Shift Happens 2010 Shocking Customer Service Stats
via youtube.com
Over look the fact that they are promoting their training courses and there are some great facts that should make all companies stand up and evaluate themselves.
it's all about the conversations...
I'm the Asia Pacific Business Manager and Social Media Guy for Zendesk.com
A Mentor at FlitterMedia.co.nz
"It's all about the conversations"
Skype: justinflitter
Filed under
customer service
Are 'Grey Hairs' the new Customer Service Champions?
Telecom isn't shy of pointing out they don't hire school leavers for customer service jobs. Air New Zealand is the same, in flight service personal are likely to be older, mature people rather than an 18 or 19 year old who's so excited about being a flight attendant they actually forget about the details of the job.Â
Supermarkets hire school leavers and we all know the level of service we get going through the checkout. But recently I have been noticing the change there too. However Supermarkets are likely to be human free within a few years as self checkouts become common place.Â
It's pretty simple to see the logic behind this change. Older people have had many different jobs, have more life experience and can understand and sympathise with people naturally. It was quite noticeable on my trip to the USA that younger people had a different tone of voice, seemed rushed and less caring, less genuine than their maturer counterparts. It just did not feel like a natural behaviour for younger people to be able to display and show the right emotions required for effective Customer Service.
Older people are level headed, and generally carry more respect from customers making their task of delivering top service a lot easier. Young people usually have ants in their pants, want action, fame and glory, Customer Service is unlikely to achieve anyone of those goals.
Maturity counts for a lot in the service world. So I am predicting that with the emphasis on young people to train and study more; that older people will begin to see Customer Service and Support as a worthy career move. Heaven knows we need it to happen.
Customer Support work can often be performed remotely, (of course not for AirNZ or retail outlets) which is likely to suit older people usually unwilling to travel or who have moved to lifestyle properties. Airlines are now hiring huge workforces working at home to take calls for bookings and support. Certainly in my experience Mums at Home are a fantastic way to hire committed, experienced people who want to keep in the loop, keep working and making extra money while looking after their kids.
I'll tell you this to wrap up, I'd rather speak to someone experienced, knowledgeable and level headed about anything than a eager pipsqueak who's just stoked to be earning $500 a week.Â
So from what has traditionally been a low paid industry hiring young and unskilled people, I think the tide is turning. While salaries might take longer to improve certainly the change at the top is very apparent , its far more likely that the person helping you on the phone is older than you and knows just what you're going through.
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Customer Service tips from my trip to San Fran
While in San Francisco I experienced some unique customer service. There is a genuine passion for customer service in retail and hospitality in the USA and I was impressed.Â
Not once did I feel waiters, or staff were going through the motions of their job. They way people speak is very genuine, personable and open making you feel warm, welcome and comfortable.Â
Here's my findings and a few thoughts you might be able to take away to your business.
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Customer photos create powerful social engagement
Today we went to the Science Museum in San Francisco. As we walked in we had our photo taken.
We were given a card with details of how we can get a copy. At the mall I was in an up Market Mens store and tried on a rather expensive jacket. While admiring myself in the mirror the Sales clerk offered to take my photo with the jacket on. They then grab your email and send you a copy or post it on facebook. Stupid me was too embarrased so I excused myself but after thinking about the social media implications I might go back and do it. I think this is very clever social media integration. It's a great customer experience and it gives you a visual memory of that event you can share. This action helps the customers experience last long after they have left the shop.The customer has more chances to think about your brand, to think about the product and perhaps will come back to purchase. Seeing is beleiving. Imagine being able to photo your customers and before they have left the store post it on your Facebook page, tagging them in the picture. Isn't that a powerful opportunity? @justinflitter on the iPhone
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Customers are the heart of your business
This week I attended a Customer Service briefing at Telecom New Zealand. We listened into some calls through the contact centre and were breifed about Telecom's Customer Service approach, technology and future strategies. There were some great insights that I would like to share with you. Get the core service right - then you have the right to talk about other services For Telecom it's not just lip service and technology that will make the difference to you or I. Telecom has 8000 staff who are all becoming customer centric. People need a fundamental change in mindset to achieve the desired outcomes and satisfaction levels Telecom are committed to achieving. Staff need to know more about customers, they need to be personally in touch with customers, to understand issues and process from their perspective, to be able to sympathise. Telecom has programs encouraging staff from all departments to listen in on calls and spend time in stores. Reduce the reasons to contact Believe it or not but most customers would rather not to have anything to do with you. Most people need a reason to make contact. Constant monitoring, customer and staff feedback is crucial to identifying process weaknesses. For Telecom every aspect of the process is critical from making sure the technician installs a line correctly, to clear installation instructions and a website with simple navigation. If you can analyse why and what people are contacting you about, you can take the most frequently asked questions and build knowledge and processes to reduce those issues. Contact centres are moments of truth. Delivering good customer service requires sympathy, understanding and negotiation skills. Telecom says its unlikely that you'll find any school leavers in their contact centres. Most of their CS staff are mature people with plenty of life experience. Understand some of life's most events gives customer service agents perspective and understand when helping others through that process. So there we go, a few tasty insights. Customer Service is social and Telecom is learning to be more open, to encourage sharing and collaboration putting the customer at the heart of their business.
