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Uber Good Experience with Rafael Perez
17 minutes | Feb 4, 2015
4 Customer Service Rooms
4 Customer Service Rooms "Service to others is the rent you pay for your room here on earth." ~Muhammad Ali Every house has rooms and they each serve an individual purpose. You don't cook in the bedroom or sleep in the kitchen. Also, most ...
17 minutes | Nov 6, 2014
When Body Language Speaks
When Body Language Speaks "Language is a more recent technology. Your body language, your eyes, your energy will come through to your audience before you even start speaking." ~Peter Guber Let me go ahead and clear the air: This post is not about the smile. I am sure you can agree that smiling is a significant part of successful customer service, but what about the rest of your body? I'm not sure you realize just how much your body language speaks as well. If you are not "in-tune" with what your body language is doing and saying, it may be costing you customers and money. If you do want to learn more about smiling and it's effects, then you can go to this post, 5 Customer Service Mood Creators. Today, however, we are going to focus on Body Language. We have many body parts and they all convey a message. Just to hit on a few of the basics, let's discuss 3 body parts. 1. The hands - What body language do your hands speak? When you first meet someone or are addressing a situation, palms up means that you are welcoming or ready to serve. Palms down says you are authoritative and in charge. One of the less recommended things to do with your hands when dealing with a customer is pointing, unless it is for a directional reason. For example, pointing the customer in the direction of a desired item across the store. However, pointing at someone directly should be avoided as it will make them very defensive and can potentially escalate any situation. When handling a customers needs over the phone, try sitting in your chair with your palms up. This reminds your brain to stay calm and relaxed. The hands are an amazing communication tool. They convey so much information to the receiver of the message, being your customer or client. Most of which is on a subconscious level. Lastly, the next time you need to ask someone to do something try approaching them with your palms are up. They will most likely see it as a request and not a command. 2. The Arms - The arms tend to follow the hands. After all, they are attached to one another. Opening your arms is a welcoming pose, non-confrontational, motherly if you will. Crossing your arms says "I'm skeptical, closed off" or it could mean you are cold. To determine if closed arms means someone is closed or cold you must look at the tightness of the arms. Tight crossed arms is indicative of being cold where as loosely crossed arms
12 minutes | Oct 16, 2014
What does Parking have to do with Customer Service?
What does Parking have to do with Customer Service? "You know, somebody actually complimented me on my driving today. They left a little note on the windshield, it said 'Parking Fine.' So that was nice." ~Tim Vine Imagine this, it's a busy shopping center/strip mall, there are many store fronts, and all the parking spaces are taken in front of your store of choice. This is a common theme perhaps in today's busy world. I recently experienced this exact scenario. But what caused me concern and troubled me was that the three prime parking spots directly in front of the store were taken up by the stores delivery drivers. Thus, creating the situation that the customer had to go elsewhere to park. Please don't misinterpret this First World Problem as me complaining. I don't mind walking a little bit extra to help my midline. This is more of an "order of importance or priorities towards your customer" issue. Please don't misinterpret this First World Problem as me complaining. So to help us evaluate our priorities, I created a list of 3 ideas to consider. So here are 3 Order of Importance Priorities to consider towards your customers. 1. Who are you serving? As a business or employee of a business you must ask yourself the question, who are we serving? Are we serving our needs to get the best parking spot which will allow us to dart out on the next delivery? Are we about creating as much convenience for our walk-in customers as possible? The answer to who are we serving will help to define the priority in this case. Whether making a delivery or an in the store sale the priority of the current location should be established. Keep in mind the folks at home have no idea where you parked but the customer that had to park 3 rows away will notice. 2. What are your goals? Your goals will have a direct effect on your priorities. Is the goal to be the best delivery store in town or to increase profits by 10% this year? If increasing profits is the goal then creating the most convenience for your drive up customers might be something you will want to consider. The goals will also serve as a roadmap to priorities. How can you get to where you are going if you don't have a map? If you are stuck in your goal writing visit my friends blog for help. How to Break Through Goal Setting Roadblocks. 3. What is your image? What is the image, ultimately, that you are trying to portray? Having
11 minutes | Oct 10, 2014
Your Office Story
Your Office Story "There is no greater agony than bearing an untold story inside you." ---Maya Angelou--- What is Your Office Story? Our businesses all have a story to tell. They present a message to the public and our customers. It is important to occasionally ask this question. What story is my office or business telling? A second yet equally important question is, 'What Story do I want my business to tell'? If you are an owner, then your company is a true reflection of yourself. If you're an employee in a business, you will take on it's identity by default. So how can we be sure that our Office Story is something worth telling? Well, here are 3 ways to tell Your Office Story. 