Tag Archive for customer experience

Customer Service Tips From a 14 Year Old

teen interview

 

My son, who is 14, just had his first job interview at the local pool. It’s a summer job that entails cleaning locker rooms, changing out the garbage, and other menial tasks. He was thrilled to get an interview, and even more thrilled when they hired him on the spot.

Later that night we were talking about the interview – did he make good eye contact, shake the interviewer’s hand, speak slowly and clearly, and give thoughtful answers? As he shared some of the questions and his responses, I was not surprised that he was hired on the spot.

The one that stood out to me the most was his answer to the question, “If hired, why do you think you have a responsibility to keep the locker rooms and pool grounds clean?” Before he shared his answer, I tried to guess what a 14 year old might say. Typical responses may be, “Because that’s what I will be hired to do” or “because I’m a responsible person and will do what is expected of me” or something along those lines.

My son’s response was interesting, and one that employees who provide customer service should follow. He simply explained that he would put himself in the pool guests’ shoes – what would he like to see when visiting the pool? He’d like a clean, well maintained place to enjoy the day. If that’s what guests would like, then he would need to provide that as a support staff member.

He makes a good point – as an employee who provides a service or interacts with customers, it’s wise to put yourself in the customer’s shoes. How would they like to be treated? Will their experience be different if you smile and make a bit of pleasant conversation as they are making a purchase? If someone couldn’t answer a question for you, which would you prefer – a curt, “I’m not sure, sorry I can’t help” or “I’m not quite sure, but let me find you someone that can help?”

Sometimes we don’t think of the customer and what they are experiencing through their interactions with us. Other times we may think our work is menial and doesn’t make a difference in the big picture of the company. But, as my son realizes, it does – a clean locker room, in his opinion, can affect a guest’s experience, and as a new employee, he will work to make sure it is as he would like to see it.

A very simple lesson, but a great way for staff to think as they go about their workday.

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Customer Service Statistics

 

Customer service and customer experience are two buzz phrases used frequently in the business world – companies are trying hard to make sure customers are satisfied and continue to return. But, how are we doing?

 

I came across an interesting Slideshare presentation that includes 75 customer service facts and quotes. I’ve shared it below, but wanted to highlight some of the more interesting figures:

 

Of your dissatisfied customers, you will only hear from 4% of them. The other 96% don’t complain, and 91% of them just won’t come back. Customer feedback can be hard to obtain – people don’t always want to share feedback or take time to fill out a survey. There are others who think that they shouldn’t “waste their time” giving feedback because a company won’t do anything about it.

 

What you can do: make sure feedback options are plentiful. Offer multiple ways to offer feedback so customers are more inclined to do so. Try a more “in the moment” feedback option, such as a Feedbox program. When you do hear negative feedback, be sure to address it publicly to let customers know you care and will do something to make the next experience better.

 

70% of customers will do business with you again if you address their complaints. Listening to customers and trying to “make it right” with them can pay off big time in the long run. You can reduce that 91% statistic above if you take the time to resolve customer conflicts and dissatisfaction.

 

80% of businesses feel they provide superior customer service, while only 8% of their customers think they do. That number is staggering; if you are seeing this disconnect in numbers, it’s time to investigate why customers do not feel you are providing the service you think you do.

 

75% of consumers feel it takes too long to reach a live person on the phone. With phone tree hell and voice activated prompts, customers can easily get frustrated. Use an objective method to evaluate the process by which customers are assisted on the phone. Incorporate subjective feedback into the process to make sure your customers are heard. There could be some easy fixes to make the phone experience more efficient and pleasant for your customers.

 

Take a look at the other statistics and quotes, and use it as a discussion point within your company. How do you perceive your customer service levels? How does your customer perceive them? If you haven’t done research in some time to learn what your customer and employees are thinking, you may want to invest in programs to measure the experience from all angles to make sure you’re doing all you can to provide excellent customer service.

 

 

 

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