Customer Service is also a great sales strategy. When a customer calls with an issue or question you have the opportunity to exceed expectations, remedy any faults and build a rapport with that person. If you archive that rapport you have further chance to mention other products or service that may benefit them. Rapport is about relationship building, creating a personal connection that makes everyone feel comfortable, chatty and happy to share other bits of information.
Good Agents have life experience
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Fobbed off at the door for being a bloke!
So I've been pondering this situation that we experienced last night while bar hopping in Auckland and decided its worthy of a post and some debate.
We (a group of 6 guys) were enjoying cruising around a few bars for a mates birthday. We're not louts, rugby nuts or brawling hooligans, but respectable people with cash to spend on a good night out.
After the party at the Longroom Bar we went down to the Ponsonby Social Club and were greeted at the door by two burly bouncers who calmly said "Sorry guys there's already lots of guys inside, either get some girls or go elsewhere". My jaw dropped! Sexist discrimination based on whom was already in the bar. As if I have any control over that. What a joke. Girls don't buy drinks, they get the guys to. Bars want to make money...right?
Anyway I stood back, cracked a few jokes with the bouncer and sent a tweet, the bouncer saw the messages I was writing and let us all in. AND he was full of codswallup, there were plent of women enjoying themselves, it was hardly a mens club.
So we moved on to the Flight Lounge and were politely told the same thing, "Sorry guys, we'll only let you in if you have a couple of girls with you". I mean, I almost thought about just walking up the road to ask a few stragglers to come in with us and then thought better of it. Hell if they don't want our business we'll happily go somewhere that does
So is this fair, reasonable or just a bouncer "trick of the trade" to manage the room?
I think its a disgraceful case of arrogance and discrimination. I'll still go to those bars but I'm certainly going to tell the owners what I think.Â
If you are a bar owner and you're not getting enough ladies to the bar, thats your problem not mine. And don't fob me off because of your own inadequate marketing and promotions.
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Trainspotters add value too
A number of Twitter people have already commented to me about the great service Vodafone NZ delivers through Twitter
But I spotted these tweets today that reinforced with me the power of the community for train-spotting and feedback. Whether its typos, incorrect grammar or usability issues like this, everyone in your community can and should be enabled to play apart
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Customer Coaching
We talk about how to engage followers, and your social community for business development but I believe one of the greatest benefits of Social Communities for business is the opportunity to coach your customers.
Coaching your customers is about sharing information about your product or service that can help them learn more about what it can do, how it can help or benefit them, and how they can help you to improve the product or service.
Here are 5 ways you can use Social Media to Coach your Customers.
- Webinars - regular screen casts or interviews showing/discussing interesting or advanced applications
- Twitter hashtags like #iusemyiphonefor or #WildTurkey_and for new drink recipes or #fiascofoodmatch where people share the dishes they had with Fiasco Wines and why they matched so well
- Facebook Fan page - "I took my CactusBackPack..." where people take photos of their Cactus gear half way up a rugged slope with stunning scenery as the backdrop
- Youtube videos - Like different ways to use your Baby Sling
- Tworkshops - Use Tweet Grid to host small focus groups or workshops, its so simple you could even add people on the fly, informally for in-depth public discussions.
Engaging your customers can happen in any number of ways but I reckon an approach where you are giving out great, helpful advice is both interesting and valuable to your customers but highly retweetable too.
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Smiles are good, Grumpy is Banned
Just a thought that slapped me in the face yesterday about Customer Service, while at the Longroom Bar. Its pretty much common sense but still worthy of thinking about.
It goes without saying that if you are happy on the inside you will be happy on the outside. And the same applies to delivering customers service. Happy staff will give customers a better experience.
If you are enjoying your work, your customers will also enjoy your work.Â
If you don't care about what you do, don't do it!, don't subject your customers to anything other than "I'm awesome, this place rocks and we're here to enjoy ourselves"!
So if you turn up to work all cranky and grumpy one day and your boss sends you home, that's a good business decision. Take a mental health day and come back smiling the next :)
What do you do to help your staff maintain a positive outlook? How do you encourage your people to leave their personal issues at home and come to work professional, positive and ready to GO!?
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