to picture it, lead it with you, and create it everyday. Want more ideas? Just let me know!


How do you picture super customer experience?


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

©2013 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. 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.

Leaders often ask me, how long should we coach a bad attitude? Simple answer: You don’t.

When you hire someone, you are hiring the skills and talents of the individual AND a positive attitude toward work. Great employee attitude is the foundation for success.

Leaders great employee attitude is essential, not negotiable.

Define the basics of a great attitude and have your teams add to it!

A great attitude is …

• Giving
• Helpful
• Contributory
• Positive
• Realistic
• Reasonable
• Resilient

A great attitude isn’t …

• Disinterested
• Drowsy & lethargic
• Pessimistic
• Head in the sand
• Extreme rose colored view
• Entitled and demanding
• Greedy and self-absorbed

---

Leaders ask: what if the organization is going through difficulty? Is it still appropriate to expect great employee attitude? Yes and engage everyone to solve the problems.

An employee who uses these occasions to justify a bad attitude is taking you, the team, and the organization down. How does it help to allow this attitude to burden everyone? Success is tough enough to achieve; it’s impossible without great employee attitude.

What Must You Do to Model a Great Attitude

• Empower them — for real. A great employee attitude needs to be used for something great.
• Breed accountability not blame
• Inspire them everyday. Be a buoy — not the buoy!
• Listen when they have problems. Ask what resources they have and/or need to resolve the trouble. This empathizes without approving of a bad attitude.

It isn’t cold and draconian to set a basic standard of a great employee attitude. It is helpful to all involved.

In teamwork, bad attitudes can destroy good ones.

In customer service delivery, bad attitudes destroy revenue, customer loyalty, and sometimes the brand.

In leadership, bad attitudes create a toxic culture that can take years to undo even after a leadership change.

A great employee attitude is essential. It’s not negotiable.

Your organization can achieve greatness, productivity, and profit — even in the toughest times — when you lead, model, and expect a great employee attitude.


Question: What other attributes would your teams add to the great attitude list?


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

©2013 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. 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.

What does every customer want?  Most customer service professionals reply “help”.   I say customers want a buoy!  In fact, customers want us to be their buoy.

Customers are trying to survive and thrive. They reach out to us especially when they are in trouble. They don’t want help. They want to float to greatness. Will you be their buoy?

Image by: Mike Baird via Flickr Creative Commons License.

Customer Service: Be the Customer’s Buoy!

What does a buoy do?

• Keeps others floating high!
• Confidently stays afloat even in the toughest seas.
• Willingly takes the waves and rocks back up.
• Beams guidance in tight spots.
• Is always there and ready.

 

How can you be the customer’s buoy every day?

• Begin each day with an inventory of your talents and attributes.  To be a constant customer service buoy, you must believe in yourself.  Confidence, not arrogance, sustains others.  Make a list of every great customer service attribute you have. Read it at the beginning of your shift, on your breaks, and at the end of your shift. This reminds us just how important our behavior is to customers.




• Start work over with each interaction. Life is full of stress that can rock you off your inspiration.  To counter this, take a very slight pause before you start giving customer service. It puts outside stress – outside — where it belongs.  You can’t be the customer’s buoy if you are thinking of your own problems.  Surprising benefit: Buoying others buoys your spirits too!




• Adapt to each personality. Whether the customer is a driver, an analytic, an expressive, or an amiable type, adapting to their style keeps you all afloat.  This flexibility allows you to rock with the waves instead toppling over.  Make life easy for the customer by touching the heart of who they are. They will have no need to pull you under. You are their customer service buoy! Their satisfaction and loyalty soars. You strengthen your ability to adapt and thrive.




• Connect, connect, connect. To be a buoy you must be connected to others. Without connection, you aren’t a buoy.  Connect to them by listening from their perspective.  Connect into their true need instead of focusing mostly on the procedure. Buoy them with your knowledge and care.  You won’t have the answer to everything. You can show them you care enough to find the answers. This makes you an incredible customer buoy!




• Give your ego a relaxing vacation. Do you think this contradicts the first suggestion about confidence?  It doesn’t.  Confidence comes from constant learning not from the egotistical desire to be right.  Be confident in your knowledge and humble in giving it.  Be humble enough to learn what the customer teaches you about their world and confident to use it for them. Your confident humility buoys customers. When your ego takes a relaxing vacation, your heart can beat more effectively for the customer.




• Celebrate your buoyancy. Do a virtual happy dance at the end of each interaction.  We learn and repeat what we celebrate. Celebrate individually and as a team. Instead of griping about tough situations with customers, heave a big smile of pride for being a customer buoy in rough seas. Your buoyancy will sustain yourselves and the customers.

Leaders, What Must You Do?

Simply put, give daily doses of customer service inspiration.   Customer service leaders who spend more time inspiring realize far greater success than those who focus mostly on the details.  Leaders, here are special be a buoy leadership tips for you.

If you have questions about these tips, I am your customer service leadership buoy! See you on the high seas to share the big waves, keep you floating high, and celebrate your buoyancy and success.

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

Related Post:
15 Essential Customer Service Beliefs for Super Customer Experience
People Skills Create Profitable Customer Service Connections

©2013 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. 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.

Customer service excellence is feed by essential beliefs that we live and breathe everyday. When Desk.com invited me to write a post on excellence in customer service and sales, I jumped at the chance because actions follow beliefs.

Our beliefs shape every experience a customer has with us — face-to-face, on the phone, in chat, and even through our websites!

I know this post will help you, your teams, and most importantly your customers.

Essential Beliefs for Excellence in Customer Service & Sales

Here’s two of the beliefs.

• Customers cannot observe our intentions.
• A customer’s trust is an invitation for a human bond.

Read more > 15 essential beliefs to deliver superior customer service and sales experience.


And of course add your essential customer service beliefs to this list of fifteen!


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

Image licensed from Istock.com.

©2013 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. 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.