Are you an angry customer? Do you have angry clients calling you? Which ever side of the fence you’re on, LISTEN UP! Whether you call customer service, visit a service business, or you are the business in question, we all need to work together to improve the experience of doing business.
On a call to customer service, you usually have an agenda. ie. There’s a reason you’re calling. On the otherside, as a customer service rep, you’re there to understand the agenda being presented and provide solutions. Simple right?
THEN WHY IS EVERYBODY YELLING!?!
Just kidding, not everyone yells, but hopefully you get my point. Why is this interaction so touchy? Chips are on shoulders, we’re walking on thin ice, you can cut the tension with a knife, etc. Why do we have to tip-toe around and be so scared to have this interaction? When there is a problem, it should be voiced, addressed, and resolved. Bing-Bang-Boom. Done.
Unfortunately, that doesn’t happen nearly as much as it should. A recent call to DirecTV’s Customer Service shows both what should and shouldn’t happen. I noticed incorrect charges on my bill so I called in with an agenda: get those removed from my bill. After holding for a short time, I got a gentleman with a heavy accent and what seemed to be an annoyed tone. We exchanged salutations and I started telling him what my issue was. Before I was finished, he cut me off, saying he needed my account number before we proceed–really? you need it before I proceed to tell you my issue? really? I gave him my phone number and we went through verifying my account. Afterward, he asked me what I had called in about. I was fairly frustrated because I had already told him part of it and we wouldn’t have to go through this question again if he had but listened. After listening, he said that he couldn’t help me. WTF. WTF. Why would you waste my time like that?
So what we see so far is the situation I’ve been complaining about. A call to customer service with an agenda, the rep failing to acknowledge the agenda and ultimately wasting time and not taking care of the issue. Chips are now flying off of shoulders, people are getting angry, and the situation is going to hell in a hand-basket.
After wasting my time, I ask to speak to someone who can help me since the person I’m speaking to is obviously incompetent. I’m transfered to a cheerful woman who asks me how my day is going. I tell her my issue and she apologizes, asks for my account info, solves the problem by crediting my account in the same amount and correcting the issue that caused it in the first place. While there was down time, she asked me about my interest in sports (evident by the package I purchased) and continued a conversation about college football teams in my area. She completed the call after hearing my agenda — at this point it was not just the incorrect billing but it was also the annoyance of speaking to an incompetent person earlier, addressing it — she acknowledged my billing issue and the annoyance in my voice, and resolving it — she made me feel important for calling and showed that she cared by finding out something about me and having a decent conversation, and she took care of the billing issue.
Thanks to the DirecTV experience, we see both ends of the spectrum. Whenever we call customer service, we should always see three things happen with our problems: we should be able to voice them, they should be addressed, and they should be resolved. If this happens, we won’t see chips falling off shoulders, instead the chips will stop showing up all together and we can all live in a civilized world of service.
Have you ever felt like your customers don’t get you? They just don’t understand the service you’re providing? They keep calling in upset or frustrated? Your customer loyalty is non existent? You get BBB complaints every other day, chargebacks on the off days, and your Google SERP is loaded with bad reviews?
Don’t worry! That doesn’t necessarily mean that you and your Customer Service reps suck….
…maybe it does.
But still, never fear! You can fix that! My “easy” 2 step process will get you, your customer service reps, and your company back on it’s feet:
Every Customer Care or Customer Service Team needs the right attitude & strategy to improve client perception. If you’re in the situation above, you’re either lacking one or all of these. Also, if you’re going to try to fix your public opinion, you may want to review some do’s and don’ts of responding in public forums. But before you do that, let’s take care of the underlying problems:
I’m going to avoid the whole Service with a Smile discussion because it has become so cliche. In fact, most of your reps probably won’t believe it anyway. So instead, lets discuss what that really means.
First and foremost, it means that when your talking with someone using only vocal ques (no body language/facial expression) the inflection used and the words selected are the only way to convey emotion. This emotion can be positive or negative (Despite popular belief, there is no neutral ground here. You’re either moving one way or the other) Many of my reps have claimed to be able to display the positive emotion even though they don’t have a smile. Though some people feel that they can act enough to win an academy award, it’s much easier to just be happy to begin with.
So how do we get them to be happy? Well, some have tried throwing money at them (raises/bonuses), others have put incentives or perks in place (parties, free lunch), but I think Tony Hsieh has has really hit the nail on the head by attacking the root issue. Tony is the CEO of Zappos which, in my opinion, has one of the best customer experiences in the world. If you take a chance to tour his company, you’ll notice that everyone there truly loves to work there, truly cares for each other, and truly cares about their customers. They simply foster a culture of Happiness.
If you’re able to foster this type of culture, the rest will come easy. If you’re not there yet, figure this out before you move on! Here are some places for you to start: Happier by Tal Ben-Shahar, Delivering Happiness by Tony Hsieh, & How to Win Friends and Influence People by Dale Carnegie
Alright. Now that everyone is happy, lets discuss some strategy. How are we going to approach our angry customers? Here’s a list of how to get things done.
With the right attitude and the right strategy, you now have the right base to start an excellent customer service experience.
Perception is key in any exchange. Given the same situation or set of choices, one can make very different decisions based off of the perception they’re given. Often when we are working with our customers, we need to modify perception through our messaging and branding of both our product and our customer service.