1. Tell a New Story. It was King Solomon that said in Ecclesiastes 1:9, "There is nothing new under the sun". Despite the fact that this is true, it should not keep you from drawing from your experiences and desires to create, mold, and deliver a NEW story. You are unique to this universe. No other person has seen what you have seen, done what you have done, or can put all of your experiences together the way you can or would. Now stop and consider that for a moment and you'll see just how awesome that is! 2. Give it a Twist. Don't seek the "norm" or cookie cutter route. Dare to be unique, draw from your experiences, and give it a twist! I'm not telling you to reinvent the wheel, that would be a mistake. Businesses are successful because they follow successful and established business practices. Notice the word "practices". That does not mean you can't create your own special twist. It was Baskin Robbins that took 3 flavors of ice cream to 31. They still sold ice cream but they added their twist. Apple sells phones, or do they? With the help of the late Steve Jobs, they have a seriously unique twist. This is how companies differentiate themselves from the norm. New ideas, fun ideas, exciting ideas, all with their own twist! 3. Focus on Clarity. Life is cloudy. We have so much thrown at us and at such highs speeds that it is amazing that we are even able to digest a fraction of it. With so much going on, we can lose our clarity. To be successful at telling your Office Story your way, you need to display clarity in the message. Don't let external factors or situations lead you astray. You should re-visit your Why and Purpose regularly so you don't lose your sense of direction. Jamie Smart,
15 minutes | Oct 1, 2014
3 Keys to Create a Culture Revolution
3 Keys to Create a Culture Revolution "The revolution is not an apple that falls when it is ripe. You have to make it fall." ~Che Guevara How do you Create a Culture Revolution in your business and in your customer service? The answer might be simpler than you think. But the best news is it won't require any violence. Any company that desires change, whether in culture or temperament, requires a gut check-a look at itself before any permanent progress can be made. It's one thing to post the new value statements on the wall so everyone can see them. But it's quite another to live, breathe, and be them. That is a Culture Revolution! So how do we get from the norm to exceptional or mundane to exciting? A great place to start is by applying these 3 Keys. 1. Decide - Everything starts with a decision. A decision that can lead to amazing changes in a person's life or a company's culture. Does a medical doctor become so once he crosses the stage at his graduation? Technically he does, but the truth is that he became a doctor the day he decided to be a doctor. The same is true for any organization. The day any company becomes exceptional is the day they decided to be exceptional. Sure there is much work ahead but the initial decision is the spark that sets the rest of the place on fire! Someone call the fire trucks! Anyone can start a Culture Revolution! 2. Determine - Determine your values. Clearly defined values are a must or the unified culture can not be accomplished. Herb Kelleher, former Southwest Airlines CEO, knew his and his company's values. One of their values was to have fun. So when he received an e-mail from a customer complaining that the airline stewardess did not take the pre-flight information serious enough. His response was, "We'll miss you." When you take the time to recognize and truly determine your values, then not compromising them is easy. 3. Design - Design a culture or work environment that fits your personality. Every company has a vibe or energy, see my previous post, What is Your Energy, as you determine your company's personality or energy. I would recommend to have fun with it. Allow it to be a reflection of the best you. By doing so, this will create an environment that is unique and can not be replicated. Forget the competition when you are a remarkable Design. Keep in mind you don't have to wait for the head of the company to decide
14 minutes | Sep 11, 2014
When Silence is Golden in Customer Service
When Silence is Golden in Customer Service "Nothing strengthens authority so much as silence." ~Leonardo Da Vinci In our crazy, schedule filled, and hustling world it can be easy to hear our customers but not actually listen to them. Communication is such an important part of being able to address their concerns and issues. But we should never forget that being silent can be just as or even more important than talking. In Proverbs 17:28 it states, "Even fools are thought wise if they keep silent, and discerning if they hold their tongues." One of the problems that can occur when dealing with many people is that as service providers we can jump to conclusions about certain requests being made of us. Once we have plenty of experience and have seen the same scenario play itself out over and over, it's only natural to take the short cut to success. That short cut is to assume we already know the answers before the question has even been asked. Now a Customer Service person who takes initiative, thinks ahead, and pays attention to detail is certainly a wonderful asset to any company. However, this does not excuse them from the need to listen and sometimes listen intently before moving towards a resolution. In my personal practice I often hear from patients how they did not feel that they were heard or listened to by other providers. This naturally turns on my radar antennas and prepares me for a more methodical and intentional conversation. I want them to be sure they felt heard and more importantly understood. In this case, Silence is Golden in Customer Service and reaps me many rewards such as word of mouth advertising. Here are 3 tips to help you achieve better customer service: Pause - Be sure and take a few extra seconds or even minutes to hear the persons information before reaching the final conclusion. Also don't appear hurried. We are all so very busy and the last thing a new customer, patient, or client wants to feel is that you are in a big hurry. Clarify - Parrot the information. For example, when someone says they want blue towels on Tuesday and green towels on Wednesday, you would respond by saying something like, "Let me be sure that I understand. You'd like blue towels on Tuesday and green towels on Wednesday, is this correct?" Delight- I say delight them because you took the time to listen when others may have not done so or won't do so. Delight them by
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