 Make
it Person-to-Person
Automation
is essential for expanding and accelerating service
in many industries. But when individual care or attention
is required, customers need contact with real people.
When human energy flows and connects, good things (can)
get done.
Try this experiment: Call the main number of four companies and state, ‘I
am calling with a question about your product’.
Then ask a few basic questions and rate the quality
of service you receive.
Now call four different companies and ask for help again.
But this time, make a ‘personal connection’
first.
Start by saying, ‘Hello, I am calling about one
of your products. I am hoping you can help me.’
(Pause and wait for a reply.) ‘You can help? Oh,
that’s great. Thank you very much. I really appreciate
it. My name is (give your full name). Who am I speaking
with, please?’
Once again, rate the quality of service you receive.
I’ll bet the service you get from the second group
of calls is friendlier, more thorough and uplifting
for you – and for the service provider.
Key Learning Point
When service between
companies and customers is provided person-to-person,
do everything you can to create, support and enhance a
real connection between real people.
Action Steps
1. On the telephone,
teach your staff to initiate the personal connection by
offering their names. `Hello. This is Janice Lee in the
Accounts Department. How may I help you?' 2.
Ask customers politely for their names and how they
prefer to be addressed. Then use your customer’s
name in a friendly tone throughout the service conversation.
3. Provide staff with attractive name tags to wear at
work. These may be colorful or elegant, with full name,
first name or nickname, as appropriate for your organization.
4. Post complimentary pictures of your staff on the
wall in the customer service area. This will help customers
‘connect’ with the members of your team.
Your staff feel proud of themselves
and the company if they look good in the photos, so
take the time to do this right. Help your staff look
and feel their best. Provide good lighting, a good photographer
and make-up. Be sure your staff are well dressed, well
groomed and smiling!
5. Give staff members personalized business cards to
share with their customers. For many frontline employees,
this small step dramatically increases pride in, and
ownership of, their service. If you have a large number
of frontline or temporary staff, create a standard business
card that can be easily customized with a nicely handwritten
or computer-printed name.
6. Help your staff connect with real customers by hosting
frequent focus groups. Invite your customers ‘inside’
to meet your staff for regular discussions and brainstorming
about your service.
7. Post actual letters of compliments (and complaints)
in the staff lounge or cafeteria. Print them in your
newsletter with replies and follow-up communications.
8. Video your customers speaking directly to the camera
about your company’s service. Edit the tape to
use in staff orientation, training sessions, management
meetings – even to show at the company dinner
and dance. Customer compliments are powerful motivators
for excellent service. Genuine complaints can be a wake-up
call to improve.
Next Article in Customer Service Contact >>
Who's Answering Your Email?
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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