Sheena Iyengar studies how people choose (and what makes us think we’re good at it). In her address during July 2010 TED Conference: Sheena Iyengar on the art of choosing she had a small question and answer. During this Q & A, she discussed how people perceived nail polish colors and how that affected their decision:
Well, it’s funny that you should ask that, because one of the things that’s interesting about being blind is you actually get a different vantage point when you observe the way sighted people make choices. And as you just mentioned, there’s lots of choices out there that are very visual these days. Yeah, I — as you would expect — get pretty frustrated by choices like what nail polish to put on, because I have to rely on what other people suggest. And I can’t decide. And so one time I was in a beauty salon, and I was trying to decide between two very light shades of pink. And one was called “Ballet Slippers.” And the other one was “Adorable.” (Laughter) And so I asked these two ladies. And the one lady told me, “Well, you should definitely wear ‘Ballet Slippers.'” “Well, what does it look like?” “Well, it’s a very elegant shade of pink.” “Okay, great.” The other lady tells me to wear “Adorable.” “What does it look like?” “It’s a glamorous shade of pink.” And so I asked them, “Well, how do I tell them apart? What’s different about them?” And they said, “Well, one is elegant, the other one’s glamorous.” Okay, we got that. And the only thing they had consensus on: well, if I could see them, I would clearly be able to tell them apart.
“And what I wondered was whether they were being affected by the name or the contents of the color. So I decided to do a little experiment. So I brought these two bottles of nail polish into the laboratory, and I stripped the labels off. And I brought women into the laboratory, and I asked them, “Which one would you pick?” 50 percent of the women accused me of playing a trick, of putting the same color nail polish in both those bottles. (Laughter) (Applause) At which point you start to wonder who the trick’s really played on. Now of the women that could tell them apart, when the labels were off, they picked “Adorable,” and when the labels were on they picked “Ballet Slippers.” So as far as I can tell, a rose by any other name probably does look different and maybe even smells different.
“The choice that Sheena presented the ladies were two very similar shades of pink. half couldn’t tell the difference, and the other half who could, made a different decision based off of the perception or the name of the color. As she states, “a rose by any other name probably does look different and maybe even smells different.”
The same thing can be applied to our clients. The products or services that we provide, simply by branding it differently or presenting it differently, can increase the perceived value and therefore can increase the customer satisfaction.
Similarly, any escalated situation, presented & branded properly through messaging and perception, we can turn into a positive and relationship building interaction.
Rory Sutherland (the Ad man) Spoke in 2009 at Ted on how people have used perception to accomplish their goals.
Rory mentions that all value is subjective. With that in mind, what value are our customers really getting? Is it just the product? If so, I would recommend adding value to it. Not necessarily by adding a feature or improving the process. Why not improve the perception? Make your clients feel like they are getting way more than they are paying for. The same thing should be said of your service tactics. As you resolve issues for customers, use proper messaging and branding to give them the perception of increased value. This will improve their satisfaction and therefore their loyalty as a client.
Every Friday night my buddies come over for video game night. — That’s probably a little more information than I should share. But now you know…I’m a nerd. — During that night we usually hook our Xboxes up to a LAN and plan games over Xbox Live…and get PWND by a bunch of twelve-year-olds. My wife (as you probably are now) have questioned why we do this at our age. Quite frankly, it’s because we have fun hanging out with each other. We laugh, make jokes, curse at the TV & in general, have a great time. We do the same thing with College Football, Basketball, BBQs and any other reason to get together and hang out. The point is, we look for reasons to hang out with each other because we enjoy the company.
Let’s contrast that with the relationship we have with our clients. It seems like every Friday night, 10-15 minutes before closing time, one of our clients calls in to our customer service line. Generally, they aren’t laughing or making jokes; however, they do tend to curse (or at least they want to). They’re usually not calling in to spend some quality time building a personal relationship, rather they are calling in because the feel like something isn’t right.
Unfortunately, they are very correct. Something isn’t right. They are forcing communication, communication that should have been there prior to this call.
On occasion, one of my friends will have issues with me, or visa-versa. We are usually able to get over it extremely quickly and move on with our lives. The reason for this is because we’ve spent so much time hanging out. We know we don’t need to take something personally because we trust the other person. A mentor of mine called this the “bank of trust”.
Every time my buddies and I have an interaction, we either make a deposit or a withdrawal from the bank of trust. Every night my buddies get together to have video game night, we all make a deposit to this bank of trust with each other. As our balance increases, our trust of that individual increases and we feel less anxiety when they require our trust. ie, should I let my buddy borrow my car? should I let him watch my house while I’m on vacation? etc. On the other hand, if we have a negative interaction, we end up taking a withdrawal from the bank. ie. if my friend broke my couch during game night, or if he dinged my car when he was borrowing it.
Customer Service isn’t so different. Every time we have an interaction, we’re either making a deposit or taking a withdrawal from the bank of trust. So back to the late Friday call, this is generally the customer showing us that we’re withdrawing again and our balance is getting close to zero or maybe even in the overdraft (customer cancellation).
So what can we do to avoid overdraft fees? Well, just like your bank, you need to add more money to the account. In order to do this, you need to have positive interactions with your clients. Not just answering their call, not just contacting them now and again, but you need real positive interactions. I get to know my buddies birthdays, their family, what’s going on in their life, all through the time we spend hanging out. Why not do the same with your client? Next time you’re on a strategy call, find out who they are, when is their birthday, what are their hobbies? Share with them what yours are. On the next call, follow up on what you found out. This personal interaction will make large deposits into your account and can be the saving grace when you break their couch, dent their car, mess up on their campaign, etc.