Category: General Information

 

I came across an article that talks about the top 10 errors companies make when it comes to customer service….as I read through the list, one theme was clear – customer complaints and satisfaction, and how companies can better manage this.

 

The takeaway from this article is quite simple: if you want to “fix” customer service errors, companies need to be aware of complaints and have a system in place to effectively handle it.

 

1. Be aware of complaints as they happen: effective listening can go a long way. Customers may not overtly complain, but if you’re listening carefully you can hear their dissatisfaction. Trying to resolve that will go a long way in customer service.

 

2. Complaint resolution: this article suggests that resolving complaints at the first point of contact is key in customer service and dissatisfied customers. If the first representative cannot resolve an issue, transferring the customer to the correct person right away is included in this category. This goes hand in hand with offering multiple channels for customers to voice their complaints and have issues resolved. A double loop resolution system can go even farther in customer satisfaction – strive to resolve customer issues on the first point of contact, and follow up with the customer at a later time to ensure their issues are resolved. This second point of contact can be important in making sure customers are satisfied with the resolution while showing them that you really care that their needs are met. It’s a win-win situation.

 

What considerations should you make when evaluating the customer resolution process?

 

1. Points of contact: which points of contact does your company offer? In addition to a phone number and perhaps a web based comment form, does your company offer online chat, mobile options, and/or social media venues dedicated to customer service? Offering a wide variety of options gives customers the opportunity to interact with you where they are most comfortable. Take a look at the different communication channels – which are used most often by your customers? Do satisfaction surveys indicate issues with any of the channels? Where can improvements be made to existing channels? In talking with customers, are there other communication channels they would like to see?

 

2. Consider the double loop resolution process: by following up with customers who have complaints, you can easily learn more about their experiences. It’s important to note if customers feel their issues were resolved to their satisfaction, and get their feedback on the experience. This can help you pinpoint where breakdowns occur if it happens, and how to improve the process.

 

3. Review complaints and look for common denominators: evaluating the complaint resolution process is key, but looking at the types of complaints is also important. Are you seeing any common themes – perhaps with product selection, delivery, or employee interaction? Common denominators can signal an area for improvement that can be rectified with additional training, adjustment to procedures, or something similar.

 

Demanding isn’t quite the right word, but customers are coming to expect a lot more, a lot more quickly when it comes to doing business with companies. Complaint resolution seems to be a hot spot when it comes to customer service, and making sure the proper procedures and processes are in place can go a long way in customer satisfaction.

 

 

 

I’ve always said that smartphones have made our lives easier….we can check in with others, with email, and other things at any time, anywhere. From a work standpoint, I’ve appreciated the ability to be able to check in with emails to see if anyone needs anything while I’m on the road or in meetings.

 

But, is it going too far? Are people so “turned on to technology” that work hours have been blurred? It’s possible.

 

A recent study was conducted by Right Management, statistics revealed that 9% of employees are contacted by their employer via email while on vacation, and another 6% are contacted via email on weekends. After hours emails seem to be a rising trend as well:

 

 

 

I think in part it’s a result of technology, and the other part is the nature of work – more people are working remotely and those that work from home feel tied to their work because there’s no clear distinction between work and home.

 

As an employee, you may feel like you have to respond to an off hours email from your boss, even though your boss may not be expecting it. As a boss, you may work off hours or want to catch up from a busy day, and get things crossed off your list, so you’re sending emails that you’re not expecting a response to, yet you may be giving off the perception that you’re expecting your staff to work when they’re not working.

 

With all of these factors in place, it’s a good idea to set the boundaries earlier rather than later so there are no issues, resentment, misunderstandings, or even employee burnout. Keeping the lines of communication open is important; email etiquette is no different.

 

How does this play into your company? How do you handle work issues/emails outside of your work hours? We’d love to hear from you!

 

 

I’m quite fascinated with Zappos (if you can’t already tell); they seem to have their act together when it comes to business – they have created a business model that really works.

 

I recently came across an article that talks about customer loyalty and how Zappos nurtures that in their company. Rob Siefker, Directory of the Customer Loyalty Team at Zappos, was interviewed by 1 to 1 Media and the concept of customer loyalty was discussed. There were several takeaways that were enlightening and fairly simple concepts:

 

1. Start with employee engagement: Rob states that the company culture dictates the success of the business. Working in a call center, where complaints and issues are coming at a constant rate, it’s important to create an environment that is supportive for the staff on the team. By creating a positive and support culture, the employees are more successful, in turn creating a positive customer experience.

 

2. Be transparent: Rob shares that the company is quite transparent and listens to both customers and employees, always working to better the customer journey and the corporate culture. Employees are on the front lines, and continually talking with them, learning what makes their job easy and difficult, and asking for ways to better the experience can go a long way in both customer facing and employee facing aspects of the business.

 

3. Do something with the data: it’s one thing to have feedback programs in place; it’s another to really look at the data and make good use of it. For Zappos, this means taking the data and providing additional training and coaching for their staff, looking at “make or break” factors in the customer journey and continuing to make improvements, and evaluating the company as a whole based on feedback data from employees and customers.

 

4. Never stay stagnant: that’s the one underlying theme through all of the articles I’ve ever researched on Zappos. Continually measure, change, and improve. That seems to be the way Zappos handles business. In the article, Rob states that “We have to prioritize what’s most important and has the biggest customer impact. We have to continue to be smart about that and test some things in small ways. We go big if it has a positive impact on the customer experience. And we test a lot. Our philosophy is to fire some bullets around before you fire a big cannon ball.”